Patient Care Coordinator

The Dental Patient Care Coordinator supports the mission, values, and service standards of Neighborhood Services Organization (NSO) by providing compassionate, professional, and efficient coordination of patient care.

The Patient Care Coordinator serves as a primary point of contact for patients before and after clinical treatment and plays an important role in ensuring continuity of care. This position coordinates follow-up appointments, treatment plan communication, patient checkout and payments, referrals, medical consultations, transportation requests, and communication with partner agencies and outside healthcare providers.

The Patient Care Coordinator works closely with dentists, dental hygienists, dental assistants, the Dental Clinic Manager, NSO staff, patients, and community partners to ensure a smooth patient experience from treatment planning through completion of care.

All duties must be performed in accordance with NSO policies and procedures, applicable privacy and security requirements, and established dental clinic protocols.

• Provide a welcoming, respectful, compassionate, and professional experience for all patients.
• Serve as a primary point of contact for patients with questions regarding appointments, planned treatment, referrals, and clinic procedures.
• Communicate treatment plans and next steps to patients based on information provided and approved by the treating dentist.
• Direct clinical questions or questions requiring diagnosis or clinical judgment to the appropriate licensed dental provider.
• Assist patients with completing required forms and documentation through the patient portal, office iPads, or other approved methods.
• Verify and update patient demographic, contact, medical, and other required information.
• Protect patient privacy, confidentiality, and protected health information (PHI) in accordance with NSO policies and applicable HIPAA requirements.
• Provide culturally responsive, trauma-informed, and respectful service to individuals from diverse backgrounds, including patients experiencing homelessness, financial hardship, or barriers to healthcare.

• Schedule, reschedule, and cancel patient appointments by telephone, text, email, approved patient communication systems, and in person.
• Schedule follow-up appointments, recare visits, and restorative or specialty treatment as directed by the clinical team.
• Review the daily appointment schedule and work to maintain established scheduling and productivity goals.
• Maintain and utilize the clinic's Quick Fill or cancellation list to fill open appointments when possible.
• Contact patients who have not confirmed scheduled appointments in accordance with clinic procedures.
• Respond promptly to appointment requests received through Revenue Well or other approved patient communication platforms.
• Follow up with patients regarding incomplete treatment plans and outstanding care needs.
• Coordinate NSO transportation for eligible patients requesting transportation assistance.

• Ensure patients receive copies of treatment plans and understand scheduling and administrative next steps.
• Follow up with patients regarding approved treatment plans and assist with scheduling recommended care.
• Prepare, submit, track, and follow up on referrals to outside dental specialists and other dental care providers.
• Prepare, submit, track, and follow up on medical consultation requests to outside medical providers.
• Submit and track treatment plans and related documentation with partner agencies and organizations operating under current agreements or MOUs, in accordance with authorization and privacy requirements.
• Coordinate communication between NSO, partner agencies, medical providers, dental specialists, laboratories, and other authorized parties as needed to support continuity of care.
• Track outstanding referrals and consultations and communicate status updates to the appropriate clinical staff.
• Coordinate and dispatch dental laboratory cases and related documentation according to clinic procedures.

• Accurately enter relevant patient information into the dental practice management and electronic record systems.
• Maintain accurate and complete patient records in accordance with NSO policies and applicable privacy, security, and record-retention requirements.
• Scan and appropriately file documents, including medication lists, medical…