Patient Care Coordinator

# Patient Care Coordinator

**Schedule:**

* Tuesday & Wednesday: 11:00 AM–7:00 PM
* Friday & Saturday: 9:00 AM–4:00 PM
* Daily doctor huddle: 15 minutes before patients begin
* Daily doctor recap: 10 minutes at the end of the day

## About the Role

Coppell Smiles is looking for a **Patient Care Coordinator** who is an exceptional people person, a strong communicator, and someone who genuinely enjoys creating a great experience for patients.

We are a close-knit, **out-of-network dental office** that places a high value on relationships, communication, and patient experience. We are not looking for someone who necessarily has an extensive dental background. Dental knowledge can be taught.

What we **cannot teach as easily** is the ability to connect with people, listen carefully, communicate confidently, navigate difficult conversations, and consistently follow through.

The ultimate goal of this position is simple: **make every patient who interacts with our office want to come back, want to continue their care with us, and want to tell others about us.**

## What You'll Be Doing

* Welcome patients and create a warm, personal experience from the moment they walk through the door.
* Build genuine relationships with patients and make them feel known and valued.
* Discuss recommended treatment with patients and confidently help them move forward with scheduling.
* Identify and navigate barriers that may prevent patients from accepting or scheduling treatment.
* Follow established communication strategies and treatment-presentation verbiage.
* Learn how to overcome common patient objections and apply that training independently.
* Follow up with patients who have outstanding treatment recommendations.
* Monitor treatment opportunities and make sure patients don't fall through the cracks.
* Encourage and facilitate patient reviews and referrals.
* Help create an environment where patients consistently have a positive experience with our team.
* Communicate closely with the doctor before and after each patient day.
* Work independently and take ownership of the front office when you are the primary person there.
* Adapt to changes in workflow, systems, and responsibilities as our practice continues to grow.

## What We're Looking For

### A Strong People Person

You should genuinely enjoy talking to people.

We're looking for someone who can walk into a conversation with a patient, quickly understand what matters to them, and communicate in a way that makes them feel comfortable rather than pressured.

You should be naturally:

* Warm and approachable
* Positive and encouraging
* Confident in conversation
* A good listener
* Empathetic
* Persuasive without being pushy
* Comfortable discussing money and treatment
* Comfortable asking for the appointment
* Comfortable having difficult conversations

### Someone Who Learns and Retains

We are happy to train you on dental terminology, treatment, our systems, and how to navigate barriers to case acceptance.

What we need from you is the ability to **retain what you learn and apply it independently**.

You should not need to be reminded repeatedly about the same verbiage, processes, or approaches to common patient barriers. We will teach you how we do things, and we expect you to learn it, apply it, and eventually make it your own.

### Someone Independent

This position will often be the only person at the front of the office.

That means we need someone who can think for themselves, prioritize, problem-solve, and keep things moving without needing someone standing beside them throughout the day.

You should be comfortable asking questions when you genuinely need help, but you should also be someone who can figure things out, take initiative, and follow through.

### Someone Flexible

We are transitioning into a slightly larger space in the fall, and our office will continue to evolve as we grow.

**Flexibility is extremely important to us.**

Things will change. Processes may change. Priorities may change. We need someone who can adapt without becoming negative or resistant to change.

If your first response to change is, *"That's not how we've always done it,"* this probably isn't the right environment for you.

If your response is, *"Okay, let's figure it out,"* we'd love to meet you.

### Someone Positive

Positivity is a major part of our culture.

We believe there is almost always something positive to find, even when something doesn't go exactly as planned. We want someone who contributes to that mindset rather than someone who brings negativity, gossip, or constant complaining into the office.

We want someone who can help make the people around them better.

## What This Position Is **Not**

This position is **not** primarily an insurance or accounts-receivable role.

You will **not** be responsible for:

* Insurance verification
* Insurance benefit breakdowns
* Managing insurance claims
* Monitoring accounts receivable collections

Your focus will be the **patient experience, treatment coordination, scheduling, relationships, reviews, referrals, and follow-through.**

## Why This Role Matters

The Patient Care Coordinator is one of the most important people in our office.

You may be the first person a patient speaks with and the last person they see before leaving. You will be the person helping patients understand what comes next, overcoming the things that may prevent them from moving forward, and making sure they feel cared for throughout the process.

We aren't looking for someone to simply answer phones and check patients in and out.

**We're looking for someone who takes ownership of the patient relationship.**

If a patient leaves our office, we want them thinking:

*"I really like these people."*

And ideally:

*"I want to come back here."*

And eventually:

*"You should go to Coppell Smiles."*

## This Could Be a Great Fit If You...

* Have a strong customer service background
* Love working with people
* Are naturally outgoing and personable
* Are comfortable having sales-oriented conversations
* Learn quickly and retain information
* Take initiative without being micromanaged
* Are organized and follow through
* Can handle difficult conversations professionally
* Stay positive when things get challenging
* Are flexible and comfortable with change
* Want to be part of a close-knit team
* Take pride in creating an exceptional patient experience

**Dental experience is a plus, but it is not the deciding factor.** We can teach dentistry. We need someone who already knows how to connect with people.

If this sounds like you, we'd love to meet you.