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

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

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. The position strives to make each phase of the patient treatment a very positive experience from the initial phone call through to the completion of dental treatment care. Responsibilities include supporting the scheduling and administration of patient appointments, updating patient information, payment collections, billing inquiries, answering telephone calls, generating reports, and providing overall support to the Group Practice Team.

• Providing support to student providers by contacting patients and booking all patient appointments; assisting student providers and patients with questions and concerns, 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 backfill patients), reviewing phone call and utilization reports to aid in optimal chair time use, 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, have consecutive failed appointments, or have selected self‑discontinuance as established by the Office of Clinical Affairs.
• Performing patient check‑in duties: updating demographics, verifying insurance eligibility, verifying consent, verifying signed treatment plan, accepting payment, providing receipt, and notifying provider of patient arrival.
• Performing check‑out duties: booking follow‑up appointments if needed, collecting outstanding balances, processing bills/invoices, issuing walk‑out statements for services provided, providing an appointment card, notifying patient of required payment due at next session, and verifying session close.
• Performing closing duties: ensuring all charges are processed, reconciling daily payment transactions (cash/check/credit card), and delivering 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 healthcare private practice office, hospital, clinic, or dental practice is 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 and present potential solutions in a timely manner, gathering and analyzing information skillfully.
• Ability to maintain confidentiality, remain open to new ideas, and be willing to try new things.
• Ability to collaborate and work both independently and as part of a team.
• Excellent time management and organizational skills, demonstrating accuracy and thoroughness; self‑monitoring to ensure quality; ability to multi‑task and work under pressure while remaining composed.
• Strong interpersonal and verbal communication skills, demonstrating courtesy, respect, and professionalism at all times to patients, students, staff, and faculty.
• Comfortable working in a systems‑driven environment.
• Consistently on time, follows instructions, responds to management direction, and solicits feedback to improve performance.

Job Location:

BOSTON, MA

Position Type:
Full‑Time/Regular

Salary Grade:
Grade 44

We are an equal‑opportunity employer; 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, marital status, parental status or veteran status. We are a VEVRAA Federal Contractor.