POSITION SUMMARY: As a referral-only specialty dental practice, the Patient Care Coordinator is a crucial member of our team. Essentially, they are the face of the practice; the patient care coordinator serves as the first positive point of contact with all new patients, functions as primary scheduler with existing patients, and facilitates all inter-office communication and coordination with referral offices and partners. This is a thriving environment for a "people person" who enjoys forming connections with our patients (whom we typically see for years) and partner offices (whom we work with daily). We pride ourselves on delivering the best prosthodontic care in Whatcom, Skagit, and Island counties, and an ideal team member would be able to deliver customer service to an equally high level, while also being able to complete specific tasks as outlined below. Our team is like a family, and we are excited to meet the newest member!

General Summary: Responsible for:

• Management and implementation of an efficient and effective daily schedule
• The implementation of documented scheduling & financial systems to meet practice production and collection goals
• On-boarding of new patients into the established practice workflow and philosophy
• Managing communication and smooth interdisciplinary treatment with our partner offices
• Managing inter-office relationships with referral and partner offices

PRIMARY DUTIES: General

• Maintaining the office calendar / work schedule
• Answering phone calls / emails to the highest level of customer service
• Facilitate smooth and professional communication with patients, fellow team members, and referral / partner offices

PRIMARY DUTIES: New Patients

• Providing the first positive point of contact with all new patients, and setting the tone of the practice workflow and philosophy
• Responding to phone calls / emails from new patients and referred patients within 24 hours
• Scheduling all new/referred patients for the appropriate amount of examination time and in an appropriately timely manner
• Mailing/emailing the new patient information packet
• Setting up new patient charts with complete information
• Introducing new patients in the morning meetings
• Facilitation of referrals and all supporting documents for smooth interdisciplinary treatment
• Maintaining the highest levels of customer service, while also guiding patients to fit within our practice workflow and philosophy (which is set up to deliver the highest quality patient care)
• Other duties as assigned

PRIMARY DUTIES: Established Patients (In treatment)

• Efficiently and effectively scheduling all future appointments in accordance with the practice’s goals
• Sending all referral documents (referral, radiographs, photos, etc.) in a timely manner
• Coordinating appointments with our partner offices for interdisciplinary care (for example, setting up hybrid surgery dates, etc.)
• Modifying appointment sequences as needed due to illness, missed appointments, etc.
• Facilitation of referrals and all supporting documents for smooth interdisciplinary treatment
• Maintaining the highest levels of customer service, while also guiding patients to fit within our practice workflow and philosophy (which is set up to deliver the highest quality patient care)
• Other duties as assigned

PRIMARY DUTIES: Marketing / Inter-Office Relations

• Quarterly referral / partner office

-Together with doctor, plan minimum of four referral communications per year. Facilitating purchasing of related items, createing and coordinating a schedule for delivery

• Referral Reports and Analytics

-Generation of the monthly referral report, creation of a monthly referral relations summary, complete with data, anecdotal evidence, and suggested actions

-Keeping a finger on the pulse of relations with referral offices, and helping to act accordingly in order to correct at-risk relationships

• Marketing opportunities

-Seeking out and suggesting new marketing opportunities, as well as managing potential or ongoing marketing opportunities

DESIRED SKILLS / CORE COMPETENCIES:

• Front office dental experience, and strong knowledge of dental office operations
• Strong customer service background
• Eaglesoft experience preferred
• Basic to mid-level computer skills are necessary (email, attaching files, etc.)
• Exceptional interpersonal skills
• Effective verbal skills to communicate with patients and referring doctors
• Ability to maintain a professional demeanor at all times, especially under stress
• Ability to maintain outgoing, friendly attitude with patients and staff, especially under pressure
• Ability to manage conflict and patient behaviors effectively
• Ability to work with interruptions and to manage multiple priorities, while still meeting deadlines and expectations
• Demonstrated knowledge of professional and correct grammar, spelling, and punctuation in written and spoken correspondence.
• Ability to work independently and unsupervised (self-motivated and self-organized)
• Ability to complete tasks within a designated time frame, especially under stress and with distractions
• Ability to accept responsibility for successes and failures, and to independently take corrective action

WORKING CONDITIONS: · Front office environment. Variable degrees of mental and physical stress. Variable amounts of standing, sitting, and walking.

• Typical working hours are Tuesday-Friday, 8 AM to 5:30 PM
• Employees generally average 35-40 hours per week

MEASUREMENTS OF SUCCESS / DELIVERABLES:

• Meeting of practice production goals (measured monthly, quarterly, and yearly)
• Responding to all written/electronic/verbal correspondence within 24 hours
• Weekly Reports to Doctor (by EOD Friday)
• Monthly Referral Report and Analysis to Doctor (by the Friday of the first week of the new month)
• Successful completion of all responsibilities within a timely manner
• Semi-Annual Self-Assessment and Performance Review

COMPENSATION:

• Hourly pay based on level of skill and experience
• Overtime if needed (though primary responsibilities should be able to be completed within a 40- hour work week)
• 6 paid holidays
• Accrual of up to 40 hours of paid vacation (starting after 3 months of work).
• Accrual of up to 40 hours of sick time per year
• Ability to opt into the office’s matched Profit-Sharing 401(k) retirement plan after one year of service
• Bonus system where all employees split a percentage of income above our collections goals (measured every 2 months)
• All basic diagnostic and direct restorative dental work are a covered benefit, and all indirect work (i.e. crowns, veneers, etc.) are done at cost (lab fees, component costs, etc.)

OPPORTUNITIES FOR ADVANCEMENT: Our practice has been growing steadily since it's inception. We anticipate having to bring on a second Prosthodontist in the near future to meet demand, as well as coordinating an increase in lecturing for the education of the dental community. An ideal person in this position would likely have the opportunity to transition into the role of office coordinator or manager to help facilitate the growing practice, if desired.

Job Type: Full-time

Pay: $20.51 - $27.00 per hour

Expected hours: No less than 35 per week

Benefits:

• 401(k)
• 401(k) matching
• Employee discount
• Opportunities for advancement
• Paid sick time
• Paid time off
• Profit sharing

Schedule:

• Monday to Friday

Work setting:

• In-person
• Private practice

Work Location: In person