Orthodontic Patient Coordinator

Description

*THIS IS A SPLIT POSITION BETWEEN MIDDLETON, WAUNAKEE AND SUN PRAIRIE*

JOB PURPOSE:

To enhance the daily operations of the front office by providing excellent service and communication to our patients.  The Patient Coordinator gives the first overall impression of the company when walking in the door, when calling a patient, or when checking out; therefore it is vitally important to set the tone with a positive attitude.

ESSENTIAL FUNCTIONS:  

1. PATIENT CHECK IN RESPONSIBILITIES:

• Greet all patients as they walk in the door.
• Verify and update patient address, phone number and insurance.
• Verify if the patient has an e-mail address and if they would like to receive an email confirmation for appointments.
• Mark the patient ready in the computer.
• Have all new patients fill out the necessary paperwork and upload the information in Ortho II.

2. PATIENT CHECK OUT RESPONSIBILITIES:

• Greet the patient as they walk up to the desk and ask how their appointment was.
• Charge out the necessary treatment charges for their appointment.
• Collect any amount due for the appointment or past due balances.
• Post payments to the patients account and print a walkout statement.
• Make any necessary follow up appointments for the patient.

3. FINANCIAL RESPOINSIBILITIES/TREATMENT PLANS:

• Answer any financial questions a patient may have.
• Understand insurance coverage and be able to explain it to patients (maximums, coverage percentages, etc.).
• Print statements, receipts or patients ledger as requested.
• Be available to go into an operatory when financial assistance is needed.
• Post payments to the patients account and print a walkout statement.
• Give patient any necessary information about upcoming treatment (i.e. brochures, appointment card, sequence of appointment, financial obligation).
• Input Orthodontic Contracts into Ortho II if necessary.

4. INSURANCE RESPONSIBILITIES:

• Enter responsible party information and insurance information into Ortho II. Note insurance information in the insurance note tab. Utilize Dentrix to gather mutual patients’ information.
• Make proper notes in each patient folder including a name of the insurance, date, and the outcome.
• Verify benefits, dollar amount of maximum, any maximum used, percentage of covered benefit and age limit if necessary.

5. DAILY RESPONSIBILITES:

• Schedule patients for necessary appointments when they are in the office, or call the office following the template within the schedule to schedule patients at the correct location.
• Pleasantly answer incoming calls and greet all patients checking in for appointments.
• Fill the schedule when there are openings or cancellations.
• Call in-house referrals to assist in scheduling new patient appointments.
• Prepare information and records for transfer patients including AAO form.
• Post any patient payments received by mail.
• Run end of day reports for proper balance each day.
• Properly fill out the deposit, verify deposits from other location. Make the necessary reconciliations before closing out the day.
• Courier copy of the deposit sheet to Headquarters.
• Take the cash deposit to the bank.
• Confirm patients’ upcoming appointments via phone call.
• Scan patient charts and loose paperwork to the correct spot.
• Check Demand Force surveys for needed follow up.
• Follow up on chart requests. Send or fax charts to necessary sites and make ledger notations.
• Sort mail daily and distribute to necessary parties.

6.  SERVICE RESPONSIBILITIES:

• Exemplify excellent patient service by following up with the patients and answering their questions in a thorough manner. 
• Foster a positive attitude at work when interacting with staff and patients and be a team player.
• Practice First Choice Dental’s philosophy of 3-step communication.
• Perform work in an efficient manner, be organized and understand the importance of having a sense of urgency responding to patient’s request.
• Be willing to help out at other sites (on day off or when asked).
• Respect patient privacy by maintaining a professional tone and by not discussing personal matters with other staff in front of a patient. The focus and conversation should always be centered around the patient. Keep level of voice controlled in order to not disturb other patients.
• Maintain high attention to detail.
• Take the time to carefully explain information to patient’s in a non-technical manner.

Requirements

JOB QUALIFICATIONS AND JOB EVALUATION 

DOCUMENTATION

The requirements listed below are representative of the knowledge, skill and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

KNOWLEDGE    

EDUCATION:     

• High School Diploma required   
• Associate Degree preferred

EXPERIENCE:      

• Requires a minimum of two years of recent (within the last 5 years) front office/support experience
• High proficiency with computers and electronic communication preferred

SKILLS AND ABILITIES:   

• Strong interpersonal skills (making the patient feel welcome)
• Strong organizational and teamwork skills
• Ability to prioritize multiple requests efficiently
• Strong attention to detail and accuracy
• Effective written and verbal communication skills

LICENSES / CERTIFICATIONS:            

• None required

DECISION MAKING         

• Prioritize duties
• Strong willingness to respond to patient questions/requests

BUSINESS RELATIONSHIPS          

• Demonstrate exceptional customer service and interact effectively with doctors, patients, vendors, visitors, team members and the broader heath care community. 
• Demonstrate a commitment to service, organizational values and professionalism through appropriate conduct and demeanor at all time. 

CONFIDENTIAL INFORMATION   

• All employee records/conversations/benefit elections.
• Business legal matters.

HOURLY WAGE

• Based on experience

HOURS/WEEK  

• Approximately 36 – 40 hours/week

PHYSICAL DEMANDS

  Balancing

  Crouching

 X Hearing

 Seeing

 X Sitting

 X Carrying

 X Feeling

  Kneeling

 X Close

 X Standing

  Climbing

  Fingering

 X Lifting

  Far

  Stooping

  Crawling

 X Grasping

  Pulling

 X Color

 X Talking

  Depth

 X Walking

EXPOSURES

  Airborne Particles

  Explosives

  Muscular Strain

 Temperature

  Caustics

  Fumes

  Noise

  Toxicants

  Chemicals

  High Places

  Odors

  Vibration

  Electrical Current

  Moving Parts

  Physical Abuse

 X Vision Strain

  Weather