Patient Coordinator

Job Description: Patient Coordinator 

Location: Santa Fe , New Mexico

Reports to: Operations Manager or Assistant Operations Manager

Pay Range: $16.25 - $23.00 based on experience

Company Overview

Hero Dental, Vision, and Orthodontics (DVO), LLC, is part of the Hero Practice Services group. Hero is the only practice management company focused on delivering the systems, processes, and people needed to efficiently deliver quality dental, vision, and orthodontic care to children in underserved communities. With offices across the country, we have helped over a million children, ages six months through 20 years, gain access to the care they need since 2006. Working at Hero is both a career and a calling…join us, BE A HERO!

Outcome of the Role

•       Distribute and collect appropriate patient paperwork during the check-in and check-out process

•       Verify insurance benefits eligibility

•       Collect and process payments

•       Maximizing the appointment schedule

•       Maintain a clean, sterile, and patient-centric working environment.

•       Maintain strict compliance with State, Federal, and other regulations, (e.g., OSHA, WC, Dental Board, HIPAA, ADA, DOL, Employee Handbook).

•       Ensuring practice is clean and presentable to patients to include cleaning restrooms, patient lobby, mopping, vacuuming, dusting etc.

•       Other Duties as assigned

The Patient Coordinators role is to ensure a positive first impression by efficiently executing front office processes, including answering the phone, scheduling appointments, and collecting payment within the practice.

The outcome of this role is achieved by following Hero Core Values:

Integrity - Doing what is right for our patients, our teammates, and our company. Upholding moral principles and trustworthy actions.

• Be in compliance with all laws governing our company (e.g., HIPAA, OSHA Standards)
• Maintain patient confidentiality, always do right by the patient.

·       Demonstrates high integrity in all activities; does not cut corners to achieve goals. 

·       Strives to meet or exceed the expectations of both internal and external customers. 

·       Support the organization’s goals and values, support affirmative action, respect diversity, and adhere to state and federal guidelines

Mission Driven - Focused on delivering high quality, compassionate healthcare through your daily activities in efforts to better the community we service.

• Reports to work on time as scheduled, actively participate in team huddles/meetings, and demonstrates a sense of optimism and passion for the mission
• Delivers a red-carpet experience to all patients and parent by greeting patients upon arrival, ensuring intake information is accurate and complete and that the patient is set up for a successful visit.
• Call patients regarding appointment confirmations, reminders, and cancellations
• Adhering to scheduling best practices to ensure the patient is being optimized to provide high quality, compassionate care to patients in need
• Being an advocate for the patient ensuring each patient is offered all lines of care during their visit.

Patient First - Evaluating our level of service and quality to the people we serve, putting what’s best for our patients above all else.

• Review patient and family health needs to ensure all needs are met
• Coordinate patient flow by keeping the appointment schedule organized and full
• Distribute and collect appropriate patient paperwork during check-in and check-out
• Collaborate with others to provide high-quality care and experience for our patients and their families

Accountability - Taking responsibility for meeting our commitment and taking ownership of our results.

• Complete all required tasks accurately and on time
• Possess the ability to work on multiple projects, problems or tasks at once 
• Use research, facts, and analysis to inform decisions and continually improve outcomes       

·       Understand, monitor and ensure effective execution of all policies and procedures by completing administrative tasks correctly and on time

Compassion - Having the insight and vision to see others and help them along the journey of awareness, courage, confidence, and joy. Seeing people as humans and assuming positive intent.

• Support a non-judgmental environment for patients and their families

·       Place team above self, doing whatever it takes to make the broader team win

·       Proactively addresses practice delays with patients/caregivers

·       Work well with members of Hero’s leadership team in pursuit of the company’s goals

·       Collaborate with others to provide and understand vision and inspiration to peers by displaying passion and optimism and remaining open to others’ ideas 

Teamwork - Acting as a contributing teammate to those you work with, striving for common culture and goals. Supporting one another to achieve the mission and seeing opportunity in yourself and others to develop and grow.

• Anticipates the needs of others before and during appointments and proactively collects needed information and/or communicates appropriate steps.
• Demonstrate a sense of cohesion within the practice that fosters teammate dependability and support by reporting to work as scheduled, listening carefully to others and encouraging teammates’ growth. 
• Be able to work in a fast-paced environment with different personalities

Minimum Qualifications

•       Highschool diploma or GED

•       One year of administrative experience

•       Previous experience with customer service in a medical establishment is a plus

•       Strong interpersonal and communication skills and the desire for professional growth

•       Possess a strong commitment to elevating the patient’s experience

•       Commitment to support the mission of the organization and culture of the practice

Desired Qualifications

·       Bilingual desired, but not required

·       Exhibit strong interpersonal skills, listen to patients’ needs, and possess a friendly and outgoing demeanor

·       Preferred knowledge of Microsoft Office, including Word and Excel, eCW, and UKG software.

·       One year of administrative experience and/or previous experience in dental practice is a plus

Physical Requirements

This position requires full range of body motion. While performing the duties of this job, the employee is regularly required to sit, walk and stand; talk or hear, both in person and by telephone; use hands repetitively to handle, feel or operate standard office equipment; reach with hands and arms; and lift up to 25 pounds, occasionally 50. 

Salary and Benefits

Competitive compensation and benefits package.

In addition to the Job Description, you will be asked to perform other duties that support the business and our Mission.

Salary : $16 - $23