Patient Care Coordinator
This is a customer service oriented position. The Patient Care Coordinator communicates and implements the business logistics that are much needed in a dental practice. The PCC is effectively bridging the gap between the clinical floor and the patients by representing the practice in all facets of patient service. This may include, but is not limited to; greeting patients, answering the telephone, scheduling appointments, maintaining patient records and coordinating patient flow. Assists patients with understanding their financial responsibilities, insurance benefits and communicates with insurance companies regarding claims.
Essential Duties:
Patient Preparedness
Present at morning huddle patient names and amounts due so that effective collections of monies over the counter can take place during the day.
Identifies patients in the daily schedule who are a financial concern, notes payment problems on the patient’s chart. Report to the office manager for a conference with them either prior to or at the time of the appointment.
Reviews patient charts for remaining benefits and potential concern regarding same day treatment.
Establishes, maintains and keeps patient files and records up to date (i.e. address, phone number, insurance information, etc.).
Patient Finances/Payments
Prepares patient financial action plans.
Collect payments from patients and insurance, posting daily to appropriate accounts.
Monitors payments to ensure treatment financing is followed through appropriately.
Coordinates patient financial arrangements according to the financial policy.
Prepares and mails financial statements that accurately reflect current debts/credits each month on a regular billing cycle.
Maintains appropriate financial documentation, including signed financial agreements if financing treatment.
Records all financial discussions with patients on the chart and enters this information in
the computer.
Contacts patients who have not kept their financial agreement within a 5-day grace period to collect payment in accordance with the financial plan policies. Inform OM
Discuss with OM patients with outstanding balances and contact collections per office policy and employer’s approval.
Treatment Presentation
Research patient insurance benefits on diagnosed treatment.
Presents the treatment plan cost estimates when needed.
Educates patients, as necessary, regarding insurance, their responsibility and basic terminology.
Insurance
Determines insurance eligibility, limitations and payment estimates necessary to facilitate financial arrangements.
Verifies charts have complete insurance information
Build insurance profile with basic insurance information on the patient’s chart for quick reference.
Estimates costs of treatment provided.
Studies the insurance plans that are used most frequently with patients to understand the various nuances of each plan in order to communicate more effectively.
Contacts patients when pre‑authorization is received and proceeds with scheduling.
Processes and submits insurance claims daily.
Monitors and follows-up on outstanding claims.
Sends information as requested by insurance companies such as x-rays, charting, narratives and other documentation for processing the claim when applicable.
Corresponds with insurance companies to resolve payment delays, requests for additional information, or to discuss treatment that has been denied coverage.
Handles all inquiries concerning insurance on a daily basis.
Scheduling
Monitors the schedule regularly, adjusts the schedule as necessary, and reschedules patients as needed.
Answers telephone, routes calls, provides information, and takes messages in accordance with practice procedures.
Schedules and adjusts patient appointments to maximize the patient care and reach practice profit target. Manages the daily, weekly, and monthly calendar to meet the practice production and collection goals.
Monitors the automatic communication system and maintains accuracy. Calls unconfirmed patients the day before to remind them of a scheduled appointment time.
Performs necessary duties associated with checking patients in and out. Record treatment information in the patient's chart. Enter the type of treatment planned for the next appointment, and the amount of chair time, doctor time and assistant time needed.
Reviews patient charts for any unscheduled treatment and contact patient to schedule.
Reviews the patient’s treatment-planning schedule and books series of appointments.
Misc Office Needs
Greets visitors and patients entering the practice and alerts appropriate staff of patient arrivals.
Prepares correspondence, memos, condolence letters, and other documents, as requested by the doctor.
Uses computer, fax, or courier service to transmit information or documents when requested.
Keeps the front desk and reception areas clean. Organizes magazines to keep current and neat. Water the plants.
Produces the doctor's call list, questions, referral summaries and provides list to the doctor each day, as necessary.
Adheres to all safety and health regulations.
Keeps staff and doctor informed of scheduling problems, issues or concerns
Organizes daily route slips and provides them to clinical staff for review.
Registers new patients, provides necessary paperwork (welcome letter, HIPAA documents), and ensures all required documents are completed by the patient.
Knowledge/Skills/Abilities:
Knowledge of Patient Care Coordinator procedures.
Knowledge of English composition, grammar, spelling, and punctuation.
Skilled in the use of standard office equipment including: telephones, calculators, copiers, fax, computers, and computer software (Excel, Word, Google Docs, Open Dental).
Ability to maintain composure and professionalism when exposed to stressful situations.
Ability to engender trust from the doctors, co-workers, and patients.
Maintain confidence with the patient regarding abilities of doctor(s) and staff.
Ability to work cooperatively with management, staff, and patients.
Ability to prioritize, organize, and complete tasks in a timely and independent manner.
Ability to accept constructive feedback.
Ability to understand and follow written and verbal instructions.
Ability to collect data, establish facts, draw valid conclusions, and maintain confidentiality.
Ability to communicate and express thoughts and ideas competently.
Ability to quickly grasp relevant concepts regarding duties and responsibilities.
Ability to greet visitors professionally and courteously.
Education / Experience:
High school diploma or equivalent
Minimum of 2 year(s) relevant experience in the dental profession - Preferred
Special Requirements/Certifications/Licenses: (Enter your requirements if applicable)
Physical and Environmental Requirements:
May be required to lift up to 25 lbs.
Active movement throughout the day: sitting, walking, standing, squatting, bending, stooping, reaching, etc. (not a sedentary position).
Vision: close vision, depth perception, and ability to adjust focus.
Hearing: able to satisfactorily communicate with patients, doctor, and other staff members to ensure that verbal communication is clearly understood, or a satisfactorily-equivalent method of communication.
Finger dexterity is needed to access, enter, and retrieve data using a computer keyboard or operate equipment.
May be required to administer first aid or CPR.
Occasional exposure to toxic or caustic chemicals and radiation.
Exposure to moderate noise levels.
Exposure to hectic, fast-paced, high anxiety environments.
Additional or different duties may be assigned occasionally at employer’s discretion.
—-This Office strives to utilize the skills of every team member to their fullest potential. We understand that each individual has unique skills and abilities that will excel with some responsibilities and struggle in others. This office believes that a well rounded team member working with other well rounded members has greater fulfillment and flexibility within their day. As you work alongside your front office team you will naturally find those tasks that best suit each of you. However this is a smaller office and the need for crossing training is vital for practice success. Therefore each front office team member will need to prove competence in each area of duties and responsibilities. On the job training is provided and by no means do we expect perfection right out of the gate. We will do our best to provide you with a work environment and tools needed for excellence so you can succeed. All we ask is you come to work each day willing to learn and cooperate positively with the Estacada Dental Team.
