Patient Experience Coordinator

JOB TITLE: Patient Experience Coordinator

DEPARTMENT: Patient Experience

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:

• Answer all in-bound calls and schedule appointments accordingly
• 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:

QUALIFICATIONS:

• Bachelor's degree or equivalent from a four-year college or technical school preferred, and one to three years of related experience and/or training, or equivalent combination of education and experience.
• Computer skills preferred:  Dolphin, OrthoFi, Microsoft Dynamics CRM, Microsoft Outlook & Excel.

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.