Patient Care Coordinator

Overview

The Patient Care Coordinator (PCC) coordinates the daily desk operations in the dental clinic and provides excellent customer service to both the patients and students of Touro College of Dental Medicine Albuquerque, New Mexico. The incumbent provides a positive student and patient experience, collects money, updates patient demographics, schedules, student/patient appointments, and closes out appointments. The Patient Care Coordinator reports to the Director of Clinical Operations. This position strives to make each phase of the patient treatment a positive experience from the initial patient phone call on through the completion of the dental treatment care. The PCC acts as the primary point of contact for patients within the Clinic Group Practices.

Responsibilities

• Perform check-in, update demographics, collect and upload patient dental insurance information, and verify dental eligibility when needed
• Updating the student appointment book with cancellations and no-shows as needed
• Monitor student attendance and student patient roster
• Perform check-out duties:
  • Process patient walk-out for services provided and notify patient of required payment due
  • Documentation in the Electronic Health Record, any communication with the patient
• Perform End of Day closing duties and run End of the Day reports
• Evaluate patient accounts:
  • Collect payments, prepare adjustments, & allocate funds
  • Work collaboratively with the Clinical Practice Leader (CPL) to support the Group Practice team with their patient care management
  • Meet at least weekly with CPL to review student compliance
• Check emails voicemails and respond to them in a timely fashion
• Promote hospitality and respect for all patients, students, and faculty
• Collect and send additional information requested by insurance companies
• Run reports assigned to control patients
• Accounts Receivable balances; (unapproved charges, pre-payments, & open balances)
• Communicate with the lab coordinator to clarify any financial hold
• Monitor student attendance
• Monitor student entering and obtaining faculty approval of daily codes and notes
• Communicate with patients to minimize or resolve patient issues within the school before escalation
• Report escalated patient issues to the Director of Clinical Operations
• Schedule Uber transportation for patient when required
• Safeguard patient privacy and confidentiality
• Answer the phones expeditiously and communicate effectively with callers including patients, faculty, students, coworkers, call center, etc
• Participate in periodic huddles with the clinic team
• Perform other duties assigned in support of clinic operations and patient care services as may be requested by Leadership

Qualifications

Education/Experience

• High School Diploma/GED Eqvlnt required.

Knowledge/Skills/Abilities

• General administrative duties required
• Proficiency in Microsoft Office Suite including Word, PowerPoint, & Outlook required
• Strong attention to details required
• Effectively manage and organize daily tasks, independently and with a team, while balancing multiple projects and meeting deadlines required
• Accuracy and productivity in completing tasks required
• Customer service and team orientated required
• Demonstrated ability to develop positive and cooperative relationships with students, faculty, and colleagues required
• Demonstrated proficiency in communication (written and verbal) required
• Accurate data entry skills experience with AxiUm, computer program entry is desirable.
• Adherence to confidentiality, state, federal, and HIPAA laws and guidelines with regards to patient's records.
• Must be available for work during the hours assigned for student instruction and practice development.
• Fluent in English; Spanish speaking a plus.

Working Conditions

• Able to lift up to 5 lbs.
• Patient care/facing role