Regional Manager, Patient Care

Connect Hearing - Part of Sonova Audiological Care US is seeking our next Regional Manager, of Patient Care. This role will directly supervise the PCC staff and ensure patients receive quality care and service. The Manager will provide support and direction to the region and the Patient Care Coordinators (PCC) within the clinic. The Manager is skilled in the relevant point of sale system and is held accountable to get the PCCs in their area the training required to execute the PCC role successfully. The Manager motivates and mentors PCCs for local events, activities, and scheduling evaluation efforts. The Manager leads by example incorporating enthusiasm and flexibility when taking on special projects and process improvement efforts, along with the support of company initiatives

Responsibilities & Duties

• Manage, coach, and train a team of Patient Care Coordinators including selection, hiring, development, and performance management of the employees
• Observe, explain, and coach on scheduled evaluations and capacity and demand
• Coaching and managing performance issues as necessary regularly as well as conducting annual performance reviews
• Check and review collections and transactions within the region
• Oversee the process for clinic inventory control
• Oversee the process for the insurance process and proper completion of patient Benefit Checks
• Monitor and evaluate transactional compliance
• Provide training to PCCs beyond initial onboarding and create mentoring partnerships amongst peers in the region
• Approve employee PTO and timecard in the ADP system
• Onboard and provide constant training and support to new PCCs
• Subject matter expert on company systems, processes and policies & procedures
• Consistently recognize trending errors and promptly follow up with PCCs to address process issues (related to SOP, processes in general, and linked to the relevant systems)
• Provides support for PCCs through building trust and excellent communication between the Sr. PCC and the PCCs
• Provide team support team by coordinating, coaching, and mentoring at community events
• Understand and act in a manner consistent with the company vision, mission, and values, promoting team morale around these initiatives
• Operates in compliance with all local, state, and Federal laws as well as Company policy and compliance standards
• Assessment of potential ROI of local events based on demographics, engagement, and attendance
• Reaching KPIs for demand for PCC accountable activities
• Calendar and Capacity Management, monitoring financial dashboards when it comes to reviewing scheduled and completed eval targets
• Training of PCCs on best practices of local area marketing activities and attending events to oversee operations at any events this may or may not include any relevant support for BHEs (Better Hearing Events)
• Assess local partnerships and provide business cases on potential ROI and opportunities
• Train PCCs on centrally driven marketing campaigns and how to handle response and patients
• Run regular marketing training for PCCs
• Ensure marketing materials and practices in centers are current and on-brand
• Report to marketing monthly on the region as well as KPIs
• Responsible for the region’s yearly Engagement Survey (HearMe) score and progress year over year in sustainable engagement score
• Adhere to all AC US brand standards
• Other duties and responsibilities as assigned
  
  
  

Job Qualifications

• Bachelor's Degree, preferred
• Prior experience/knowledge with hearing aids is a plus Skills/Abilities:
• Professional verbal and written communication
• Strong relationship-building skills with customers, physicians, and clinical staff
• Experience with Sycle.net is a plus
• Experience with Microsoft Office and Outlook
• Knowledge of HIPAA regulations
• Ability to exhibit empathy Work Experience:
• 2+Years in a healthcare environment is preferred
• Previous management experience preferred
• Previous training experience is preferred
• Previous customer service experience is required
  
  
  

Sonova is an equal opportunity employer.

We team up. We grow talent. We collaborate with people of diverse backgrounds to win with the best team in the market place. We guarantee every person equal treatment in regard to employment and opportunity for employment, regardless of a candidate’s ethnic or national origin, religion, sexual orientation or marital status, gender, genetic identity, age, disability or any other legally protected status.