Patient Care Coordinator

SUMMARY: 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.

ESSENTIAL FUNCTIONS

Patient Care & Customer Service

- 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.

Scheduling & Patient Follow-Up

- 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 RevenueWell 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.

Treatment Plans, Referrals & Care Coordination

- 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.

Patient Records & Administrative Support

- 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 consultations, referrals, and other patient records.

- Assist with maintaining patient charts, clinic records, and administrative documentation.

- Monitor and respond appropriately to telephone calls, voicemail, email, electronic messages, and requests for information.

- Operate multiple telephone lines; screen, transfer, and route calls; provide approved information; and document detailed messages.

- Perform general administrative duties including scanning, copying, filing, faxing, and document preparation.

- Use reasonable safeguards when transmitting or receiving confidential patient information.

Financial & Checkout Responsibilities

- Review applicable clinic financial policies and payment expectations with patients.

- Check patients out following appointments and schedule necessary follow-up care.

- Collect and accurately post patient payments in accordance with established procedures.

- Provide receipts and appropriate payment documentation.

- Maintain appropriate safeguards when handling cash, checks, credit/debit card transactions, and other forms of payment.

- In the absence of the Dental Clinic Manager, complete designated end-of-day reporting and reconcile applicable production/payment reports and deposits for Accounting.

- Promptly report payment discrepancies or reconciliation concerns to the Dental Clinic Manager or appropriate supervisor.

Compliance & Team Responsibilities

- Maintain patient confidentiality and comply with NSO privacy and security policies and applicable HIPAA requirements.

- Follow applicable OSHA, infection-control, workplace-safety, and exposure-control procedures.

- Maintain professional and collaborative working relationships with dentists, hygienists, dental assistants, clinic leadership, NSO staff, patients, and community partners.

- Participate in required staff meetings, training, and clinic activities.

- Maintain regular and reliable attendance and punctuality.

- Follow all NSO policies, procedures, professional standards, and codes of conduct.

- Perform other duties reasonably related to the position as assigned.

MINIMUM QUALIFICATIONS

- High school diploma or GED required.

- Minimum of two years of dental front-office, dental patient coordination, or comparable dental administrative experience required.

- Working knowledge of dental terminology, common dental procedures, and dental charting practices required.

- Experience with appointment scheduling and dental practice management systems required.

- Demonstrated customer service and patient-relations skills.

- Strong verbal and written communication skills.

- Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.

- Demonstrated attention to detail and accuracy.

- Basic math skills and ability to accurately handle and reconcile patient payments.

- Basic proficiency with computers, email, electronic records, word processing, spreadsheets, and office equipment.

- Ability to maintain confidentiality and appropriately handle protected health information.

- Ability to successfully complete all pre-employment requirements established by NSO for the position.

PREFERRED QUALIFICATIONS

- Experience working with individuals experiencing homelessness, medically underserved populations, or individuals facing barriers to healthcare.

- Bilingual proficiency in English and Spanish.

- Experience with Eaglesoft dental practice management software.

- Experience with RevenueWell or similar patient communication software.

- Experience coordinating dental referrals, medical consultations, treatment plans, and community partner services.

KNOWLEDGE, SKILLS & ABILITIES

- Demonstrates a patient-first, service-oriented approach.

- Communicate professionally, respectfully, and compassionately with patients, families, coworkers, providers, and community partners.

- Ability to communicate treatment-plan information accurately without providing clinical advice or independently interpreting a dentist's diagnosis.

- Ability to recognize when questions or concerns must be referred to a dentist, hygienist, Dental Clinic Manager, or other appropriate healthcare professional.

- Ability to organize work, prioritize competing responsibilities, and meet deadlines.

- Ability to remain professional and effective during periods of high patient volume or increased workload.

- Ability to work independently while functioning effectively as part of an interdisciplinary team.

- Strong attention to detail and commitment to accurate documentation.

- Ability to use dental practice management systems, electronic patient records, patient communication platforms, and standard office technology.

- Ability to understand and follow HIPAA privacy and security requirements and NSO confidentiality policies.

- Ability to understand and follow applicable OSHA and workplace-safety requirements.

- Demonstrates cultural sensitivity and the ability to work effectively with patients from diverse socioeconomic and cultural backgrounds.

- Demonstrates sound judgment, professionalism, discretion, dependability, and integrity.

PHYSICAL REQUIREMENTS

The physical requirements described below are representative of those required to perform the essential functions of the position, with or without reasonable accommodation.

- Ability to remain in a seated position and work at a computer for extended periods.

- Ability to periodically stand and walk throughout the dental clinic and office.

- Ability to frequently use a computer keyboard, mouse, telephone, touchscreen, and other standard office equipment.

- Ability to communicate effectively in person and by telephone.

- Ability to read information displayed on computer screens and printed documents.

- Ability to reach, bend, stoop, and retrieve files or supplies as needed.

- Ability to occasionally lift, carry, push, or move office or clinic supplies weighing up to 30 pounds.

WORKING CONDITIONS

- Work is primarily performed in an indoor dental clinic and administrative office environment.

- The position involves frequent interaction with patients, dental providers, NSO staff, community partners, and outside healthcare providers.

- Work may involve periods of high patient volume, competing priorities, interruptions, and time-sensitive responsibilities.

- The employee may work in proximity to clinical treatment areas and may have incidental exposure to blood, saliva, other potentially infectious materials, disinfectants, cleaning products, chemicals, and communicable illnesses. Employees must follow applicable infection-control, exposure-control, and safety procedures.

- Appropriate personal protective equipment (PPE) must be used when required by the employee's assigned duties and applicable safety procedures.

- The position involves regular use of computers, telephones, electronic patient records, and other office equipment.

- The work schedule may vary according to clinic operating needs. Employees in this position are currently expected to work one Saturday per month or as otherwise scheduled based on clinic needs.

OTHER REQUIREMENTS

The qualifications, physical demands, and work environment described herein are representative of those an employee will encounter and must meet to successfully perform the essential functions of this job.  Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.  The requirements listed in this document are the minimum levels of knowledge, skills, and abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.