Patient Care Coordinator

About the Role

The Patient Representative is responsible for the execution of duties associated with the operation of the front desk area of the Lyon College School of Dental Medicine (LCSDM) Clinics. This role involves administrative and financial procedures related to patient encounters, managing patient interactions, and facilitating communication between students, patients, faculty, and staff. The Patient Representative reports directly to the LCSDM Business Manager and must work effectively in a fast-paced environment while maintaining a positive and cooperative attitude.

Responsibilities

• Patient Account Management/Insurance & Financial Duties
  • Complete all patient arrival and exit procedures, including entry of dental procedure (CDT) codes into patient accounts and handling cash/credit card payments/co-payments while ensuring secure cash handling.
  • Ensure all required paperwork is accurately completed, scanned, and input into the clinical software system.
  • Complete insurance verification and precertification for insured patients.
  • Discuss financial options and obligations with patients based on program eligibility and insurance coverage estimates.
  • Assist the clinic business manager with posting insurance payments, making account adjustments/write-offs, reviewing patient explanation of benefits (EOBs), reconciling patient accounts, and following up on insurance denials.
  • Monitor outstanding insurance and Medicaid claims, provide documentation to insurance carriers, and contact patients about outstanding account balances.
• Customer Contact & Scheduling
  • Greet patients upon arrival and exit of appointments.
  • Maintain the patient schedule and recall system to ensure clinic schedules are at capacity, maximizing revenue.
  • Contact patients to confirm appointments, reschedule cancellations, and follow up on proposed treatment plans.
  • Receive and resolve patient complaints within authorized limitations; refer complex issues to management.
  • Manage the clinic’s telephone and messaging system, ensuring courteous and prompt responses; serve as the primary call receiver.
  • Oversee the clinic’s online appointment request system.
• Clerical/Staff & Student Support
  • Provide administrative support to clinical faculty, staff, and students (e.g., faxing, copying, non-clinic scheduling).
  • Facilitate communication between faculty, staff, and students to ensure seamless operation between business and patient care areas.
  • Assist LCSDM administration by producing clinical statistic reports, relaying communications, and serving as a liaison between administrative and clinical programs.
  • Distribute mail to clinical personnel.
  • Maintain administrative supply stock and submit purchase requisitions as needed.
  • Maintain cleanliness and organization of the front office and patient waiting areas.
  • Perform other duties as assigned, including committee participation, support to the School’s leadership team, and special event involvement.

Requirements

• Bachelor’s degree in Business, Healthcare, or a related field plus 3 years of experience in patient registration, scheduling, or billing in a healthcare environment, OR a high school diploma/GED plus 7 years of experience in administrative support services, including 3 years in patient registration, scheduling, or billing in a dental environment.
• Computer/basic keyboard skills, telephone etiquette, and general knowledge of office machines (e.g., printers, scanners).
• Knowledge of basic dental terminology and registration experience.
• Proficiency with patient account management and scheduling software, as well as Microsoft Office (Word, Excel, Outlook).
• Detail-oriented, self-directed, and motivated with strong organizational, problem-solving, time management, communication, and interpersonal skills.
• Patient scheduling experience in a dental environment preferred.
• Experience with dental practice management software preferred.
• Knowledge of Current Dental Terminology (CDT) preferred.
• Familiarity with HIPAA, FERPA, OSHA, and laws/regulations pertaining to the practice of dentistry in Arkansas.
• Ability to work in a fast-paced environment with a positive attitude and organize multiple tasks simultaneously.
• Regular attendance and participation on committees as assigned.

Work Conditions

Work is primarily indoors but may require outdoor travel between local campus buildings, off-campus locations, and other Lyon College facilities. Occasional duties and events may occur outside of normal work hours. Travel to local, state, regional, and national events may be required. The role may involve exposure to frequent noise from dental equipment, telephones, office machines, and oral communications among staff and students. Work hours may vary due to clinic schedules.