Scheduling Coordinator

Position Summary: The scheduling coordinator is responsible for managing the schedule in order to meet provider and practice goals. This position is a first contact for patients entering the practice and responsible for creating and maintaining a 5-star customer experience.

Success Factors: Successful fulfillment of this position is an employee who:

• Keeps the daily schedule full; fills openings in the schedule same day and within the next 48 hours.
• Ensures that all new patients entering the practice have completed paperwork to include insurance details on file prior to their appointment.
• Uses software reporting to find and schedule patients who need an appointment.
• Reaches out to leadership for guidance or help when needed.
• Is a calm and positive presence in an often very busy and ever-changing environment.
• Delivers great customer service with a positive attitude.
• Works well with other team members.

Essential Functions:

Communication:

• First in line to answer phones. Checks voicemails. Checks text messages. Checks emails.
• Greet patients in a warm and welcoming fashion.
• Continually updates all patient information (phone #, address, insurance info, etc.).
• Notify clinical team that patient has arrived; handles situations when patients are late according to practice protocol.
• Confirms appointments & cancels unconfirmed appointments in accordance with practice protocol
• Calls late patients no more than 5 minutes into appointment time.
• Retrieves and responds to incoming voice, text and email messages as soon as possible and prior to the end of business day with priority/immediate response given to emergencies.
• Voicemail should be checked immediately in the morning, prior to huddle, to assess and respond to schedule changes
• Ensure practice phones are turned to the appropriate settings to indicate office closings.
• Correspondence as needed: Records Transfer; importing and exporting x-rays.
• Send Broken Appointment Letters per practice policy.

Post tele-dentistry notes and photos for review.

Scheduling:

• Schedule appointments appropriate to existing providers and production goals:
• Concentrate on today’s schedule first, then the following and then 2 days out.
• A full schedule for today always takes priority.
• Direct patients to where you want them scheduled using dual alternative options.
• Fill cancellations and openings.
• Monitor and track unscheduled appointments; attempt to schedule.
• Monitor and track past due recare appointments; attempt to schedule.
• Build a short notice list using software by asking patients if they would like to come in sooner, make accurate notes on preference to help use the list effectively.
• Ensure all patients have another appointment before leaving the practice. Never let a patient leave without an appointment.

Record Keeping:

• Prepare records & update as needed (new patient, legal guardianship documents, xrays, referrals etc).
• Ensure all relevant patient communication and concerns are entered into appointment notes.
• Record patient communications in commlog to assist with follow up.
• Add photo of schedule prior to the start of the clinic day and at end of the clinic day.
• Be sure all appointments are walked out.

Financial:

• Collect out of pocket payments.
• Give out of pocket estimates for next visit; reach out to financial coordinator if needed.
• Be sure new patient forms have private insurance information filled out.
• Confirm Medicaid eligibility 1 week prior to visit.
• Confirm MPD Membership plans are active.
• Create Claims for patients leaving by using laminated sheets made by clinical team.
• Complete non-covered service form if needed.

Miscellaneous:

• Other duties as assigned.

Working Conditions/Physical Requirements:

The physical demands described here represent those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is required:

• Intermittently is required to sit, stand, walk, stoop, bend and reach throughout the day
• Position often requires long periods of sitting.
• Clear language skills verbal and written
• Specific vision abilities include close vision
• Ability to communicate effectively through a moderate noise level

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

Tuesday-Friday

8 hour shifts

7:30AM-4:30PM

Required Competencies

• Ethics - Treats patients and coworkers with kindness and respect; keeps commitment Inspires the trust of others; works with integrity and ethically; demonstrates and upholds organizational values.
• Adaptability - Adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events with calmness and positivity.
• Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions and suggestions; participates in meetings. Writes clearly & with accuracy.
• Planning/Organizing - Prioritizes and plans work activities; uses time efficiently, plans for additional resources; asks for help when needed to assure all tasks are completed well and on time.

Working Conditions/Physical Requirements:

The physical demands described here represent those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is required:

• Intermittently is required to sit, stand, walk, stoop, bend and reach throughout the day
• Position often requires long periods of sitting.
• Clear language skills verbal and written
• Specific vision abilities include close vision
• Ability to communicate effectively through a moderate noise level