Scheduling Coordinator

WOW! Smiles•Soledad, CA

18d

About The Position

The Scheduling Coordinator delivers professional, positive patient experiences at Wow! Smiles. The role involves communicating with patients in person, by phone, and electronically; welcoming patients and visitors; and helping coordinate communication among the clinical, administrative, and sales teams. The coordinator is expected to maintain a professional appearance and demeanor, manage the reception area, and create a positive first and final impression for patients on doctor days. The position is assigned to a home region of three to four practices, with a primary work location. The coordinator may be asked to assist in person at other locations as needed. Core duties include scheduling appointments, collecting and posting payments, following up on missed appointments, answering calls and patient questions, and completing reception, administrative, and marketing-related tasks.

Requirements

Provide professional patient communication in person, by phone, and electronically.
Maintain a professional appearance and demeanor.
Follow office protocols and HIPAA requirements, including patient confidentiality.
Communicate accurately with patients, responsible parties, and team members in person, by phone, and by text or email.
Be able to remain stationary or standing for 50% of the time.
Be able to use finger dexterity to operate computer keyboards, phones, photocopiers, filing cabinets, and fax machines.
Be able to occasionally lift up to 20 pounds to a height of 3 feet.

Responsibilities

Open and close the office according to office protocol.
Answer phone calls professionally and follow office protocols.
Verify and update patient demographic information.
Greet and welcome patients and visitors.
Interact and converse with patients, set expectations about early or late arrivals and delays, and obtain updates when patients have waited more than 10 minutes past their appointment time.
Manage the flow of the reception area and serve as a communication point among clinical, administrative, and sales teams.
Review reception supplies and submit orders to the manager.
Assist with patient check-in, including accounts, health history, HIPAA requirements, new-patient paperwork, and the locator bar.
Keep the reception area and office clean and presentable.
Schedule patients using templates and information from the clinical team.
Manage the recall system and maintain the patients-without-appointments report.
Protect patient confidentiality and follow HIPAA protocols.
Follow up on no-show appointments after each patient day.
Answer patient questions and concerns and escalate them to the manager when needed.
Receive and post patient payments, and collect and update ACH/autopay information.
Prepare end-of-day reports and complete bank deposits.
Sort and distribute mail.
Assist the sales and marketing team with new-patient intake and scheduling.
Participate in at least two marketing events per quarter and in internal and external marketing initiatives.
Represent Wow! Smiles in the community.
Maintain a basic understanding of orthodontic treatment, including when, why, and how treatment is provided.
Attend and participate in company trainings, meetings, and events.
Work on assigned projects, such as past-due accounts and care calls, and communicate with the manager about needing additional projects.
Perform other duties as assigned.