Front Desk Receptionist

Atlantic Dental Group Job Description

Patient Services Coordinator (formerly Scheduling Coordinator)

Last updated: January 1, 2021

Job Overview / Purpose

In the dental office, the Patient Services Coordinator creates a lasting impression for each patient, whether in person or on the phone. This role works in conjunction with the entire office to provide 5-star service levels to all patients. The main responsibilities of a Patient Services Coordinator is to take care of the patient who is on the phone or face to face in regards to scheduling and collecting payments for same day services. This position keeps the patient flow running smoothly throughout the office and promotes a safe, pleasant, and harmonious environment for staff, doctors and patients. In addition, all coordinators are expected to act as an overall team player of the Atlantic Dental Group team.

Responsibilities / Duties

• Makes face to face patients and patients on the phone a priority above all other tasks
• Ensures all phone calls are answered according to Atlantic Dental Group procedures and follows up on patient messages throughout the day, specifically at the opening of the practice, after lunch and prior to leaving for the day
• Masters the use of the computer scheduling system (EagleSoft) and computer patient marketing/communication systems (Revenue Well, Dental Intel).
• Develops and maintains doctor / hygienist schedules to meet practice goals and reviews the schedule daily to ensure compliance to the template
• Prepares patients for scheduled appointment
• Schedules and confirms appointments according to practice templates and processes
• Confirms and updates patient information including personal data, insurance information, doctor preference and other necessary required information
• Verifies patient has appropriate prescriptions prior to and provides reminder to pre-medicate
• Informs patients of any outstanding balances due
• Reviews patient estimates and prepares pre-treatment financial arrangements with patients
• Educates and consults patients, discussing treatment needs and presenting treatment plans of certain dollar amounts, according to practice procedures

• Document patient dental treatments and financial transactions, to include signing of financial arrangements, process financing through Wells Fargo Credit and Care Credit
• Greets patients
• Communicates with patients regarding missed appointments, cancelled appointments, and reschedules appointments
• Manages unscheduled lists, “quick fill” lists, treatment pending lists, and other records to ensure both patient follow-through as well as the practice meeting scheduling goals
• Reviews files quarterly to ensure that each patient has future appointment scheduled
• Measures unscheduled time units per day, week, and month
• Notifies clinical staff of schedule changes as they occur and ensures patient charts are located and placed with appropriate staff throughout the workday and all charts are scanned into computer as paperless charts
• Completes patient check out process
• Collects fees for which patient is responsible
• Ensures services and providers entered at final check out are correct

• Follows office procedures for patient referrals
• Assists in coordination and execution of practice-building, marketing and public relation efforts with patients, parents, referring doctors and the local community
• Establishes positive rapport with patients, usus patient name repeatedly throughout appointments, records personal information, communicates office policies to patients and offers follow-up phone calls
• Provides information to patients and employees by answering questions and requests and/or forwards requests to the appropriate doctor or Atlantic Dental Group contact
• Performs documentation, record keeping and office management activities including but not limited to
• Keeps patient records in order to track care and treatment and updates information as received
• Updates routers according to services rendered
• Inputs scheduled services at the time appointment are made
• Creates daily, weekly and monthly reports

• Doctors Coordinators
• Runs morning huddles
• Prepares and reviews daily schedules
• Reviews patient account balances and insurance max amounts for the week
• Reports total dollar amount of treatment scheduled for the upcoming week and actual production from the prior week
• Reviews new patients and reactivated patients for reminder calls and welcome cards

• Responsible for close of office duties
• Balances end-of-day with charges and deposits and provide to Practice Manager
• Confirms all charges on daily production are accurate amounts and payment types
• Turns off electronic equipment in non-patient areas

• Creates month-end reports and forecasts monthly goals for the office and providers
• Responds to doctor, patient and employee concerns and inquires and seeks assistance as needed
• Follows OSHA procedures
• Follows HIPAA guidelines
• Maintains patient confidence and protects operations by keeping information confidential
• This position will cross-train in the following additional Patient Services areas: Reception, Patient Billing and Insurance

Scheduling

Atlantic Dental Group’s office is open for business from 8:00 am to 5:00 pm Monday through Thursday and 8:00 am to 12:00 pm on Friday, except for the 5thFriday and Holidays. The normal work schedule varies dependent on position and responsibilities. The patient Services Coordinator work schedule is as follows:

• Arrival times should fall between 7:45 and 8:00 am
• Lunch should be taken between 12:30 and 1:30 depending on shift
• When scheduled for a mandatory staff meeting which occurs during lunch, you will be paid “meeting rate” during the meeting time
• You should be clocking out no later than 5:30 pm Monday through Thursday and 12:30 on Fridays
• The scheduler with the last patient signing out should run the end of day reports.

Skills / Qualifications

• Strong listening skills
• Good verbal and written communication skills
• Team player
• Through and systemic
• Attention to detail and accuracy
• Confident
• Receptive to feedback, growth and training
• Basic computer skills and knowledge
• Professional dress and appearance
• Dental/Medical knowledge preferred, but not required

Position Reports to

• Schedulers report directly to the Patient Services Supervisor or Practice Manager

Sign & Date ___________________________________________________________________________________________________

Job Type: Full-time

Pay: $13.00 - $18.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Uniform allowance
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• No weekends

Education:

• High school or equivalent (Preferred)

Experience:

• Customer Service: 1 year (Required)
• Computer Skills: 1 year (Required)

Typical start time:

• 8AM

Typical end time:

• 5PM

Setting:

• Medical

Ergonomic Workspace:

• Yes

Administrative Duties:

• Scheduling
• Answering and routing phone calls
• Greeting visitors

Financial Duties:

• Processing payments

Company's website:

• https://www.atlantic-dental.com/

Company's Facebook page:

• https://www.facebook.com/AtlanticDentalGroup

Benefit Conditions:

• Only full-time employees eligible

Work Remotely:

• No

COVID-19 Precaution(s):

• Personal protective equipment provided or required
• Temperature screenings
• Sanitizing, disinfecting, or cleaning procedures in place