Scheduling Coordinator

WOW! Smiles•Santa Rosa, CA

49d•Hybrid

About The Position

The Scheduling Coordinator is responsible for providing exceptional customer service to patients, acting as the first and last point of contact. This role involves professional patient communication, managing the reception area flow, and serving as a liaison between clinical, administrative, and sales teams. The coordinator will also assist in scheduling appointments, collecting payments, following up on missed appointments, and addressing patient inquiries. While typically based at a primary location within a home region of 3-4 practices, the role requires flexibility to assist at other locations as needed. A basic understanding of orthodontic treatment is beneficial, and participation in company trainings and marketing events is expected.

Requirements

Professional patient communication (in-person, via phone, and electronically).
Ability to maintain a professional appearance and demeanor.
Ability to control the flow of the reception area.
Ability to schedule patients following templates.
Ability to manage recall system and maintain patients without appointments report.
Ability to ensure patient confidentiality and follow HIPAA protocols.
Ability to follow up on no show appointments.
Ability to answer patient questions and concerns and escalate to manager as needed.
Ability to receive and post patient payments, collect and update ACH/autopay information.
Ability to prepare end of day reports and complete bank deposits.
Ability to sort and distribute mail.
Ability to assist with intake and scheduling of new patients.
Ability to participate in marketing events.
Ability to participate in internal and external marketing initiatives.
Ability to represent Wow! Smiles throughout the community.
Basic understanding of orthodontic treatment: when, why, & how we treat.
Ability to attend and participate in company trainings, meetings, and events.
Ability to work on projects as assigned.
Must be able to remain stationary or standing 50% of the time.
Finger dexterity needed to access, enter, and retrieve data using computer keyboards, phones, photocopiers, filing cabinets, and fax machines.
Hearing: Must be able to communicate with patients, responsible parties, & team members to exchange accurate information in person, via phone, and via text/email.
Ability to work in moderate-loud noise levels and fast-paced, high anxiety environments.
Occasionally may be required to lift up to 20 pounds to a height of 3 feet.

Nice To Haves

Experience in a scheduling or administrative role.
Experience in a dental or orthodontic office.
Experience with customer service.

Responsibilities

Provide WOW! customer service and professional patient communication (in-person, phone, electronic).
Maintain a professional appearance and demeanor, acting as the face of Wow! Smiles.
Manage the flow of the reception area and act as the main point of communication between clinical, admin, and sales teams.
Schedule appointments based on information from the clinical team.
Collect payments, receive and post patient payments, and update ACH/autopay information.
Follow up on missed and no-show appointments.
Answer phone calls, handle patient questions and concerns, and escalate to management as needed.
Greet and welcome patients and visitors, verify and update demographic information.
Set patient expectations regarding appointment timing.
Monitor the reception area for waiting patients and provide updates.
Manage the recall system and maintain the report of patients without appointments.
Ensure patient confidentiality and adherence to HIPAA protocols.
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 a minimum of 2 marketing events per quarter and other marketing initiatives.
Represent Wow! Smiles in the community.
Attend and participate in company trainings, meetings, and events.
Work on assigned projects such as Past Due accounts and Care Calls.
Open and close the office according to protocol.
Ensure the reception area and overall office are clean and presentable.