Patient Care Coordinator

About the Role

The Patient Care Coordinator will support the patient care activities of pre-doctoral students in their third and fourth years. Primary responsibilities will be to monitor patient comprehensive care treatment plans and to ensure a smooth and efficient clinical operation by working directly with the students and patients to help resolve any issues, complaints, or concerns that may have arisen. This will include investigating the issue, encourage understanding and adherence by staff and patients to the school's policies concerning patient rights and responsibilities as well as all other relevant school policies, documenting the findings and actions being taken to resolve the issue. In addition, the Patient Care Coordinator will be assisting with the timely scheduling of patients. This includes all standard front desk operations including assisting patients, faculty and student with scheduling appointments and communicating changes to the schedule (cancellations, additions etc.); patient check in/out; registering new patients; managing no-shows and cancelations; discussing balances and taking payments from patients; submitting preauthorization; and troubleshooting denied or unpaid claims. Perform other duties as assigned.

Responsibilities

• Works with Patient Care Manager, cluster leadership, clinical coordinators, faculty, graduate clinics, clinical staff and students to deliver customer service oriented and patient centered care within the DMD clinics.
• Advise and facilitate resolution of patient concerns, including resolution of problems between patients and students/residents and staff.
• Assist patients and their families in understanding clinic administrative procedures relating to their treatment.
• Serve as liaison between patients and clinic operations.
• Investigate and document relevant information pertaining to patient issues for review by clinical administration.
• Assist clinic coordinators to ensure a students' patient families are monitored to ensure continuous comprehensive care for the patient and to help support the students' necessary experiences.
• Assist clinic coordinators to ensure patient EHRs are complete and accurate.
• Advise and facilitate resolution of patient concerns, including resolution of problems between patients and students/residents.
• Meets with students on a regular basis to ensure timely scheduling of patients and record management.
• Assist patients and their families in understanding clinic administrative procedures relating to their treatment.
• Serve as liaison between patients and clinic operations.
• Obtain case histories for patient complaints/grievances and report to supervisors to develop an action plan.
• Respond to request for records duplication, following protocol determined by HIPAA and Risk Management.
• Provide back-up support to clinic operations when necessary.
• Assist in record maintenance through chart review for inactivation or completion and transfer to recall when necessary.
• Schedule appointments for patients. Access patient information on computerized clinical management system, Axium so as to schedule an accurate appointment.
• Utilize time efficiently as dictated by the clinic flow.
• Support and assist receptionist for efficient and effective operations.
• Verify insurance work with patients and students to settle insurance issues.
• Post payments, reconcile Explanation of Benefits (EOB) when claim is not paid, obtain further information for resubmission when required. Make sure accounts of patients are orderly and up-to-date.
• Prepare pre-authorization, send out timely and record number when received.
• Prepare claims, use appropriate channel for submitting claims.
• Process credit and debit payments at cluster site when appropriate.
• Keep up-to-date on policies and procedures related to the Dental School. Be able to answer questions from Administration and outside stakeholders, such as cash operations concerning daily work.
• Attend and participate in daily and periodic meetings.
• Assist staff with special office assignments, relating to reports, surveys, projects and events.
• Perform other duties as assigned.

Required Education and Experience

• Bachelor degree in healthcare administration, public health, social work or in another related field with at least 2 years of related experience within a healthcare setting or experience as a Dental Hygienist, EFDA or Dental Assistant.
• An equivalent combination of education and experience may be considered.

Preferred Education and Experience

• MPH in Health Care Administration or related field or RDH and minimally 2 years of equivalent comparable experience in a healthcare setting (preferably dental setting).

Required Skills and Abilities

• Knowledge of patient care processes and patient complaint management.
• Excellent counselling skills to diffuse difficult situations.
• Strong customer service background.
• Ability to research information.
• Good interpersonal skills, good listening and speaking skills.
• Keen attention to detail required.
• Must be able to work independently and set priorities.
• Skill in organizing and executing multiple tasks within time constraints.
• Ability to problem solve.
• Familiar with HIPAA regulations.
• Computer literacy with the ability to learn our electronic health records system, axium.

Benefits

• Full medical, dental, vision coverage
• Paid time off
• 11 Paid Holidays
• Tuition remission - eligible employees and their dependents can obtain a degree TUITION FREE
• A generous retirement plan and so much more!

Pay

SALARY RANGE: $21.66 to 25.96 per hour