Scheduling Coordinator

Rael Bernstein D D S PC•Soledad, CA

17d

About The Position

The Scheduling Coordinator provides professional patient communication in person, by phone, and electronically, and works with the team to create positive patient experiences. The role serves as a welcoming first and last point of contact for patients, manages the flow of the reception area, and is a main communication link among the clinical, administrative, and sales teams. The coordinator has a home region of 3–4 practices and an assigned primary location, and may be asked to work in person at other locations as needed. Responsibilities include scheduling appointments, collecting payments, following up on missed appointments, answering calls, and responding to patient questions and concerns. The coordinator also supports check-in, maintains patient records and recall systems, helps keep the office presentable, prepares end-of-day reports and bank deposits, and assists with marketing activities and other assigned projects. The position requires following office procedures and HIPAA protocols, maintaining a professional appearance and demeanor, and understanding the basics of orthodontic treatment. The work involves remaining stationary or standing for 50% of the time, occasional movement around the office, and use of computers, phones, photocopiers, filing cabinets, and fax machines. The coordinator must communicate accurately with patients, responsible parties, and team members in person and through phone, text, or email. The environment may include moderate-to-loud noise and fast-paced, high-anxiety situations. Occasionally, the role may require lifting up to 20 pounds to a height of 3 feet. The listed salary is $25.00 per hour.

Requirements

Professional communication with patients in person, by phone, and electronically.
Professional appearance and demeanor.
Ability to communicate accurate information with patients, responsible parties, and team members in person, by phone, text, and email.
Ability to use computer keyboards, phones, photocopiers, filing cabinets, and fax machines.
Ability to remain stationary or standing for 50% of the time and occasionally move around the office.
Ability to occasionally lift up to 20 pounds to a height of 3 feet.
Ability to work in a fast-paced environment with moderate-to-loud noise and high-anxiety situations.
Follow office protocols and HIPAA requirements.
Basic understanding of orthodontic treatment.

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, setting expectations when patients arrive early or late or the office is running behind.
Monitor patients in the reception area and obtain updates when someone waits more than 10 minutes past their appointment time.
Review reception supplies and provide an order to the manager.
Assist with check-in needs, including accounts, health histories, HIPAA requirements, and new-patient paperwork, and check patients in on the locator bar.
Keep the reception area and overall 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 every patient day.
Answer patient questions and concerns to the best of their ability and escalate issues to the manager as 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 intake and scheduling of new patients.
Participate in at least two marketing events per quarter and in internal and external marketing initiatives.
Represent Wow! Smiles throughout 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 when additional projects are needed.
Perform other duties as assigned.