Lead Patient Coordinator

Job Description

Job Description

Salary: $20-$22.50

Lead Patient Coordinator

The Oral Surgery Institute of the Carolinas
Location: On-Site
Job Type: Full-Time

Position Summary

The Oral Surgery Institute of the Carolinas is seeking an experienced and highly motivated Lead Patient Coordinator to oversee front-office operations and call center functions across the practice. This leadership role is responsible for supervising patient coordination staff, optimizing workflows, monitoring key performance indicators (KPIs), and ensuring an exceptional patient experience from the initial point of contact through treatment scheduling.

The ideal candidate is a strong operational leader with healthcare experience, exceptional communication skills, and a passion for developing high-performing teams. This position reports directly to the Practice Administrator and plays a critical role in aligning daily operations with the organization's strategic objectives.

Key Responsibilities

Team Leadership & Supervision

• Supervise and support front desk and call center team members.
• Provide coaching, training, and performance feedback to staff.
• Foster a culture of accountability, professionalism, and patient-centered service.
• Assist with staffing schedules, coverage planning, and workflow management.

Operational Excellence

• Implement and maintain standardized workflows that align with strategic initiatives established by the Practice Administrator.
• Identify opportunities to improve operational efficiency, patient satisfaction, and team performance.
• Ensure consistency in scheduling, patient communication, insurance verification, referral management, and registration processes.
• Support change management initiatives and operational improvement projects.

Performance Management & Reporting

• Monitor departmental KPIs and performance metrics.
• Analyze operational data and identify trends, opportunities, and areas requiring improvement.
• Prepare reports and provide regular updates to the Practice Administrator regarding team performance and operational outcomes.
• Assist in establishing performance goals and accountability measures.

Patient Experience

• Ensure patients receive exceptional service throughout their interactions with the practice.
• Address patient concerns and assist with service recovery when necessary.
• Maintain a welcoming, professional, and efficient patient experience across all points of contact.

Compliance & Administrative Support

• Ensure adherence to organizational policies, HIPAA requirements, and industry best practices.
• Support implementation of new procedures, technologies, and operational initiatives.
• Collaborate with clinical and administrative teams to ensure seamless patient care coordination.

Qualifications

Required

• Minimum of 5 years of healthcare experience in a medical, dental, oral surgery, or specialty practice environment.
• Demonstrated experience supervising staff and managing front-office operations.
• Strong knowledge of patient scheduling, insurance processes, and healthcare administration workflows.
• Excellent organizational, communication, and problem-solving skills.
• Proficiency with electronic health records (EHRs), practice management systems, and Microsoft Office applications.
• Ability to analyze performance data and drive operational improvements.

Preferred

• Bachelor's degree in Business Administration, Healthcare Administration, or a related field.
• Experience managing call center operations within a healthcare setting.
• Experience developing and implementing operational workflows and process improvement initiatives.

Benefits

• Competitive compensation
• Health, dental, and vision insurance
• Paid time off and holidays
• Retirement plan options
• Professional development opportunities
• Supportive and collaborative work environment