Patient Experience Coordinator
2 months ago
JOB TITLE: Patient Experience Coordinator
DEPARTMENT: Patient Experience
REPORTS TO: Patient Experience Manager
EFFECTIVE DATE: 6/20/2024
SUMMARY: The Patient Experience Coordinator serves as the first point of contact for patients, assists in scheduling, assists in converting leads to new patients, and provides support to resident, staff, and managers within the Patient Experience department.
DUTIES AND RESPONSIBILITIES:
- Coordinate communication between patients, family members, dental staff, administrative staff, or insurance providers in a timely manner.
- Explain policies, procedures, or services to patients using medical or administrative knowledge.
- Schedule new and follow-up appointments for patients.
- Provides daily, weekly and monthly patient reports as required or instructed.
- Interview patients or their representatives to identify problems relating to care.
- Refer patients to appropriate dental care services or resources.
- Maintain knowledge of community services and resources available to patients.
- Obtain payment for services provided on account.
- Performs other related duties as assigned by management.
- Assist with outbound calls to follow up with website leads and appointment requests according to GSO’s Best Practice Sales & Nurturing Protocol. Answer inbound calls from web leads/potential patients, be a problem solver to assist caller in making orthodontic care decisions.
- Assist with active follow up with web leads and social media leads (Facebook)
SUPERVISORY RESPONSIBILITIES:
- This job has no supervisory responsibilities.
QUALIFICATIONS:
- High School Diploma and 2 -3 years prior experience or training.
- Associate's Degree (AA) or equivalent from a two-year college or technical school preferred, or six months to one of year related experience and/or training, or equivalent combination of education and experience.
- Computer skills preferred: Dolphin, OrthoFi, Microsoft Dynamics CRM, Microsoft Outlook & Excel.
COMPETENCIES:
Assistant/Coordinator
Functional Expertise
•Understands and executes job duties and key responsibilities
•Understand how their job helps their team and department
•Serves as a “utility” player – is able and willing to provide support across the organization
•Shows a hunger for learning and the ability to “ramp-up”
•Continuously seeks opportunities to grow professionally and contribute to the organization at a higher level
Bandwidth Management
•Takes initiative to identify what needs to get done even if not asked to do so, seeking guidance before moving forward
•Ensures work is done by correctly and efficiently communicated if additional resources are needed
•Effectively and appropriately utilizes technology, systems, and resources to support job functions
Leadership and Relationship Management
•Enthusiastically and ardently self-advocates, proactively asking for opportunities and letting their manager know when skills and talents are being un- (or under-) utilized
•Demonstrates good judgement in handling tasks and seeks clarity from their manager or department head when needed
•Demonstrates professionalism with staff, residents, faculty, patients and outside of the organization
Communications
•Maintains a positive, receptive and approachable demeanor; is viewed by colleagues as professionally accessible and willing to help
•Confidently and respectfully communicates with colleagues at all levels, ensuring that interactions are consistently viewed as positive, professional and meaningful exchanges
•Proactively communicates status/keeps stakeholders apprised of key information
•Regularly shares ideas and provides input
•Confidently and succinctly articulates the nature of their work, why it matters and how they do it
•Seeks opportunities for presenting at staff meetings
•Consistently exercises discretion and good judgement in communications regarding the entire organization
Cultural Contribution
•Operates at all times with a demonstrated understanding of, and appreciation for, the GSO mission statement, vision, and values
•Consistently models behavior in support of a positive, collaborative and respectful culture
PHYSICAL DEMANDS AND WORK ENVIRONMENT:
- Continually required to sit, utilize hand and finger dexterity and talk or hear.
- While performing the duties of this job, the noise level in the work environment is usually quiet
- The employee must occasionally lift and /or move 5-10 pounds.
- Specific vision abilities required by this job include: Close vision; Distance vision; Color vision; Peripheral vision; Depth perception and ability to adjust focus.
The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
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