Career Opportunities with Helix Hearing Care

A great place to work.

Patient Coordinator Team Lead

Department: Operations
Location: Hamilton

The all new Patient Coordinator Team Lead role, will be based in Hamilton/Escarpment region and local travel to our base of growing clinics is required.

JOB SUMMARY: To effectively supervise the clinical schedule while also guiding the Patient Coordinators (PCs) to ensure clinic business objectives are achieved within the assigned region while also maintaining responsibilities within home clinic. 


Administration and Supervision: 

• Work with assigned team and managers to achieve sales and profit objectives of clinics 

• Oversee community outreach initiatives 

• Work with team to identify and assess new business opportunities  

• Communicate center goals; provide leadership and motivation to all clinic PCs to achieve goals  

• Participate in the assessment, creation and revision of all Operations Manuals, including New Employee Training and Clinic Procedures as they pertain to business development initiatives 

Operational Support: 

• Finance: Monitor daily results reports (e.g. DDR, quotes reports, etc), gather center information, and oversee receivables in conjunction with Regional Manager 

• Work with team to identify outreach priorities within the region 

• Work with team to ensure appropriate scheduling is maintained within the region as require while maintaining business development initiatives 

• Analyze: Clinic potential and initiate plans with Management to increase business 

• Work with local team to ensure the office flow adheres to Helix Hearing Care Centre’s best practices, including schedule management, patient management and revenue maximization. 

• Monitor patient chart processing including proper assembly, maintenance and completion 

Human Resources: 

• Oversee, participate and monitor activities and processes associated with PC staff including, training, scheduling, performance reviews with a focus on business development. 

• Assist with education of new and existing employees to achieve maximum success in the field. 

• Participate in the interview process as requested for new employee recruitments. 

• Be able to maintain excellent working relationships with administration and professionals, fostering a culture of teamwork. 

Patient and Customer Services: 

• Oversee, monitor and respond to patient and customer satisfaction levels. 

• Assist with programs to enhance patient recruitment and retention. 

• Ensure that the PC staff adheres to the company’s mission of providing high quality customer service. 

• Respond to all customer concerns, work with management to identify cause of customer problem/complaint and proactively recommend and implement corrections. 

Centre Supervision

• Monitor and ensure high-quality appearance of waiting room, hallways, bathrooms, and employee work area. 

• Initiate appropriate action for facility needs using existing guidelines, procedures and service/contractor supports 

• Upon request conduct clinic audits to assess facility and equipment compliance with standards. 

Marketing and Business Development 

• Oversee and execute internal and external marketing plan for region  

• Coordinate with marketing staff all business development opportunities including involvement with community events, health fairs and promotion events. 

• Oversee implementation of physician marketing including the community base social network marketing plan 

• Ensure that all communications to/from customers (by phone, correspondence or face-to-face) promote customer satisfaction and revenue production 

• Identify new site opportunities 

• Create regional alliances 

Qualifications we are interested in include: 

• Minimum 3 years Supervising or related experience  

• Knowledge of the hearing care industry or the health care field is beneficial 

• Specific post-secondary education and/or equivalent experience in areas of accounting and business administration is an asset 

• Strong and proven background in administrative practices and business office procedures 

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