The primary role of the Patient Coordinator is to be responsible for managing a smooth end-to-end patient scheduling experience. This role would include optimizing the doctors’ schedules through scheduling patients’ treatment according to pre-set templates or doctors instructions. In summary, the Patient Coordinator’s primary focus is to grow the office through holding themselves and those in the office accountable for

1.) Delivering an outstanding customer experience

2.) Optimizing the Doctors’ and Hygienists’ schedules through efficient and smooth scheduling

3.) Managing our technology driven patient recall system (e.g., automated pre-recorded calling systems, automated e-mail and txt messaging systems)

As such, the Patient Coordinator must embody the core values of the company

1.) Making patients know we care about their needs and have the competence to provide quality dental care that is both gentle and convenient

2.) Creating a supportive, collaborative, and enriching environment for dentists, hygienists, and staff

3.) Committing our time and resources to providing gratis dental care to the underprivileged

Customer experience leadership

1. Answer phone with a smile, make and encourage appointments – maintain Scheduling Institute Certification

2. Ensure new patients are given priority on the schedule and appropriately noted on the schedule (e.g., make every effort to cater to the new patients scheduling requests)

3. Make sure emergency patients are offered the immediate attention they are requesting

4. Maintains a short notice “call list” to use in case of cancellations

5. Patients that are “No Shows” are called five minutes after they’re scheduled appointment time to see if they are on their way. If not, then reschedule and enter “NO SHOW” along with the date in their chart.

6. Become a “master” at implementing/using the Scheduling Institute’s tactics to make appointments and strongly discourage broken appointments

7. Ensures that patients wait no longer than 10 minutes before being seen, handling it with the chairside assistant, the doctor, or whomever can get them in.

8. Keep patients accurately informed and comforted about the expected wait time (e.g., focus your attention on putting them at ease and feeling welcomed)

9. Make sure the phone is answered within 3 rings