Patient Coordinator, Office of Clinical Affairs

Boston University•Boston, MA

2d•Onsite

About The Position

The Patient Registration Coordinator (PRC) aims to register and schedule new patients at the Henry M. Goldman School of Dental Medicine. The position requires excellent customer service skills, broad judgment, independent thinking, and problem-solving as the first point of contact. The incumbent interacts extensively via phone with prospective patients and will set their expectations for their upcoming appointment. It is expected that 80%-90% of all calls will be resolved on the first call and schedule 500-600 new patient appointments per month. Strong keyboarding and written and verbal communication skills are necessary. Exhibit excellent customer service and telephone etiquette in all interactions, including but not limited to utilizing strong and active listening skills, strong oral and written communication skills, de-escalating difficult calls, and effectively following all telephone protocols. The PC arranges for the efficient and orderly admission of new patients, collects accurate patient information, and verifies insurance benefits and eligibility. Ensures that all incoming telephone calls are promptly and courteously answered and routed to the correct extension within GSDM if necessary. Greets all visitors to GSDM promptly and courteously through our concierge desk. Participates in the upfront screening collection process of co-pays. Arranges for patients to speak with the financial coordinator if needed. The Patient Registration Coordinator role is to establish and maintain organized medical records and files according to acceptable policies and procedures. The incumbent must Handle protected health information in a manner consistent with the Health Insurance Portability and Accountability Act of 1996 (HIPAA).

Requirements

Previous customer service experience
Dental/medical background
Detailed oriented
Familiar with Insurances
Welcoming demeanor
Strong keyboarding skills
Strong written communication skills
Strong verbal communication skills

Responsibilities

Register and schedule new patients.
Act as the first point of contact for prospective patients, utilizing excellent customer service, judgment, independent thinking, and problem-solving skills.
Interact extensively via phone with prospective patients to set expectations for upcoming appointments.
Resolve 80%-90% of incoming calls on the first contact.
Schedule 500-600 new patient appointments per month.
Exhibit excellent customer service and telephone etiquette, including active listening, strong oral and written communication, de-escalating difficult calls, and following telephone protocols.
Arrange for the efficient and orderly admission of new patients.
Collect accurate patient information.
Verify insurance benefits and eligibility.
Promptly and courteously answer and route incoming telephone calls.
Greet all visitors promptly and courteously.
Participate in the upfront screening collection process of co-pays.
Arrange for patients to speak with the financial coordinator when needed.
Establish and maintain organized medical records and files according to policies and procedures.
Handle protected health information in compliance with HIPAA.