Patient Coordinator

Overview of Job

Patient Coordinator creates the first impression and a lasting impression for each patient, whether in person or on the phone. This role greets patients in a friendly manner, schedules appointments, answers phones, and handles various administrative functions. Additionally, this position is responsible for the coordination of the office appointment confirmations, hygiene recalls as well as performing ‘same’ day insurance verifications as necessary. The Patient Coordinator sits at the front desk and keeps the office organized, running smoothly and exhibits a positive countenance in every patient interaction.

Primary Responsibilities and Tasks

• Opens office daily; turn everything on and restock front desk supplies, documents, and business cards.
• Answer telephone calls from patients and speak with them when they visit the office, in-person, as they check-in.
• Scheduling, rescheduling, or cancelling appointments as needed.
• Provide answers to clients’ questions regarding activities in the office and direct them to relevant persons for more clarifications.
• Register new patients in line with acceptable standards of the office.
• Check in patients and guide patients in filling out new patient forms and annual updates.
• Check out patients including creating claims for services rendered, collecting copayments in full, presenting limited treatment plans, ensuring next visit is scheduled and soliciting reviews of the practice.
• Inform patients of the various dental services offered by the practice.
• Ensure all appointments for next day and same day are confirmed.
• Follow all office guidelines for HIPAA and OSHA to protect patient’s personal and private health information.
• Auditing schedule daily for opportunity and utilizing Dental Intel Morning Huddle to fill same day schedule openings.
• Assist with preparation for morning huddle, including printing daily route sheets.
• Send thank you notes to referral sources.
• Check mail, email, voice mail, and patient messages throughout the day, and respond to patient concerns with notes. Communicate to the Operations Manager and concerns that they need to address.
• Return all patient calls by end of day.
• Call previous days broken appointments to reschedule appointments.
• Assist with the insurance verification process as directed and verify insurance for ‘walk-ins’ and same-day treatments.
• Work with external departments (CBO, Call Center, etc.) to address patient concerns and respond in a timely manner.
• Occasionally, additional, or different duties may be assigned at employer’s discretion.

Key Competencies and Characteristics

• Ability to maintain composure and professionalism when exposed to stressful situations.
• Knowledge of English composition, grammar, spelling, and punctuation.
• Ability to understand and follow written and verbal instructions and accept constructive feedback.
• Outstanding communication and customer service skills.
• Analytical thinking and problem-solving skills.
• Reliable and dependable.
• Thrives in a team-based environment.
• Ability to keep records and patients’ personal information private.
• Outstanding customer relations skills to effectively handle clients from diverse backgrounds.
• Exceptional organizational skills.

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Education and Training

• High School Diploma or equivalent.
• Minimum one-year related experience and/or training; or equivalent of combination of education and experience.

FLSA Status: Hourly

Reports to: Operations Manager.