Purpose: 

As our Patient Care Coordinator, your job is paramount to the team, our patients, and the health of our practice.  The primary responsibilities of the Patient Care Coordinator is to maintain positive touchpoints and flow with our patient base - from their first experience, to first appointment, to maintaining their recall appointments, to acknowledging important milestones in their lives, and to making sure we minimize attrition and are reactivating as needed. Positive touchpoints and experiences throughout the patient life cycle is the name of the game.

Key parts to this role include but are not limited to:

• Be a key player in getting potential new patients scheduled as new patients

• Update our New Patient Marketing Data weekly and email our weekly new patient count to our Marketing partner weekly

• Oversee our New Patient Referral Program

• Make sure new patients receive initial contact/welcome to decrease no show rate

• Make sure we get important new patient information ahead of time and make the team aware

• Make sure we have insurance information ahead of time and make sure we get a complete breakdown and understanding of their plan so we can provide great estimates (usually utilizing our 3rd party partner)

• Oversee the hygiene schedule and make sure that it is healthy 

• Oversee and carry out the hygiene recall system

• Oversee and carry out the practice reactivation system

• Annually update the Birthday Gift Certificate email and manually respond to those who reply with their email address as we get these replies 

• Work with the rest of the front office team on completing front office responsibilities at a high level

• Work with the rest of the team and become aware of important milestones in patients’ lives such as anniversaries, births, deaths, accomplishments and relay to our Executive Assistant so she can coordinate for cards, gifts, acknowledgments, etc.

Our Ideal Patient Care Coordinator:

• is organized, and thorough

• is friendly,  helpful, and sincere

• is proactive

• takes initiative to improve and complete their tasks/responsibility at the highest level

• helps patients feel comfortable and confident with their dental care.

• is passionate about their job

• has a high awareness for exceptional customer service

• looks ahead at the schedule to keep everyone productive yet on time

• communicates well with patients and fellow team members

• is the Ideal Team Player

• Consistently meets KPI Benchmarks