Patient Care Coordinator

About the Job: Community Smiles Dental (CSD) is seeking an energetic and compassionate team-oriented patient care coordinator to join our team and support our Menomonee Falls locations.

This position would be part-time working Wednesday’s from 7:40am -4:30pm and Thursday’s from 7:40am-12pm.

The Patient Care Coordinator plays an important role in patient care: they primarily handle all check in and check out processes for our patients in addition to many behind-the-scenes administrative activities including checking patient insurance, patient case coordination, scheduling and confirming appointments and sending correspondence to referring offices. They are the first impression our patients receive when they arrive and they are also the last impression our patients experience when they leave our clinics!

Mission Accountabilities:

1.) Upholds the mission, vision, and core values of Community Smiles Dental by consistently demonstrating inclusivity, professionalism, quality, compassion, and community in all aspects of the roles.

2.) Positively contributes to building a highly inclusive culture where team members can thrive and represent CSD’s core values to the best of their ability.

3.) Maintains strong and positive working and interpersonal relationships with all employed at Community Smiles Dental including interns, externs and volunteers.

4.)Understands and complies with all employment policies and procedures defined by Community Smiles Dental.

Major Accountabilities:

1.) Manage daily appointment scheduling, patient check-in and check-out, and ensure accurate and timely communication with patients regarding upcoming visits, treatment plans, and follow-ups.

2.) Verify insurance eligibility and benefits prior to appointments, collect co-pays, and assist with billing inquiries to ensure accurate claims submission and timely payment processing.

3.) Serve as the first point of contact for patients by providing exceptional customer service, answering calls and messages promptly, and addressing patient concerns or directing them to appropriate staff.

4.) Works diligently to fill any open appointments and tries to minimize the patient wait list to ensure timely appointments for new patients.

5.) Works to ensure the confidentiality and security of patient records by adhering to HIPAA regulations and office privacy protocols. Maintain strict discretion when handling personal health information in all verbal, written, and electronic communications.

General Responsibilities:

  • Daily operations responsibilities include:
  • Arrives at 7:40am to open up the front office for the day.
  • Works collaboratively as a team with CSD dentists, hygienists, dental assistants and other patient care coordinators to ensure all patients are seen on time and patient needs are prioritized throughout the day.
  • Closes down the front office and waiting room once all patients and families have left for the afternoon.
  • Administrative duties include:
  • Staffs the front desk and ensures all CSD patients have a positive first impression including greeting patients and creating a welcoming environment.
  • Manages waiting room cleanliness including keeping it picked up, sanitized and ready for patients.
  • Prioritizes answering inquiries over the phone and in person with exceptional customer service skills.
  • Checks voicemails, returns phone calls and deletes old messages.
  • Checks email and responds to electronic faxes, referrals, and correspondence from other offices.
  • Reviews patient paperwork to ensure accurate completion and filed according to CSD standards including scanning into the patient’s Document Center and shredding it.
  • Follows HIPAA guidelines as they relate to patient information and how patient information is handled.
  • Patient care responsibilities include:
  • Upholds clinic policies with patients and their families including following our broken appointment policy.
  • Reviews patient insurance coverage in the ForwardHealth portal and maintains updated patient insurance information in the patient’s Family File.
  • Confirms patient appointments according to clinic guidelines.
  • Checks in patients for their appointments, updating necessary paperwork for their file, and ensures the schedule is updated when they are marked “ready” for their appointment.
  • Checks out patients ensuring that they have their 6 month re-care appointment scheduled and any restorative care appointments scheduled as needed.
  • Manages patient appointments in the schedule on a daily basis to ensure each provider’s schedule is full and confirmed, works ahead to identify and proactively fill the schedule as needed from the waitlist and/or ASAP list.
  • Supports patient’s language access needs through using a language line or interpreter.
  • Works in collaboration with the Clinical Manager to ensure patient related correspondence is electronically filed where it needs to be in a patient Document Center or emailed/faxed to another office.
  • Reviews patient’s Document Center in preparing the next day’s schedule.
  • Follows clinic guidelines in terms of PPE usage to protect self and others from infectious diseases.
  • All other duties as assigned.

Requirements/Education/Qualifications:

Minimum:

  • Ability to understand, demonstrate and support the mission, vision and core values of Community Smiles Dental.
  • Completion of high school diploma or equivalent.
  • Ability to work or use Microsoft Office suite, Google Suite and electronic dental health records software.

Preferred:

  • Post secondary education is preferred.
  • At least one year of experience working as a patient care coordinator.
  • Prior experience in a community-based or nonprofit sector organization.
  • Proficient in Dentrix or comparable dental electronic health record system and
  • Familiar with navigating in the Google Office Suite.
  • Bilingual-English/Spanish to effectively communicate orally in Spanish with patients and families including the use of dental terminology.

Other Knowledge, Skills and Abilities:

  • Effective oral and written communication skills.
  • Ability to work with diverse populations.
  • Ability to work independently with minimal supervision and instruction.
  • Ability to contribute to the priorities and needs of the team.
  • Ability to maintain confidentiality in regards to patient sensitive and protected information.
  • Ability to follow safety protocols including infection control standards.
  • Ability to effectively prioritize and multi-task throughout the day.
  • Ability to meet the work hours and schedules of the position.
  • Ability to work with a computer and frequently look at computer monitors throughout the day.
  • Ability to sit and/or stand for long periods throughout the clinic day.
  • Ability to occasionally lift and/or slide 10-20lbs at a time.
  • Ability to work in an environment with frequent moderate to high noise levels.
  • Ability to work in close proximity with other team members and patients.
  • Ability to effectively respond to varying situations using logical reasoning and decision making throughout the clinic day.
  • Ability to perform repetitive hand and wrist motions to accomplish small motor skills.
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