UNIV - Treatment Care Coordinator, Pediatric Dentistry - College of Dental Medicine

About the role

The Patient Service Representative (PSR) reports to the Patient Service Representative Supervisor for their assigned clinic at the Medical University of South Carolina (MUSC) – CDM Pediatric Dentistry. Under general supervision, the PSR provides high‑level customer service while verifying and preparing documentation for the Dental Medicine EHR, facilitating front‑desk registration, telephone inquiries, scheduling, patient check‑out, and working closely with students and faculty to deliver quality patient care.

Responsibilities

• Monitor daily work queue to ensure up‑to‑date coordination of appointments; review upcoming appointments for insurance verification and patient information accuracy.
• Provide clarity on outside referrals (especially hospital referrals) and appoint accordingly; from referral work queue and emergency triage secure chat, coordinate appointments for new and emergency patients.
• Constantly monitor EPIC messages for emergency triage patient management; coordinate appointment cancellations when insurance benefits are not active (especially Medicaid).
• Review outstanding balances prior to patient arrival to discuss and determine treatment options.
• Work closely with the PSR and Program Manager daily to maximize scheduling templates and appointment availability.
• Coordinate with the Billing Office for clarification of insurance benefits or coverage; document insurance verification and financial estimates accurately in the EHR.
• Ensure all necessary forms, approvals, and supporting documentation are completed accurately and maintained in the patient record to support treatment authorization and compliance.
• Work with Program Director and Program Manager to meet schedule changes due to resident rotations and patient care; explain treatment costs, insurance coverage, patient financial responsibility, and payment options.
• Educate patients on CDM appointment policies, financial policies, and financing options; ensure patients understand treatment expectations, timeline, and financial commitment prior to initiating treatment.
• Accurately document treatment acceptance or financial/appointment discussions within the EHR.
• Support patient care coordination by addressing patient questions related to treatment appointments, insurance coverage, financial responsibilities, and payment options.
• Assist with coordinating treatment appointments, especially requests via EPIC messages; follow up with patients who miss scheduled appointments, especially referral requests.
• Monitor daily triage emergency chat model; engage with scheduling for Give Kids a Smile screening and treatment days.
• Collaborate with hospital designees for consultations and care coordination treatments (e.g., transplant preparations, hematology admissions).