Scheduler/Treatment Coordinator

PRIMARY RESPONSIBILITIES

Primarily responsible as scheduler/treatment coordinator for the schedule of the dental office, to include but not limited to ensuring patients get scheduled appropriately, making sure the schedule stays productive, filling any openings in the schedule, confirmation of patients to make sure they arrive, etc. Responsible for making sure other employees, who add or edit the schedule, are trained and follow scheduling policy. Accountable as treatment coordinator for the ensuring patients understand and schedule for necessary treatment. Other responsibilities include but are not limited to, coordinating communications between doctors and patients, helping to build and maintain a doctor/hygiene schedule, assisting with patient inquiries, including insurance questions, organizing and presenting patient treatment plans with financial obligations and getting patient acceptance. Will also be required to assist with general front office duties.

SPECIFIC DUTIES

Schedule Management

•  Filling schedule and open appointments/late cancelations is always main priority of scheduler. 
•  Maintain Hygiene and Doctor schedule for multiple clinicians by monitoring schedule, makingand confirming appointments through client recall system
•  Manage the schedule so the office runs optimally and efficiently so that each patient receives the highest quality of dental care
•  Making sure communication actively occurs between front desk and clinical team on schedule changes throughout the day
•  Confirm the next day’s appointments according to protocol and patient preferences
•  Schedule patients for efficient use of doctor and staff time 
•  Check patient quick-fill list (ASAP, pinboard, broken) to try to fill in cancellation and no-show appointment times
•  Review schedule daily, weekly, and monthly. Make sure that production block scheduling is being utilized to maximize efficiency of staff schedule 

Consultation Management

•  Conduct patient consultation 
•  Calculate fees for treatment based on various fee schedules
•  Assist patients with financing options, insurance questions and treatment concerns
•  Notify patients when pre-estimates come back and schedule appointments after making proper financial arrangements
•  Prepare in advance treatment consent forms, including surgical, endodontic, and general consents
•  Record chart entries from phone or in-person conversations when appropriate
•  Manage doctor charts for treatment plans, treatment conferences, letters and phone calls
•  Prepare financial treatment plans and present plan options to patient at end of their appointment
•  Assist with consultation appointment as directed by doctor—for example, treatment coordinator should be in the room with the doctor and patient for all or part of the consultation appointment
•  Make all financial arrangements with the patient after doctor has left the consultation room

Patient Management

•  Manage doctor charts for treatment plans, treatment conferences, letters and phone calls
•  Oversee patient relations & handle patient complaints, according to office protocol
•  Help explain office policy to patients
•  Confirm the next day’s appointments according to protocol and patient preferences 
•  Make follow-up appointments as needed
•  Record chart entries from phone or in-person conversations when appropriate
•  Maintain the recall system. Run reports, send recall cards and make calls as needed. Send letters to inactive patients.
•  If indicated, set up appointment for patient with specialist/general dentist. Coordinate with specialist’s /general dentist’s office; send explanatory letter, x-rays, study models, etc.
•  Make sure that the office knows exactly where the patient is “in the system” at all times. For example, treatment coordinator should know whether patient has scheduled treatment, scheduled with specialist/general dentist, deferred recommended treatment, etc. and be aware of what the next step is and when it will occur
•  Schedule patient for treatment at the appropriate time after the specialist/general dentist has completed treatment
•  Take phone calls from patients or specialists/general dentists who have questions about treatment
•  Meet with doctor briefly on a daily basis to review schedule, significant information and systems, items that need attention

Records Management

•  Gather and accurately record insurance information from patients
•  See that records are stored securely and handled in compliance with HIPAA privacy and security regulations 
•  Accurately file patient information
•  Arrange patient charts and radiographs for the next day’s appointments 
•  Track cases and referrals to and from other doctors

Insurance

•  Update insurance information on all patients at all times 
•  Organize supporting materials for claim forms, such as radiographs or written narratives, as directed by doctor
•  Assist insurance coordinator with posting correct treatment codes for billing insurance 
•  Verify patients benefit eligibility and dental treatment history as needed

Inventory Management

•  Monitor inventory and place items on list to be ordered as needed
•  Monitor and make sure all dental office equipment is working properly

Office Participation

•  Be an active participant in staff meetings Perform other tasks as assigned by office manager

Correspondence

•  Sort, organize, and distribute mail
•  Prepare and send out new patient and referral thank-you letters as directed by office manager
•  Prepare and send out continuing care notices as directed by office manager
•  Prepare and send out other necessary correspondence as directed by office manager

PERSONNEL REQUIREMENTS

Education/Experience

•  High school diploma
•  Legible handwriting for communications
•  Knowledge of Dental Software a plus
•  Office experience desired

Interpersonal

•  Good interpersonal skills to maintain effective rapport with patients, dentists, other staff members and community 
•  Effective verbal skills to communicate with patients and staff
•  Team player
•  Able to adapt to office policy improvements (office is constantly striving for improved customer care/service) 
•  Conflict resolution experience
•  Customer service or patient relations experience
•  Quick response/accurate data entry 
•  Communicate all concerns to Office Manager