UNIV - Treatment Care Coordinator, Pediatric Dentistry - College of Dental Medicine

Job Description Summary The Patient Service Representative (PSR) reports directly to the Patient Service Representative Supervisor for their assigned clinic. Under general supervision, the PSR provides a high level of customer service while verifying and preparing documentation for the Dental Medicine EHR. This role facilitates the timely completion of the front desk registration process, telephone inquiries, scheduling, patient check-out process, and works closely with students and faculty to provide quality service and care to patients. Provides courteous and professional customer service to internal and external customers.

Entity

Medical University of South Carolina (MUSC - Univ)

Worker Type

Employee

Worker Sub-Type​

Classified

Cost Center

CC001139 CDM Pediatric Dentistry

Pay Rate Type

Salary

Pay Grade

University-GEN09

Pay Range

53,142.00 - 71,706.00 - 90,372.000

Scheduled Weekly Hours

40

Work Shift

Job Description

35%:

• Monitor daily the work queue list to ensure up-to-date coordination of appointments
• Review upcoming appointments to ensure insurance verification has been completed for the week and patient information is accurate and complete.
• Provide clarity on outside referrals, especially hospital referrals as timely as possible and appoint accordingly.
• From the referral work queue and emergency triage secure chat model, coordinate appointments for new patients and emergency patients accordingly.
• Constantly monitor EPIC messages for emergency triage patient management
• Coordinate appointment cancellations if insurance benefits are not active, especially Medicaid. Review any outstanding balances prior to patient arrival to discuss and determine treatment options.
• Work closely with the PSR, Program Manager daily to maximize scheduling templates and appointment availability
• Coordinate with the Billing Office when clarification of insurance benefits or coverage is required.
• Document insurance verification and any financial estimates accurately in the Electronic Health Record (EHR).
• Work closely with the Billing Office to ensure all necessary forms, approvals, and supporting documentation are completed accurately and maintained within the patient record to support treatment authorization and compliance requirements as necessitated by insurance companies.

25% :

• Works closely with Program Director and Program Manager to meet the ever-demanding schedule changes with resident rotations and patient care
• Provide clarity on explanation of treatment costs, insurance coverage, patient financial responsibility, and available payment options as needed.
• Educate patients on CDM appointment policies, financial policies, and any other financing options when applicable.
• Ensure patients clearly understand treatment expectations, timeline, and financial commitment prior to initiating treatment if payment questions exist.
• Accurately document treatment acceptance or financial and/or appointment discussions within the EHR.

20%:

• Support patient care coordination by addressing patient questions related to treatment appointments, insurance coverage or lack thereof, patient financial responsibilities, and payment options.
• Assist with coordinating treatment appointments, especially requests through EPIC messages
• Follow up with patients who do not keep scheduled appointments, especially the referral requests.
• Monitor daily triage emergency chat model
• Actively engaged, along with PSRs, with scheduling appointments for Give Kids a Smile screening days and treatment days
• Actively engaged with coordinating and collaborating with hospital designees for consultations and care coordination treatments such as transplant preparations, hematology admissions, etc.
• Track and monitor clinic production activity to include missed and/or broken appointments, scheduled appointments after referral visits, procedures completed, etc.
• Collaborate with clinical staff and PSRs to ensure smooth transition from initial visit to treatment completion.

10%:

• Serve as a communication liaison between faculty attendings and pediatric dental providers, PSRs, and the Billing Office regarding treatment cases, plans, insurance coverage, and financial arrangements.
• Coordinate with front desk staff to ensure patients are scheduled appropriately for treatment start appointments.
• Work with providers to clarify treatment recommendations when patients have additional questions regarding their treatment plan.
• Facilitate resolution of patient questions related to financial estimates, insurance benefits, or payment arrangements.

10%:

• Ensure all financial discussions, insurance verification, and treatment acceptance documentation are recorded accurately in the EHR.
• Maintain compliance with HIPAA privacy regulations and CDM financial policies.
• Participate in departmental meetings, training, and quality improvement initiatives related to patient access and care coordination.
• Support operational improvements aimed at enhancing case acceptance and patient experience.
• All other duties as assigned by manager.

Additional Job Description

Minimum Requirements: A high school diploma and five years relevant experience in business management, public administration or administrative services; or a bachelor's degree and three years experience in business management, public administration or administrative services. Physical Requirements: (Note: The following descriptions are applicable to this section: Continuous - 6-8 hours per shift; Frequent - 2-6 hours per shift; Infrequent - 0-2 hours per shift) Ability to perform job functions in an upright position. (Frequent) Ability to perform job functions in a seated position. (Frequent) Ability to perform job functions while walking/mobile. (Frequent) Ability to work indoors. (Continuous) Ability to work outdoors in all weather and temperature extremes. (Infrequent) Ability to work in confined/cramped spaces. (Infrequent) Ability to perform job functions from kneeling positions. (Infrequent) Ability to bend at the waist. (Frequent) Ability to squat and perform job functions. (Infrequent) Ability to perform 'pinching' operations. (Infrequent) Ability to fully use both hands/arms. (Continuous) Ability to perform repetitive motions with hands/wrists/elbows and shoulders. (Frequent) Ability to reach in all directions. (Frequent) Possess good finger dexterity. (Continuous) Ability to maintain tactile sensory functions. (Continuous) Ability to lift and carry 15 lbs., unassisted. (Infrequent) Ability to lift objects, up to 15 lbs., from floor level to height of 36 inches, unassisted. (Infrequent) Ability to lower objects, up to 15 lbs., from height of 36 inches to floor level, unassisted. (Infrequent) Ability to push/pull objects, up to 15 lbs., unassisted. (Infrequent) Ability to maintain 20/40 vision, corrected, in one eye or with both eyes. (Continuous) Ability to see and recognize objects close at hand. (Continuous) Ability to see and recognize objects at a distance. (Frequent) Ability to match or discriminate between colors. (Frequent) Ability to determine distance/relationship between objects; depth perception. (Continuous) Good peripheral vision capabilities. (Continuous) Ability to maintain hearing acuity, with correction. (Continuous) Ability to hear and/or understand whispered conversations at a distance of 3 feet. Ability to perform gross motor functions with frequent fine motor movements. (Frequent) Ability to work in dusty areas. (Infrequent)

If you like working with energetic enthusiastic individuals, you will enjoy your career with us!

The Medical University of South Carolina is an Equal Opportunity Employer. MUSC does not discriminate on the basis of race, color, religion or belief, age, sex, national origin, gender identity, sexual orientation, disability, protected veteran status, family or parental status, or any other status protected by state laws and/or federal regulations. All qualified applicants are encouraged to apply and will receive consideration for employment based upon applicable qualifications, merit and business need.

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