Orthodontic Treatment Care Coordinator | Patient Advocate

Description

SUMMARY

As a Treatment Care Coordinator, you will serve as the primary liaison between the doctor and the patient, guiding them throughout their dental care journey and welcoming new patients to the practice. You will manage patient relationships, educate patients on their individualized treatment plans, and discuss payment options, pre-estimates, and necessary follow-ups to ensure a seamless and positive patient experience.

KNOWLEDGE, SKILLS, AND ABILITIES

• Exceptional customer service and interpersonal skills, with a friendly, professional, and approachable demeanor.
• Strong verbal and written communication skills; bilingual candidates encouraged to apply.
• Proficient with Microsoft Office and mobile applications; experience with Dolphin software is a plus.
• Highly organized, detail-oriented, and able to multitask effectively while working independently or as part of a team.
• Able to thrive in a fast-paced environment, meet deadlines, and maintain patient confidentiality at all times.

ESSENTIAL FUNCTIONS

• Patient Reception & Communication
• Build rapport with patients, understand their treatment goals, and provide a welcoming, professional experience.
• Clearly explain treatment plans, clinical procedures, and available dental services, addressing questions and concerns.
• Assist patients in prioritizing treatments and developing scheduling and payment plans, including financial consultations for new and existing patients.
• Educate patients on the practice’s financial policies and available payment options.
• Follow up on treatment consultations, financial documents, correspondence, and appointments.
• Communicate with patients in person, by phone, email, or mail, and coordinate with clinical staff to ensure timely service.
• Financial Processing & Insurance
• Process patient payments at the end of appointments, including cash, checks, credit/debit cards, and insurance payments.
• Ensure procedures are accurately coded and charged, and assist with verifying, submitting, and tracking insurance claims and pre-determinations.
• Address billing inquiries, insurance coverage questions, and payment plan discussions, documenting guarantor notes as needed.
• Maintain and manage payment options, financial policies, and reports—including unscheduled treatment tracking—to support the practice’s financial health.
• Office Operations & Compliance
• Support a seamless patient experience by collaborating with front desk staff, dental assistants, and doctors.
• Manage all incoming and outgoing communications, including phone calls, emails, faxes, and mail.
• Ensure the schedule remains full by tracking correspondence, inputting and maintaining reports.
• Ensure full compliance with HIPAA regulations to protect patient confidentiality.
• Perform other duties as assigned by the Doctor or Site Manager.
• Team Collaboration
• Maintain positive, open communication with doctors, the Site Manager, and clinical staff to ensure a productive and efficient schedule.

COMPETENCIES

• Effective time management and organizational skills to prioritize tasks, manage appointments, and deliver efficient patient care.
• Strong customer service, teamwork, and interpersonal skills, demonstrating respect, empathy, and inclusivity toward patients and colleagues.
• Flexibility, independence, and problem-solving ability, with the capacity to adapt to varying work schedules, locations, and challenges.

May have other duties assigned at any time.

Please note that this job description is not intended to be an exhaustive list of all activities, duties, or responsibilities required of the employee

for this position. Responsibilities, duties, and activities may change at any time, with or without notice.

EEO STATEMENT

Great Smiles provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all employment terms and conditions, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Requirements

MINIMUM QUALIFICATIONS

• High school diploma or equivalent.
• Prior experience in a dental or healthcare setting preferred.
• Knowledge of dental terminology and familiarity with dental and insurance billing procedures.

PHYSICAL DEMANDS

This position may require prolonged sitting or standing, repetitive motions, and tasks common to primary care dentistry. It involves using phones, computers, and other office equipment, and may include irregular hours and stressful conditions. Exposure to clinical hazards such as communicable diseases, body fluids, radiation, and chemicals is possible. Physical demands include lifting up to 30 pounds, and the ability to stoop, kneel, reach, hear, see (including color and depth perception), and communicate effectively.

WORK ENVIRONMENT

This job operates in a pediatric dental and orthodontic office environment. It regularly uses standard dental/orthodontic equipment, including X-rays and photos. Additionally, standard office equipment such as computers, phones, photocopiers, file cabinets, and fax machines is routinely utilized in this position.