Patient Coordinator, GROUP Practice, School of Dental Medicine, Clinical Affairs Boston, MA

PATIENT COORDINATOR, GROUP PRACTICE, School of Dental Medicine, Clinical Affairs

Location:

BOSTON, MA, United States

Reporting directly to the Clinic Practice Manager, the Patient Coordinator works as part of a team within the Group Practice Model to ensure excellent customer service for both patients and students. This position strives to make each phase of patient treatment a very positive experience from the initial phone call through completion of dental treatment care. The Patient Coordinator provides support in scheduling patient appointments, updating patient information, collecting payments, handling billing inquiries, answering the telephone, running reports, and overall support to the Group Practice Team with patient care management.

Act as the primary point of contact for patients within the Group Practice. Responsibilities include but are not limited to:

• Providing support to student providers by contacting patients and booking all patient appointments; assisting student providers and patients with patient questions and concerns and escalating unresolved issues to the Practice Manager or Practice Leader; answering calls including voicemails and responding to patient emails.
• Running and maintaining patient waitlist reports; reviewing scheduling opportunities including emergencies and back filling patients into student provider open slots; reviewing phone call and utilization reports to aid in optimal use of chair time; updating scheduled patient appointment status to indicate cancelled or no show appointments; sending patient follow‑up letters based on established discontinuance protocols for patients who have become hard to contact, who have consecutive failed appointments, and who have selected self‑discontinuance established by the Office of Clinical Affairs.
• Performing patient check‑in duties including updating patient demographics, patient insurance information, verifying patient eligibility, verifying consent, verifying signed treatment plan, accepting payment and providing the patient with a receipt, and notifying the provider of the patient's arrival.
• Performing check‑out duties including booking a follow‑up appointment if needed, collecting outstanding balance resulting from an appointment, processing bills/invoices, providing a walk‑out statement for services provided, supplying the patient with an appointment card, notifying the patient of required payment due at the next session, and verifying session close.
• Performing closing duties including ensuring all charges have been processed for the day, reconciling the daily payment transactions—cash, check, and credit card—and bringing the collection bag to the cashier in the Office of Finance at the end of each day.
• Other duties and assignments of work in support of clinic operations and patient care services as needed.

• High School Diploma required;
  Associate's degree preferred.
• 1–3 years of experience in a customer‑service environment with heavy patient interaction; prior experience in a healthcare private practice office, hospital, clinic, or dental practice preferred.
• Ability to be flexible and adapt to changes in the work environment, including delays and unexpected events.

• Demonstrated ability to establish priorities, meet deadlines, and manage competing demands.
• Ability to identify problems/issues, think critically, gather and analyze information skillfully, and present potential solutions in a timely manner.
• Ability to maintain confidentiality and remain open to others' ideas with a willingness to try new things.
• Ability to collaborate and work in a team environment while also being an individual contributor.
• Excellent time‑management and organizational skills, demonstrating accuracy and thoroughness; monitoring own work to ensure quality; ability to multi‑task and work under pressure, maintain composure and meet deadlines.
• Strong interpersonal skills, including strong verbal communication and the ability to demonstrate courtesy, respect and professionalism at all times to patients, students, staff and faculty.
• Comfortable in a systems‑driven environment.
• Consistent attendance and punctuality, following instructions, responding to management direction, seeking feedback to improve performance.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, natural or protective hairstyle, religion, sex, age, national origin, physical or mental disability, sexual orientation, gender identity, genetic information, military service, pregnancy or pregnancy‑related condition, or because of marital, parental, or veteran status. We are a VEVRAA Federal Contractor.