Patient Care Coordinator

Neighborhood Services Organization•Oklahoma City, OK

1d•Hybrid

About The Position

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.

Requirements

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.

Nice To Haves

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.

Responsibilities

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.
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.
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.
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.
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.
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.