Patient Care Coordinator

About the role

The Patient Care Coordinator is responsible for creating an exceptional patient experience while serving as the central communication hub of the practice, supporting the schedule, collections, insurance processes, treatment follow-up, and overall productivity of the office.

Responsibilities

• Create a remarkable patient experience by greeting, checking in, checking out, and communicating with patients in a warm, professional, confident, and caring manner at every interaction
• Be transformational, not transactional, by using every patient interaction to build trust, create clarity, reduce anxiety, strengthen the relationship, and help patients feel confident moving forward with their care
• Own patient communication by responding promptly to all calls, texts, emails, voicemails, and patient inquiries while documenting important details and closing every communication loop
• Protect and manage the schedule by confirming appointments, managing cancellations and no-shows, filling openings, maintaining ASAP opportunities, reducing gaps, and supporting smooth patient flow throughout the day
• Schedule to goal by understanding daily provider and office production targets, identifying opportunities, following up on unscheduled treatment, and helping build a productive and well-organized daily schedule
• Support treatment acceptance and open treatment follow-up by reviewing treatment plans when appropriate, explaining next steps clearly, answering basic patient questions, and following up on pending, unscheduled, incomplete, recall, and reactivation opportunities
• Understand and communicate insurance and financial information by explaining basic insurance concepts, reviewing EOBs, claim balances, pre-estimates, patient portions, treatment estimates, and payment expectations clearly and accurately
• Support collection goals by collecting patient portions, reviewing balances, addressing outstanding payments, following payment policies, and communicating financial expectations with professionalism and confidence
• Cook up with the clinical team and leadership by communicating clearly with doctors, hygienists, assistants, treatment coordinators, billing, and leadership to support smooth handoffs, patient flow, and organized front office systems
• Take ownership and solve problems early by identifying patient concerns, schedule gaps, insurance delays, incomplete information, or financial issues before they escalate, and escalating appropriately when needed
• Maintain accurate records and documentation by entering patient information, treatment notes, insurance details, and communication logs consistently and thoroughly within the practice management system
• Represent Restoration Dental's standards in every interaction by upholding the office's commitment to professionalism, patient care, team alignment, and continuous improvement

Qualifications

• Experience in dental, medical, hospitality, customer service, or administrative roles preferred
• Dental front office experience preferred
• Experience with scheduling, patient communication, insurance verification, billing, EOB review, treatment plans, or payment collection preferred
• Strong computer, phone, and written communication skills required
• Bilingual in English and Spanish preferred
• Must be comfortable working in a fast-paced, high-standard, team-oriented environment
• Must be willing to learn, improve, accept feedback, and stay aligned with office systems and expectations