Front Desk Coordinator

POSITION SUMMARY

The Front Desk Coordinator (FDC) contributes to iSmile Orthodontics continued success by passionately executing the company’s business model; promoting the company culture, mission and values. The FDC assumes the responsibility of receiving patients to our company in person and providing a friendly, welcoming and efficient patient care. You are responsible for administering day to day activities which include, new patient intake, maintenance of patient records, scheduling, accounts receivable, presentation of financial treatment plan options, confirmation, recalls and callback systems, as well as, maintaining appearance and order of the front office.

This Job Description identifies the major responsibilities of this position, please be advised it does not include all aspects of this position such as potential duties assigned by supervisors and requirements for flexibility.

SPECIFIC RESPONSIBILTIES

Practice Support

• Consistently performs specific assigned daily and general duties; meets deadlines

• Meets established attendance criteria and starts work promptly

• Knows and consistently implements the organizational missions and all approved policies, protocols and procedures

• Regularly supports compliance and accreditation effort as assigned including, but not limited to OSHA and HIPPA

• Respects and acknowledges the organization commitment to cultural diversity, which is expressed through behavior, language and actions

• Consistently demonstrates good use of time and resources

• Consistently interacts with the patients and staff in manner that reflects favorably on the organization and promotes teamwork

• Responsible for providing a positive and professional orthodontic dental experience, welcomes and greets patients and visitors to the practice [preferably by name]

• Oversee patient relations & handle patients complaints, under indirect supervision

• Help explain company policy to patients

Reception Management

• Manage day to day operations of the front office

• Open and close office according to office protocol

• Review and maintain a professional organization of the office, waiting and front desk area for a neat, professional appearance and make any necessary accommodations

• Organize patient educational materials and doctor referrals

• Prints Daily Appointment Report and reviews ledgers with outstanding balances

• Check the daily schedule for accuracy

• Answer and respond to phone calls with professionalism

• Ensures that important forms, Informed Consent, Our Policies and HIPAA Privacy Notice are available and printed

• Checks Voice Massages, Emails, Sesame and follow up with all messages

• Manage recall, callback and inactive patient systems

• Confirm the next day’s appointments according to protocol and patient preferences

• Schedule patients follow up appointment for efficient use of doctor and staff time

• Collect payment from patients at the time of treatment

• Sends out Statements for account receivables

• Receives incoming and sends outgoing mail

• Make follow-up appointment as needed

• Review supplies for the front desk and provide to the supply manager

• Send out Daily Aging Report email

New Patient Intake

• Obtain New Patient Information using NP Phone Slips

• Enter patient information into Wave Ortho and OrthoFi

• Required Information

• Patients Name with correct spelling [No Nick Names in Wave Ortho]

• Address [entire address must be written on the 1st address line in Wave Ortho]

• Email [required for OrthoFi to provide patients with electronic NP Forms]

• Phone Number [Required for text message appointment confirmation]

• Chart ID – Member Insurance ID

• Model ID – Name of Insurance

• Medicaid ID – State Patients CIN Number Only

• Award ID – MCO Patient Status [Pending, Approved, Denied]

• Gender – Male/Female

• Date of Birth

• Social Security [Required to verify Insurance]

• Contact Info – RESP PARTY A [Must be an Adult over the age of 18, Parent or Guardian

• Primary Insurance [State INS/MCO Must have Medicaid ID to submit for ortho coverage]

• Treatment Info [provide Initial Exam Date, Set Recall Dates, Enter Treatment Start Date]

• General Dentist Info [Required, if none must be referred to a new DDS]

• Referrer [Require, we want to know where the patient heard of us]

Check-In/Check-Out Protocol

Check in

• Check-in patient according to the office protocol, verifying and updating patient information, all patient info must be in chart before any patient is checked in

• Obtain and scan New Patient RESP PARTIES Identification Card, State ID, Drivers License into patient chart

• Obtain and scan Insurance Cards into patient chart

• Review Patient’s chart and obtain any missing information that may be missing

• Review patient ledger, request payment method

• Verify Insurance and review Insurance ledgers for all Insurance patients at each scheduled visit, make sure that we are receiving payment, if we a haven’t received payment in more than 3 month please make a note and notify Billing Dept. [State Insurances must be checked on ePaces, as well as, INS Portales at time of visit]

• Note when State Patients are Inactive, contact RESP PARTY ONLY and inform them of INS Status or balance, contact Billing Department of status

• New Patients are registered into Vistadent and Cidex

Check Out

• Confirm treatment notes and with patients that all procedures have been completed

• Review that we have obtained all the necessary documents needed for insurance submission

• Review that we have collected and posted payments due

• Print and provide patient with signed out referral letter or appointment notes if requested

• Schedule follow up appointment accordingly by following scheduled template

Records Management

• Create yearly records progress record alerts for all new patient starts and Continuation of care Records alerts for MCO/State Patients

• Review patient chart and provide patients taking records with a records tag

• Please note patients must be seen and treated by the doctor before records are taken

Insurance

• Gather and accurately record insurance information

• Updating insurance information on patients when a change of insurance occurs

• Verifying patient insurance at each scheduled visit

• Must Check Insurance Ledgers, verifying that we are receiving quarterly payments

• Submit treatment plans for predetermination of benefits

• Prepare claims forms for patients with dental insurance

• Organize supportive materials for claim forms, such as radiographs, photos, HLD evaluations and narratives

• Assist in the resolution of problems with third-party payers by communicating with the billing department

• Prepare financial treatment plans and present payment options to patient who have lost insurance coverage if treatment coordinator isn’t available

EDUCATION and/or EXPERIENCE

· Some College Experience Preferred

· Sales experience 3-5 years

· Ortho / Dental experience not required

SKILLS and ABILITIES

· Sales experience engaging directly with customers

· Someone that can motivate and excite prospective patients about their orthodontic treatment

· Excellent Customer Service Experience

· Awesome attitude with an outgoing personality!

TRAVEL

· 25% (Preferred) May need to fill in another office

ADDITIONAL COMPENSATION

· Bonuses

· Store Discounts

WORK LOCATION

· One location

WHAT WE OFFER YOU

Benefits

• Competitive pay and bonus structure

• Health Insurance, 401k Retirement Plan

• Flexible work schedule

WHY YOU WANT TO WORK WITH US

COMMUNITY-CENTERED

Our offices are positioned where they are because we LOVE those areas! Our passion is helping New Yorkers feel confident in their smile. And when we aren’t doing that, we want to help our community in any other way possible!

TOP 1% INVISALIGN PROVIDER

We are experts at what we do, and our success with Invisalign has put iSmile Orthodontics in the top 1% of all orthodontists to offer the treatment. This means you can be a part of something BIG and feel proud of the work we do together.

STRAIGHTFORWARD PRICING

Going back to caring for our community, we don’t ever want people to feel like they got “tricked” into treatments they didn’t need or couldn’t afford. We are straight forward with our patients from the beginning, even if that means we don’t always make a profit because of unforeseen circumstances.

SMILE GUARANTEE

Our team members are always proud to say they work with iSmile Orthodontics, because we provide our patients with a smile guarantee! This means, nobody leaves our office unhappy with the work they received. You can feel pride in your job, in your work, and in your community

iSmile Orthodontics provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Job Types: Full-time, Part-time

Pay: $20.00 - $22.00 per hour

Benefits:

• 401(k)
• Health insurance
• Paid time off

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday
• Weekends as needed

Work Location: In person