Patient Care Coordinator (PCC)

Trivette, Osborne & Associates DDS

Position Summary

The Patient Care Coordinator is the first point of contact for patients and is responsible for managing the patient experience from initial inquiry through checkout. This role serves patients, providers, and the practice team by maintaining a full and productive schedule, supporting new patient conversion, and ensuring accurate and efficient front office operations throughout the day. The core purpose is to create a strong first impression, protect schedule integrity, and contribute to overall practice performance through exceptional patient interaction and proactive outreach.

Core Responsibilities

Level I: Front-line patient-facing execution with direct impact on schedule performance and patient experience.

Patient Experience & Front Desk Operations

• Greet patients and manage check-in and check-out processes in a timely, professional, and welcoming manner that reinforces a positive first and last impression.
• Answer inbound calls and conduct outbound outreach with a focus on service quality, appointment conversion, and schedule integrity.
• Schedule new patient appointments accurately, communicate the practice's value, and set expectations to support a strong first-visit experience.
• Maintain a clean, organized, and welcoming front desk and patient waiting area environment throughout the day.

Schedule Integrity & Outreach

• Proactively fill open schedule time by confirming appointments, following up on unconfirmed visits, and reaching out to patients due for recall or recare.
• Reduce cancellations and no-shows through consistent pre-appointment confirmation and follow-up processes.
• Coordinate with the clinical team on schedule status, patient readiness, and appointment flow to support a smooth daily operation.

Administrative Accuracy & Compliance

• Verify and update patient demographic, insurance, and contact information at each visit.
• Support insurance verification processes and communicate basic benefit information to patients as directed.
• Post ledger transactions, collect patient payments, and maintain accurate patient account records.

Education & Qualifications

Required Experience

• 1-2 year of customer service, front desk, or dental/healthcare office experience.
• Strong verbal communication skills and the ability to multitask effectively in a fast-paced environment.

Required Education

• High school diploma or equivalent.

Preferred:

• Experience with Dentrix or other dental practice management software.
• Basic familiarity with dental insurance verification and eligibility processes.
• Demonstrated track record of strong customer service, patient-first mindset, and schedule management performance.