Patient Care Coordinator - Bilingual (English/Spanish)

JobTitle: Bilingual PediatricPatient Care Coordinator Audiology Department

Reportsto: Patient CareCoordinator (PCC) Team Manager and Director of Audiology

JobSummary: The Pediatric PatientCare Coordinator (PCC) plays a vital role in ensuring timely access toaudiology services by efficiently coordinating appointments and serving as akey liaison between patients, families, and our clinical team. This rolerequires strong communication skills and includes providing real-timeinterpretation and translation for families with limited English proficiency.In the pediatric setting, PCCs engage directly with children, playing listeninggames and supporting audiologists during hearing evaluations to ensure accurateresults. PCCs also collaborate with THI Audiologists to provide free hearingscreenings at local public schools, helping expand access to early hearinghealthcare within the community.

Responsibilities and Duties:

• Schedule appointments for new and returning patients
• Obtain certification to become a licensed Hearing Screener through the Texas Department of State Health Services: THI will provide training and cover all associated costs, including certification fees, training materials, and annual dues
• Provide in-person interpretation for patients and their families as needed
• Coordinate hearing aid repairs, including packaging and scheduling FedEx/UPS pickups
• Process returns of hearing aid orders for credit when necessary
• Check in all new and repaired hearing aids and enter details into our Electronic Medical Record (EMR) software called Information Management Software (IMS)
• Participate in outreach visits to pediatric clinics to share information about our audiology services and strengthen community partnerships
• Fax audiology reports to pediatricians and referring clinics
• Email audiology reports to parents upon request
• Make daily reminder phone calls for upcoming appointments
• Send appointment text reminders as needed
• Answer incoming calls for the Audiology Department and triage appropriately
• Monitor the daily schedule to ensure clinic flow
• Support the overall efficiency of the Audiology Department through attention to detail
• Update and maintain patient records in IMS
• Assist with community-based hearing screenings
• Provide test assistance to audiologists during hearing evaluations
• Complete and submit Disability Determination paperwork to support patients access to state and federal resources
• Enter data from new patient paperwork into our EMR system
• Maintain and update the case tracking spreadsheet
• Oversee the appointment schedule to maximize access and efficiency
• Check in earmold orders and update records
• Update no-show statuses in IMS
• Support walk-in patients with hearing aid equipment drop-offs and pick-ups from repair
• Oversee the patient book reward program by organizing, labeling, and restocking waiting room books to ensure all children receive a free book after testing
• Support hearing aid donation program by processing incoming donations, documenting donor gifts and serial numbers, and coordinating with the Development department to ensure that thank-you letters and tax acknowledgment forms have been sent out

Required Skills and Abilities:

• Bilingual (English/Spanish): Strong oral and written communication skills in both languages, with the ability to provide interpretation and translate documents for families with limited English proficiency
• Effective Communicator: Able to clearly and compassionately communicate with patients, families, and healthcare professionals through phone calls, emails, faxes, and virtual platforms (Zoom, Microsoft Teams, GoToMeeting)
• Interpersonal Skills: Demonstrates empathy, active listening, and cultural sensitivity when interacting with children and their caregivers
• Independent and Reliable: Capable of working independently with minimal supervision, while also collaborating effectively as part of a multidisciplinary team
• Family-Focused: Willing and eager to assist families, ensuring a positive and supportive experience throughout their audiology care journey
• Technologically Proficient: Comfortable using Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and able to quickly learn new software systems
• Electronic Medical Records (EMR): Will receive on-the-job training to use IMS (Intelligent Medical Software) for documentation and scheduling
• Office Equipment: Proficient in the use of computers, iPads, scanners, fax machines, and basic audiovisual tools (e.g., projectors)

PreferredEducation and Experience Requirements:

Bachelors Degree

Physical Requirements:

• Must be able to stand, walk, sit, bend, and reach with hands and arms as part of daily responsibilities
• Requires the ability to hear and see clearly, and to engage in public speaking and active communication with patients and families
• Must be able to lift up to 15 pounds and operate a motor vehicle as needed for community outreach or clinic visits
• Frequent and extended use of a computer is required; the employee must have sufficient hand dexterity to operate a keyboard, mouse, and other standard office equipment

PositionInformation:

Full-Time: 38 Hours a Week

Monday through Thursday: 8 am to 5 pm

Friday: 8am to 3 pm

Benefits:

• Health & Dental Insurance
• Life Insurance
• Long Term Disability Insurance
• 403 (b) Retirement Plan
• 12 Paid Holidays
• 21 Paid Time Off Days

Please send your resume to Nancy Maher, PCC Manager,...