Patient Care Coordinator, full-time
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Position Summary: The Patient Care Coordinator is responsible for assisting patients in understanding and completing their recommended treatment plans while supporting the daily operations of the front office, and other duties as delegated by the Practice Manager. This position serves as a liaison between patients, providers, specialists, and community partners by coordinating treatment, referrals, insurance navigation, scheduling, patient education, and front office operations to ensure an exceptional patient experience.
Hours & Location: Monday-Friday, 8:00 AM-5:00 PM. Position is based at both the Belton and Harrisonville clinic locations. The employee will generally work in Harrisonville on Tuesdays and Wednesdays, with remaining days assigned to Belton. Schedule and location assignments are subject to change based on clinical and operational needs.
Duties & Responsibilites: Works in collaboration with Cass County Dental Clinic staff to provide comprehensive dental services and an exceptional patient experience, including but not limited to:
- Patient Care & Treatment Coordination:
- Understands and is able to explain dental benefits to patients.
- Utilizes dental software to review documented conditions and proposed treatment plans.
- Reinforces the dentist's treatment recommendations and assists patients in understanding recommended care.
- Understands and is able to explain dental procedures in a manner that is easily understood by patients and families.
- Discusses dental procedures and responds to patient and parent questions.
- Assists front office staff with verifying Medicaid eligibility and insurance benefits, making confirmation calls, answering phones, scheduling appointments, and scanning documents as needed.
- Accurately documents informed consent, treatment acceptance, treatment refusal, treatment options, and patient communications in the patient record.
- Coordinates prior authorizations for dental procedures and accurately documents authorization status as required by each insurance plan.
- Coordinates in-office sedation scheduling and related patient communications.
- Performs other duties as assigned by the Practice Manger or designee.
- Patient Education:
- Explaining the importance of maintaining recommended appointment sequences.
- Discussing potential complications that may result if recommended treatment is delayed or not completed.
- Explaining clinic policies and treatment expectations to patients and families.
- Referral & Care Coordination:
- Coordinates and schedules specialty referrals.
- Arranges language interpretation services and transportation assistance when appropriate.
- Tracks specialty appointments and contacts patients prior to scheduled appointments.
- Contacts patients following specialty treatment to coordinate continued care.
- Follows up with patients who have not completed recommended specialty treatment.
- Documents all patient contacts and attempted contacts in the patient record.
- School-Based Program Support:
- Works in collaboration with Cass Community Health Foundation and local school personnel to connect children identified with untreated tooth decay through school-based screenings and teledentistry with a dental home.
- Obtains screening results following events.
- Contacts parents or legal guardians regarding treatment needs and assists with scheduling appointments.
- Arranges transportation assistance to the clinic when appropriate.
- Front Office Operations:
- Serves as the primary front office coordinator while assigned to the Harrisonville clinic and provides collaborative front office support while assigned to the Belton clinic.
- Answers incoming phone calls and responds to patient inquiries professionally and courteously.
- Schedules, reschedules, confirms, and manages patient appointments.
- Registers patients and obtains all required demographic, insurance, and registration information.
- Verifies insurance eligibility and benefits on the day of service.
- Maintains accurate patient records by documenting all patient interactions and updating demographic and insurance information.
- Obtains, reviews, and scans patient registration forms and supporting documentation into the electronic health record.
- Collects patient payments and accurately processes financial transactions.
- Utilizes recall lists, unscheduled treatment, cancellations, and short-call opportunities to improve the schedule.
- Coordinates daily front office workflow and collaborates with teammates to ensure efficient patient flow and an exceptional patient experience.
- Administrative Responsibilities:
- Maintains an appropriate inventory of front office supplies and patient forms.
- Maintains the cleanliness and organization of the reception area, waiting room, and lobby restroom.
- Maintains patient confidentiality by strictly adhering to HIPAA standards and all clinic privacy policies.
- Maintains compliance with OSHA, CDC, and other applicable safety standards.
- Participates in cross-training and provides support to other team members as needed.
- Performs other duties as assigned by the Practice Manager or designee.
Qualifications:
- Dependable
- Detail-oriented
- Able to build positive & effective relationships with coworkers, patients, insurance plan representatives, and specialists
- Social and cultural sensitivity appropriate to ethnically and economically diverse patient- and employee-base
- Excellent organization skills
- Able to prioritize tasks
- Willingness to educate patients and the community in health maintenance and the role of the health care team
- Must be a team player who is willing to learn new skills & help where needed
- Effective time management
- Commitment to expanding access to care for the underserved
- Proficient in Microsoft Excel, PowerPoint, Word and Outlook
- Bilingual in English and Spanish, preferred but not required
- Current CPR/BLS Certification is preferred but not required
Education & Experience:
- Bachelor of Science degree in social work or related area
- At least 1 year experience with case management
- Dental experience with knowledge of dental procedures, the importance of oral health, and strategies to improve oral health and reduce risk of disease is preferred but not required
