POSITION SUMMARY

Provide exceptional customer service while interacting with patients, referring offices and team members over the phone, in person, or via electronic communication. The Dental Care Coordinator is the point of contact for patients and will work to identify and remove barriers to care by direct contact and collaboration with management, clinical team, and health outreach partners within our organization. The coordinator will also need to communicate medical, dental, and financial information clearly and be resourceful in arriving at solutions that benefit both the patient and dental practice. Collects relevant data and generates reports for management case assignments. This position reports to the Dental Operations Manager.

PRIMARY ACCOUNTABILITIES

Achieve Results

• Ensure all clients/patients served experience a high level of customer satisfaction and care.
• Helps design systems to improve access, service, and patient growth and retention.
• Accurately maintains up-to-date patient records and program files; maintains databases for grant-funded activity reporting.
• Effectively communicate and develop a strong working relationship with clinical and administrative staff informing the appropriate individuals and provide training as needed for continuity of care. Manage schedules to ensure efficient use of time with the focus on patient care working with clinical team to effectively manage daily patient flow.

Operational Excellence

• Ability to understand doctor’s treatment recommendations, educate and effectively communicate treatment options and associated costs to the patient
• Be able to project a positive and professional image to the community, in representation of the Company. Coach other team members with customer service opportunities and escalate any concerns to the Operations Manager.
• Ensure and uphold the confidentially requirements of all patient records and manage all daily tasks and activities consistent with HIPAA, state and federal laws and regulations, and the clinical policies and regulations regarding confidentiality and security.

Relationships

• Develop and ensure effective, positive relationships within and among the clinical staff, patients, vendors, contractors, and related resources.
• Be a non-clinical/admin dental representative for community events, attend monthly Care Coordination meetings.
• Establish a favorable working relationship with all staff members associated with the organization.

Stewardship and Professionalism

• Ensure all actions, job performance, personal conduct and communications always represent the organization in a highly professional manner.

PRIMARY TASKS & DUTIES

• Connecting patients with outside programs for grants/funding
• Complete comprehensive cost disclosures for large multi-step treatment plans. Educate and further explain treatment plans and treatments to patients. Breaking down barriers to care by being a branch between clinical team and patient
• Verify Funding from outside vendors are processed accordingly ie: ensure account has been flagged appropriately, verify balances remaining, insurance and sfs are up to date, send and process invoices accordingly.
• Assists management in identifying underlying barriers to access for new patients, referring clients to different sources when facing obstacles.
• Be available to patients, staff, internal offices, and outside vendors to answer any questions pertaining to dental care, treatment, and payment options. Works with program management to improve client workflow
• Verify treatment scheduled is in line with current treatment plan.
• Ensure if patient has been referred to specialist that proper documentation is obtained for scheduling of next step in treatment plan.
• Verify services that require pre-authorizations have been submitted and track that funds have been paid if already submitted.
• Keep record of all patients with pending Medical Clearances, send and receive all necessary documentation to process clearances.
• Perform all other duties as assigned.

ESSENTIAL FUNCTIONS/KEY COMPETENCIES

• Function in a multi-tasking, multiple priorities environment, while maintaining accuracy.
• Demonstrated ability to work in Dental EHR and use other office equipment effectively.
• Able to communicate with staff and patients effectively.
• Knowledgeable of outside resources the patients can use.
• Communicate with a diverse patient/customer population. Will be required to successfully manage patients and families in often stressful or conflict situations.
• Utilize a wide variety of office technology and tools to collect, enter, process data.

POSITION REQUIREMENTS

Education

· High School diploma or equivalent.

· Must be able to speak read, write and understand English.

Professional

· Demonstrated “skilled” dental office experience.

· Demonstrated success in communication, customer service or working with the general public, preferably in a medical care facility.

· Demonstrated success in managing difficult customer situations.

· Demonstrated success in general computer competence including basic Word and potential to be trained on specific software for patient information, billing and communication.

· Knowledge of dental terminology preferred.

Job Type: Full-time

Pay: $16.00 - $23.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Work setting:

• In-person

Education:

• High school or equivalent (Required)

Ability to Commute:

• Princess Anne, MD 21853 (Required)

Ability to Relocate:

• Princess Anne, MD 21853: Relocate before starting work (Required)

Work Location: In person