Patient Coordinator

JOB OVERVIEW

The Patient Coordinator is responsible for promoting practice growth through effectively implementing administrative procedures and a positive, professional presentation as a member of the admin team. This position will project the positive, friendly atmosphere of our practice by welcoming all visitors in a cheerful and professional manner, maintain a positive relationship with local specialists, and deliver superior customer service. Provide information to callers, perform routine clerical and administrative functions such as drafting correspondence, scheduling appointments, organizing and maintaining paper and electronic files. Responsible to prepare, present, and schedule patients for treatment plans following Dentist’s and/or Associate Dentist’s exam notes and direction. Set up any financial arrangements, collect payments from patients and insurance companies. Direct and ensure compliance of office personnel on company policy regarding collection procedures. The Patient Coordinator is responsible for insurance verifications, the processing of insurance claims, and management of relationships with insurance carriers. Contacts insurance companies and patients regarding coverage determinations and outstanding balances. Researches and resolves insurance billing issues.

GENERAL REQUIREMENTS, WORKING CONDITIONS AND PHYSICAL REQUIREMENTS

• Sitting 80%
•  Standing/walking 20%
•  Moderate noise levels from medical and surgical equipment
• Medical, office, and lab setting
• Exceptional hand dexterity and typing skills to work with standard software programs provided.
• Good mathematical aptitude in order to prepare and interpret financial reports, collect, and track payments and account balances, and maintain financial integrity for the practice.
• Minimum lifting requirements of 35 pounds in order to accept equipment deliveries, and pack and unpack office supplies.
• Frequent client and interoffice personnel interaction as this position meets and greets patients and is heavily dependent on excellent customer interaction.
• Hearing – must be able to hear telephonic equipment and comfortably communicate with patients and others by telephone and in person.
• Near Vision – the ability to see details at close range (within a few feet of the observer) as required for computer data entry and the preparation of treatment plans.
• Manual Dexterity – the ability to quickly move your hand, your hand together with your arm, or your two hands to grasp, manipulate, or assemble objects.
• Active Learning – understanding the implications of new information for both current and future problem-solving and decision-making.
• Must demonstrate excellent communication skills – talking to others to convey information effectively.

ESSENTIAL ROLE RESPONSIBILITIES

• Maintain thorough and accurate patient records using the practice’s management software.
• Stock all needed supplies and maintain equipment.
• Understand and utilize knowledge of insurances and financial policies.
• Properly handle specialty referrals.
• Successfully maintain recall system.
• To the extent available, able and/or cross-trained, help any staff member that may need assistance.
• Welcome patients and visitors cheerfully.
• Operate telephone switchboard to answer, screen and forward calls, providing information, taking messages, and scheduling appointments.
• Greet visitors and callers, handle their inquiries, and direct them to the appropriate persons according to their needs.
• Learn to operate new office technologies as they are developed and implemented.
• Memorize and use scripts effectively both over the phone and in person.
• File and maintain records.
• Collect, sort, distribute and prepare mail, messages, and courier deliveries.
• Provide information about the practice, such as location of offices, employees within the organization, or services provided.
• Transmit information or documents to patients, using computer, mail, or facsimile machine.
• Directly assists the doctor to create and prepare financial arrangement and insurance options that meet both patients’ and practice’s needs.
• Specialized understanding and experience in handling insurance and billing matters in a medical setting.
• Processes insurance payments and ensures timely collection from patients and insurers.
• Provide, and complete insurance paperwork and obtain information from patients’ insurance provider(s) as needed to ensure payment.
• Create, prepare, and work with the doctor to create financial arrangement options that meet both patients’ and practice’s needs.
• Current knowledge of the Fair Credit Standards Act and its application to dental offices and the ability to ensure all personnel compliance to Act.
• Present and explain plans to patients before treatment(s) is performed.
• Ensure timely collection from patients, including payment or insurance processing, as necessary.
• Actively pursues provision of excellent patient service.
• Must be able to comfortably and efficiently handle multiple deadlines and task assignments.
• Must be able to work both independently and cooperatively in team settings.
• Participate in morning huddle, and provide information regarding patients financial/ insurance status, patient treatment needs if necessary (i.e. emergency patients) and decide appropriate emergency patient appointment times with team.
• Adhere to strict safety guidelines and procedures to OSHA and office standards.
• Must always represent the practice in a professional, pleasant, and cooperative manner.
• Maintain regular attendance and adhere to assigned work schedule and office policies.
• Always maintain the highest level of confidentiality to HIPAA standards.
• Must be comfortable seeing and able to maintain a professional demeanor and attitude while working around blood and smells that may be unpleasant.
• Other duties and tasks, as assigned periodically.

ESSENTIAL KNOWLEDGE AND SKILLS

• Demonstrate a working knowledge of dental records and documentation.
• Able to perform basic computer functions using practice management software.
• Must be detail oriented in order to maintain good financial practices, account balances, and financial reporting.
• You must be flexible and understand that your job duties may change from time to time and that you may be asked to “help out” in other areas of the office.
• Must demonstrate active listening – giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Must demonstrate good reading comprehension – understanding written sentences and paragraphs in work related documents.
• Information ordering – the ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations).
• Comply with company’s standard operating protocols and procedures.
• Exercise knowledge of dental terminology.
• Comply with practice guidelines listed in employee handbook.
• Always follow the company’s core values- Trust, Integrity, Positive, Excellence- for yourself, the team, and our patients.

CORE PROFESSIONAL ATTRIBUTES

• Participate in marketing efforts, patient contact.
• Use downtime constructively.
• Performs light housekeeping around office.
• Must be detail oriented in order to work efficiently in small spaces and maintain patient comfort.
• Must excel in forward thinking in order to anticipate the needs of the patient.
• Problem Sensitivity – the ability to tell when something is wrong or is likely to go wrong. 
• Ability to calm and reassure patients facing uncomfortable or painful procedures. 
• Act in a professional manner with patients, providers, staff members and management.
• Develop excellent rapport with both patients and staff.
• Administer a positive “can-do” attitude. 
• Perform efficiently within in a fast-paced, busy environment while maintaining composure, staying on task, and providing a high-quality service experience for patients.
• Engage and interact well with people at all levels of the organization, both internally and externally.
• Work collaboratively and productively as a team player, taking the time to assist other staff members without being asked or instructed.
• Be open and flexible to support change, with varying schedules and/or office assignments, as necessary.
• Be self-motivated with the ability to exceed patient expectations. 
• Possess excellent organizational skills to effectively handle multiple tasks.
• Support and exemplify corporate vision and strategy.