Patient Coordinator, Group Practice Office of Clinical Affairs

Boston University•Boston, MA

3d•Onsite

About The Position

Reporting directly to the Clinic Practice Manager, the Patient Coordinator in working as part of the a team within the Group Practice Model ensures excellent customer service for both patients and students. This position strives to make each phase of the patient treatment a very positive experience from initial phone call on through the completion of the dental treatment care. Provides support in the function of scheduling patient appointments, updating patient information, payment collections, billing inquiries, answer the telephone, run reports, and overall support to the Group Practice Team with their patient care management. Act as the primary point of contact for patients within the Group Practice.

Requirements

High School Diploma required
Must have previous experience (1-3 years) working in a customer service environment with heavy customer/patient interaction
Must have the ability to be flexible and adapt to changes in the work environment including delays and unexpected events
Demonstrated ability to establish priorities, meet deadlines, and manage competing demands.
Ability to identify problems/issues, critically thinking through problems (gather and analyze information skillfully) and presenting potential solutions in a timely manner.
Ability to maintain confidentiality, remain open to others' ideas with willingness to try new things.
Must be able to successfully collaborate and work in a team environment while also being an individual contributor.
Excellent time management and organizational skills demonstrating the ability of accuracy and thoroughness; monitor own work to ensure quality; ability to multi-taski with the ability to work under pressure, maintain composure and meet deadlines.
Must have strong interpersonal skills that includes strong verbal communication skills with the ability to demonstrate courtesy, respect and professionalism at all times to patients, students, staff and faculty.
Must be adept and comfortable working in a system driven environment .
Able to adapt to changes in the work environment, manage competing demands and is able to deal with frequent change, delays, or unexpected events.
Consistently at work and on time, follows instructions, respond to management direction and solicits feedback to improve performance.

Nice To Haves

Associate degree preferred
prior experience in healthcare – private practice office, hospital, clinic or dental practice - preferred
Experience may be substituted by having had advanced specific education in a certificate-based program from an accredited organization and experience in a similar type role.

Responsibilities

Providing support to student providers by contacting patients and booking all patient appointments.
Assist student providers and patients with patient questions and concerns escalating unresolved issues to Practice Manager or Practice Leader.
Answering calls including voicemails and responding to patient emails.
Run and maintain patient waitlist reports and review scheduling opportunities including emergencies and backfill patients into student provider open slots, review phone call and utilization reports to aid in optimal use of chair time, update scheduled patient appointment status to indicate cancelled or no show appointment, send patient follow-up letters based on the established discontinuance protocols for patients who have become hard to contact, who have consecutive failed appointments and who have selected self-discontinuance established by the Office of Clinical Affairs.
Perform patient check-in duties including updating patient demographics, updating patient insurance information, verify patient eligibility, verify consent, verify signed treatment plan, accept payment and provide patient with receipt, and notify provider of patient's arrival.
Perform check-out duties including booking follow-up appointment if needed, collect outstanding balance resulting from appointment, process bills/invoices, and walk-out statement for services provided, provide patient with appointment card, notify patient of required payment due at next session, verify session close.
Perform closing duties including ensuring all charges have been processed for the day, perform the reconciliation of the daily payment transactions - cash/check/credit card, bring collection bag to cashier in the Office of Finance at the end of each day.
Other duties and assignment of work in support of the clinic operations, and patient care services, as needed.