JOB TITLE: PATIENT APPOINTMENT COORDINATOR 

FLSA STATUS: NON-EXEMPT

REPORTS TO: REGIONAL MANAGER 

APPROVED BY: MANAGEMENT TEAM 

POSITION SUMMARY

Under general supervision, the Patient Appointment Coordinator's primary role is to make inbound and outbound calls, answer patient inquiries and convert these conversations into scheduled appointments for caller and other family members. Results and services of position may impact the short-term direction, operations and/or financial status of the dental office. Decisions made have an impact on compliance, resources, and service as well as may impact public image.

SUPERVISION

This position has no supervisory responsibility.

DUTIES AND RESPONSIBILITIES

The duties and responsibilities listed below are essential to the employee's position.

BDG Teammates will support compliance-related items by:

• Following internal procedures and external regulations.
• Bringing compliance issues to the attention of management.
• Successfully completing regulatory training requirements periodically.
• Working collaboratively in all facets of position to meet position requirements and support Company goals.
• Maintain confidentiality of information.

BDG Teammates will support the Company's vision and role model the core values and behaviors by:

• Cultivating a positive work environment.
• Being efficient with time at work.
• Communicating effectively with patients and visitors as well as BDG management and staff.
• Being flexible.
• Maintain integrity in all conversations and actions.
• Consistently reports to work on time prepared to perform duties of position.

Answers inbound calls and enters the necessary intake information into the practice management software.

Makes outbound calls to assigned lists including but not limited to; Assigned insurance list, reschedule missed appointments, six--month re-care calls, outstanding treatment calls.

Collects patient demographics, including personal and financial information for insurance and service payment purposes.

Follows-up on intake matters to ensure electronic patient records are accurate.

Identifies and escalate issues, such as patient complaints, to supervisor.

Provides service information to new and existing patients.

Performs administrative activities associated with effective office operations of assigned dental office's operations, including compiling, analyzing, storing, and retrieving data for reports and call logs. Produces correspondence, memos, charts, tables, reports, etc.

Conform with all safety rules and use all appropriate safety equipment.

Performs all other related duties, as assigned. May be requested to assist with special projects from time to time.

Minimum Qualifications (Industry, Work Experience and/or Education)

High School Diploma or GED required. Previous experience, minimum one (1) year, in health care, customer service or call center environment preferred. Bilingual (Spanish-speaking) desired.

COMPUTER SKILLS

Microsoft Windows environment with Office Suite to include formatting and production of letters and memos. Proficient in Microsoft Word and Excel. Experience in using dental practice management software preferred or similar type software.

SUCCESS FACTORS – Personal characteristics that contribute to an individual's ability to excel on the job (not a guarantee).

• Ability to read and comprehend advanced instructions, operating manuals, correspondence, and memos.
• Should be patient-service driven. Position requires demonstrated poise, tact and diplomacy along with the ability to handle sensitive and confidential situations.
• Project a warm demeanor as well as be professional in attitude and appearance.
• Excellent follow-through skills.
• Strong attention to detail and well organized.
• Ability to handle and prioritize multiple, competing tasks and demands and to seek supervisory assistance as appropriate.
• Is a self-starter and can work independently.
• Dependable and reliable.
• Effective communication skills with an ability to interact with all internal and external contacts.
• Ability to obtain necessary information and respond to questions in a timely manner.
• Must have excellent telephone etiquette and verbal communications as well as emailing and texting.

OTHER

Regular attendance is required including varied hours. At times, individual must be able to work in a fast-paced environment with ability to handle and prioritize multiple, competing tasks and demands and to consult Supervisor when necessary. Overtime requires approval by Supervisor.

PHYSICAL DEMANDS

The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk or hear. The employee regularly is required to stand, walk, sit, use hands/fingers; and reach with hands and arms. Employee must be able to remain in work area for several hours at a time. The employee occasionally lifts and/or moves up to twenty (20) pounds. Specific vision abilities required by this job include close vision and ability to adjust focus. It also requires manual dexterity in combination of eye / hand coordination (e.g., keyboard). Work environment is subject to many

interruptions, varying and unpredictable situations and time pressures related to multiple tasks. Work is normally performed inside. There is minimal exposure to chemicals and cleaning supplies.

Travel: Generally speaking, the position is based out of the Support Office and no travel is required.

OSHA CATEGORY

Category III: Position does not entail predictable or unpredictable exposure to blood.

The above statements are intended to describe the general nature and level of work performed by people assigned to this position. They are not intended to be an exhaustive list of responsibilities, duties and skills required of personnel so classified. Other functions may be assigned, and management retains the right to add or change the duties at any time. Advanced notice may not always be possible.