Job Opportunity: Medical Office Coordinator
Cochlear's mission is to help people hear and be heard. As the global leader in implantable hearing solutions, Cochlear is dedicated to helping people with moderate to profound hearing loss experience a world full of sound.
The Medical Office Coordinator is responsible for ensuring clinic effectiveness and efficiency by managing office operations and procedures. This role will often be patients' first point of contact with the clinic and play an integral part in forming positive relationships in the community.
Responsibilities:
* Manage phone and email inquiries to the clinic in a professional manner
* Manage the scheduling system, including booking and confirming appointments
* Provide initial information and develop and maintain client records from customer inquiries
* Provide excellent customer service to clients when they present at the clinic
* Understand the processes (including creating quotes and requesting money through the appropriate portals) for the National Disability Insurance Scheme (NDIS) and Department of Veterans' Affairs (DVA)
* Process payments accordingly and understand the Medicare billing process
* Maintain stock of spare parts at the Cochlear Care Centre (CCC) for both Hearing Australia clients and private patients as per the CCC 'Kanban' system
* In consultation with the site Cochlear Care Centre Clinical Lead, manage the exchange of parts at 'switch on' deemed unsuitable and check for completeness of orders of implant systems and remedy errors in supply
* Provide device troubleshooting assistance to clients in person, over the phone and/or via email
* Provide spare parts where possible to keep patients 'on the air' or advise of available support options from Hearing Australia or Cochlear
* Liaise with the Audiologists regarding issues that require their expertise; refer client to appropriate Audiologist for any billable testing associated with troubleshooting
* Support and facilitate programs run by the clinic to enhance recipient awareness and use of technology solutions as required
* Ensure device and technology knowledge is up to date and ensure best customer service; completing and attending training, as needed
* Provide remote administration support to the staff working at any of the 3 Cochlear Care Centres (East Melbourne, Berwick and Geelong), as needed