Front office manager/ Treatment coordinator

Compensation: $30-35/hour

Benefits
• 401(k)
• 401(k) matching (3%)
• Complimentary hygiene appointments and treatment for team member and their family
• Paid time-off (2 weeks per year)

Full job description
Job Summary:
VISION: The Treatment Coordinator’s main job responsibility is to clearly explain treatment options and related costs. The Treatment Coordinator is a liaison between the doctor and the patient and assists in the gathering of information in the new patient experience, as well as coordinating a treatment plan with the doctor and presenting it to the patient. They are knowledgeable about the treatment and timelines, and they are prepared to negotiate financial arrangements with the clients with assistance from the finance team.

The Treatment Coordinator provides a calm and warm environment for patients who are otherwise anxious and concerned about how to afford dentistry. They also coordinate, as needed, with other offices who share in the care of patients, making sure referrals and correspondence are received and followed up on. The Treatment Coordinator is also be responsible for internal accounting duties (collections and overall revenue cycle management) that support the practice’s goals for profitability. Instance billing knowledge is important. They must be able to communicate extremely well and have a high-level of emotional intelligence ensuring the patient fully understands the necessary treatment, the treatment timeline, and financial options available to them - the Treatment Coordinator should be the best communicator in the practice and will be an integral part of each patient’s experience as well as a key contributor to the Office’s overall growth and strategic direction.

The number one responsibility of all employees is patient care and meeting patient needs. Outlined below are the main responsibilities that must be accomplished daily, weekly, and monthly. Additional responsibilities may be required, as needed.

KNOWLEDGE, SKILLS, AND ABILITIES
• In-depth knowledge of dentistry and ability to describe procedures in simple language
• Superb communication skills
• Familiarity with computer systems including MS Office and dental practice management software (hopefully dentrix ascend)
• Excellent customer service skills
• Self-directed and confident to bring forth suggested changes to make the office more efficient
• Excellent telephone skills
• Influencing/negotiation skills while always ensuring the patient fully understands the need for treatment and, conversely, the potential consequences of forgoing treatment
• Superb organizational skills
• Familiarity with ADA codes
• Insurance billing/collecting
• Creative problem-solving skills
• Keen understanding of scheduling and financial systems
• Ability to function within a team environment as a supportive and positive contributor
• Ability to work independently

KEY GOALS/BENCHMARKS OF ROLE
• Daily, monthly, and yearly production and collection goals achieved
• Daily, monthly, and yearly scheduling and reappointment goals achieved
• Meets monthly and quarterly case acceptance and completion ratios for significant treatment
• Maintains appropriate A/R ratio and A/R breakdown according to the Annual Plan goals for the practice working alongside the Office Manager and finance team
• Encourage patient’s to leave reviews of their experience and follow up on any negative reviews to improve our patient experience
• No-show and cancellation percentage less than 5%

RESPONSIBILITIES
• Job Specific
o When necessary, be present during exams to understand patient treatment needs.
o Ensure patients understand their treatment plan.
o Handle objections to proposed treatment.
o Present case fees and financial options to patients to facilitate the decision to say “yes.”
o Present or co-present the treatment plan and consent.
o Educate patients, as necessary, regarding their dental benefits.
o Determine dental benefit eligibility, limitations, and payment estimates necessary to facilitate financial arrangements.
o Ensure patients are up-to-date on their financial obligations.
o Make post-operative calls to patients making sure they are doing well and identify solutions if they are experiencing any issues or discomfort.
• Practice Management:
o Maintain the consultation room in a neat, orderly, and welcoming manner.
o Assist in maintaining and developing systems such as checklists to verify workflow and streamline patient care.
o Ask satisfied patients for a referral/online testimonial.
o Write or call patients that made a special impact on the office thanking them for being a patient.
• Teamwork/Cross-Training:
o All front office team members need to look for projects to stay busy during slow periods.
o Proactively communicate with the back office so they know any changes in the patient’s financial status.
o Participate in huddles by providing vital information for customer service and case acceptance.
o Be prepared each morning by reviewing the day’s patients with outstanding treatment needs and presenting to the team.
o Fully utilize administrative time to prepare for the next day.
o Embody the practice philosophy in all actions and decisions.
o Assist in maintaining the reception area and front office in a neat, orderly, and welcoming condition.
o Assist the clinical team in cleaning the rest of the office (trash, floors, restrooms, instruments, etc.) when there is down-time.
• Equipment and Software Used: dentrix ascend
o Includes but is not limited to:
o Practice management software (experience with Dentrix Ascend a plus, but not a requirement), digital imaging/photos, and computer software including the Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
o Telephones
o Calculators
o Printers and scanners

Requirement Factors:
• Must have 2+ years of Dental Front Office Knowledge

If you are a self-motivated individual with a passion for the dental field, we would love to hear from you. Join our team and contribute to improving patient care through the promotion of innovative dental treatment & products.