This opportunity is to join as a key member of our Front Office Team. This is is the only time I will ever refer to you as "Front Desk" (you are a person, not furniture) but do so as the title because it is the popular search term. 

This is a killer place to work with a solid team and great growth potential. Personality and work ethic is valued over experience. Apply if you are ready to kick ass and take names. Job Description below:

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

  • Promoting and advocating for all our internal/external efforts such as patient appreciation raffles, referral programs, in house membership plan (personal and business)

  • Connect with people and welcome them to join our Dental Family

• 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

  • When someone is referred by a “friend/ family member”, ensure we gather specifics on who that referring person(people) was

  • Inform our Executive Assistant of the patients who referred new patients that week

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

  • A voicemail sent from the provider they will see

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

  • Is there anything we should be aware of/can do to make sure they have an exceptional experience?

  • Make sure we get any previous records, radiographs, etc that we would need for their appointment

• 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 (filled and productive)

  • Want to reach daily production goal per hygienist 95% of the time

  • Want the schedule to have little to no openings 

  • This is ever changing so work with the rest of the front office team to play tetris and build the best schedule possible

• Oversee and carry out the hygiene recall system

  • Calls, texts, emails at intervals

  • Create and actively utilize short call list (Treatment/Recall Running List)

    • Work with the hygiene team on this and make sure we are on the same page

    • Open line of communication working together to make this successful

  • Confirm unconfirmed appointments 2 days before

  • Make sure we have new patient blocks in the hygiene schedule at least 8 months out

• Oversee and carry out the practice reactivation system

  • Call, text, emails at interval

  • Send monthly reactivation voicemails

  • Work with Dr. Dave on online retargeting campaigns

• 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