Treatment Coordinator

Summary/objective
The primary purpose of the Treatment Coordinator position is to maximize provider schedules, greet patients, and ensure all necessary documentation and paperwork is present and up to date allowing patients to have the best experience possible.

Essential functions
Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

General

• Answer and return incoming calls in a professional manner.
• Appropriately manage multiple incoming calls.
• Identifies system and procedural inefficiencies and provides solutions.
• Assist Care Center Lead as needed.
• Ensure exceptional customer experience throughout patient visit.
• Take ownership of the provider’s schedules to ensure maximum efficiency and production.
• Attend morning huddles.
• Maintain cleanliness of front desk area, break area and waiting area.
• Address office faxes, emails, texts, and weave correspondence.
• Act as a liaison between clinician and patient.

Appointing

• Schedule new patient exams and reschedule when needed.
• Enter all referral information into the patient records system.
• Screen each new patient for Same Day Starts opportunity.
• Send new patient welcome email and required paperwork.
• Collect patient’s insurance information prior to their scheduled appointment.
• Ensure patient’s insurance eligibility prior to appointment.
• Ensure Health History forms are completed and submitted.
• Ensure necessary radiographs are present.
• Connect with all unscheduled referral patients within 2 days of receiving referral.
• Submit insurance information for verification.

Scheduling

• Schedule patient appointment in appropriate and timely manner in order to maintain full daily schedules and meet production goals.
• Concentrate on current day first, next day second, i.e. an opening in a current day schedule takes priority.
• Ensure insurance verification and benefits breakdowns are present for patients.
• Ensure all patient appointments are confirmed (left message is not considered confirmed).
• Utilize various available reports to fill openings in provider schedules.
• Monitor/track Broken Appointments.
• Confirm patient appoints via text messages, emails, and phone calls.
• Notify clinical staff of changes in schedules.

Patient Relations

• Act as liaison between clinician and patient.
• Greet patients immediately upon arrival in pleasant and positive manner.
• Perform check-in procedures; obtain appropriate signatures for required documents.
• Assist the doctor in getting patients to understand and accept the recommended treatment and subsequently coordinate the treatment plan to work for both the patient and the dental office.
• Prior to patient leaving appointment, collect payment from patient in the form of credit card or check.
• Discuss financial options (payment plan, Care Credit, etc.) with patients and enter into computer appropriately.
• Assist patients with third party financing when necessary.
• Aid in collecting patient balances.

Leadership

• Confirm all charges from the day sheet against routing slips.
• Able to perform “close out” procedures at end of day (see appendix A)
• Able to independently run the office in the absence of the Lead.
• Assist care center lead with identifying location improvement and drives change.
• Takes on training, mentoring, and development of front office staff.

Compliance

• Adhere to confidentiality, state, federal, and HIPAA laws and guidelines with regards to patient’s records.
• Abide by all PPE standards for administrative staff.
• Minimize fraud, waste, and abuse.

Competencies

• Detail oriented.
• Maintains confidentiality.
• Provides a general knowledge base need to perform the job duties.
• Exhibits professionalism: patience, communication skills, customer service.
• Performs job duties with a positive attitude and dedication to working hard.
• Provides support and cooperation when working with other to provide the best patient care.
• Remains loyal, carrying out the organization’s mission, vision, and values.
• Problem solver through critical thinking and providing solutions.
• Proactive in identifying areas of opportunity and making the appropriate adjustments.
• Demonstrates an expert level knowledge and skill set to properly execute the position duties.
• Always performing their best work and leading others to do the same.
• Insurance billing.

Supervisory Responsibilities
None

Work Environment
Front Office

Required education and experience

• High School Diploma or equivalent
• Customer Service experience