Description

Overview of Job

The Benefit/Treatment Coordinator (BTC) main job responsibility is to clearly explain treatment options and related costs. The BTC is a liaison between the doctor and the patient and assists in the gathering of information in the new patient experience, as well as coordinating a treatment plan with the doctor and presenting it to the patient. They are knowledgeable about the treatment and timelines, and they are prepared to negotiate financial arrangements with the clients. The BTC provides a calm and warm environment for patients who are otherwise anxious and concerned about how to afford dentistry. They also coordinate, as needed, with other offices who share in the care of patients, making sure referrals and correspondence are received and followed up on. The BTC may also be responsible for some internal accounting duties that support the practice’s goals for profitability. They must be able to communicate well. In fact, the BTC be the best communicator in the practice. The number one responsibility of all employees is patient care and meeting patient needs. This guide outlines responsibilities that must be accomplished daily, weekly, and monthly. Additional responsibilities may be required, as needed.

Primary Responsibilities and Tasks

• Daily, monthly, and yearly production and collection goals achieved. 
• Meets monthly and quarterly case acceptance and completion ratios for significant treatment.
• Positive patient reviews of the patient experience. 
• No-show and cancellation percentage less than 5%. 
• Be present during comprehensive exams to understand patient treatment needs. 
• When necessary, be present during re-care exams to understand patient treatment needs. 
• Ensure patients understand their treatment plan.
• Handle objections to proposed treatment. 
• Present case fees and financial options to patients to facilitate the decision to say “yes.” 
• Present or co-present the treatment plan and consent.
• Educate patients, as necessary, regarding their dental benefits. 
• Ensure insurance verification is completed daily. Have knowledge of dental benefit eligibility, limitations, and payment estimates necessary to facilitate financial arrangements. 
• Ensure patients are up to date on their financial obligations. 
• Work unscheduled treatment follow ups.
• Submit, track and follow-up on pre-authorizations.

Practice Management

• Maintain the consultation area in a neat, orderly, and welcoming manner. 
• Ask satisfied patients for a referral/online testimonial.
• Write or call patients that made a special impact on the office thanking them for being a patient. 
• Complete Daily checklist for your role each day. 

Teamwork/Cross-Training

• All front office team members need to look for projects to stay busy during slow periods. 
• Proactively communicate with the back office so they know any changes in the patient’s financial status.
• Be prepared and participate in huddles by providing vital information for same day opportunity and provider daily goals.
• Fully utilize administrative time to prepare for the next day. 
• Embody The Dental Whale Way in all actions and decisions. 
• Assist in completing front desk duties, including checking in and checking out patients.

Key Competencies and Characteristics

• Ability to maintain composure and professionalism when exposed to stressful situations.
• Knowledge of English composition, grammar, spelling, and punctuation.
• Ability to understand and follow written and verbal instructions and accept constructive feedback.
• Outstanding communication and customer service skills.
• Analytical thinking and problem-solving skills.
• Reliable and dependable.
• Thrives in a team-based environment.
• Ability to keep records and patients’ personal information private.
• Outstanding customer relations skills to effectively handle clients from diverse backgrounds.
• Exceptional organizational skills.

Requirements

Education and Training

• High School Diploma or equivalent.
• Minimum one-year related experience and/or training; or equivalent of combination of education and experience.

FLSA Status: Hourly, Non-Exempt.

Reports to: Operations Manager.