Description

The Treatment Coordinator assists the practice by educating patients on their dental needs and helping them to make sound financial arrangements, allowing patients to say YES to treatment. This position is also responsible for submitting necessary insurance documentation to ensure insurance carriers make restitution quickly, overseeing practice collections, and maintaining minimum outstanding balances.

Essential Duties and Responsibilities:

• Act as the liaison or case manager between the practice and the patient.
• In layman’s terms, review with patients the nature of the problem and treatment diagnosed, answer questions and concerns, discuss financial options, and make agreements (in writing) with regard to treatment, cost and method of payment while the emotional attachment is high.
• Track all treatment presented using the Treatment Tracker and Dental Intel.
• Monitor the case acceptance ratio on all treatment plans presented. Our goal is a 70% case acceptance ratio. A case is considered accepted when a patient has scheduled the treatment and has either paid in full, or a financial agreement is in place.
• If a patient has insurance, estimate their coverage, educate patient on benefits and limitations of insurance. Be familiar with third-party financing options (e.g., CareCredit, Capital One, etc).
• No patient should be scheduled without a signed financial arrangement in place.
• Track and record the referral source on all new patients.
• Referral and Reviews

Collections:

• In conjunction with the Appointment Coordinator, collect payment for services rendered and for patients’ scheduled future appointments before the patient leaves the practice.

Administrative:

• Log-in to all practice programs in the AM (ie. Emails, Dental Intel and Lighthouse)
• Organize and maintain all office file systems.
• Ensure that all patient records are current, up-to-date and accurate.
• Complete End-of-Day routines.
• Ensure your answering machine/voicemail is current.

Other Duties:

• Provide input to the clinical team on how they might better educate patients about their treatment options.
• Identify patients who have an outstanding balance to review during the morning huddle; discuss and determine a solvable approach.
• Assist the Scheduling Coordinator and Finance Coordinator as necessary.
• Assist in asking “A” patients for referrals and reviews
• Assist in building a “Trust Factor” with all patients.
• Assist to uncover patients’ “Personal Motivators”.
• Cover other areas within the practice as needed and when needed.

Expectations:

Educate patients on conditions present, consequences of not moving forward and treatment solutions recommended. Provide financial arrangements that help patients agree to treatment without compromising the financial goals of the practice. Ensure A/R balances are within standards (total balance equals less than one month of average collections; over 90 days outstanding equals less than ten percent of the total; over 60 days outstanding equals no more than 30 percent of the total, etc.). Achieve case acceptance ratios of 70% on average. Meet daily production goals for both the Doctor and Hygiene.