Patient Care Coordinator

Job Description

Patient Care Coordinator

Primary Purpose:
Under the general supervision of the Pediatric Clinic Manager, performs various administrative duties, including patient intake, maintaining accurate dental, medical, and insurance records, scheduling appointments, and coordinating hospital cases and patient management functions.

Essential Functions:

1. Greet patients courteously and ensure all necessary documentation is updated and accurately filed in patient charts.
2. Prepare and maintain pre-registration intake forms, referrals, and reports as required for patient accounts, in compliance with clinic policies.
3. Maintain accurate and current patient records, including contact information, insurance updates, and oral/medical health documentation, to support efficient appointment scheduling.
4. Schedule and confirm patient appointments, respond to telephone inquiries from legal guardians, and coordinate communication with dental and medical providers.
5. Verify and reconcile patient insurance coverage and financial balances before scheduling appointments.
6. Confirm insurance benefits during each patient visit and update records as necessary. Digitize and enter all relevant patient documentation into the electronic health record system.
7. Coordinate internal and external hospital cases, ensuring timely and confidential transfer of patient information across institutions.
8. Audit and maintain patient account balances monthly and follow up with legal guardians regarding outstanding payments. Assist with chart locks and billing issues.
9. Run monthly reports for accounts and contact patients to collect past due payments and process return statements; review delinquent account report to determine collection proceedings.
10. Alert clinic staff, management regarding required missing documentation or other alerts on the patient account.
11. Respond to patient inquiries regarding their account in a timely manner, refer patient issues and concerns related to treatment cost to the clinic manager as needed.
12. Process student seminar cases weekly and provide administrative assistance to faculty for pediatric seminar-related tasks.
13. Participate and lead daily clinic huddle; provide information to students, faculty and staff regarding relevant clinic, patient, or account information.
14. Provide coverage for other front office staff as necessary
15. Perform all other duties as assigned by the Clinic Manager, and Department Chairperson.

Minimum Qualifications:

Knowledge of:

1. Principles and best practices of dental record keeping and patient information management
2. General office methods, administrative procedures, and front-desk operations
3. Common dental terminology, procedures, and treatment planning
4. Dental insurance processes, including treatment coding, billing policies, and claims submission
5. Hospital case coordination, including referral procedures and interdepartmental communication
6. Basic principles of reading and interpreting patient account balances and ledgers
7. Basic understanding of dental terminology and radiographs
8. Intermediate level of experience with Excel, Word, OneNote, SharePoint, OneDrive, Zoom, Microsoft Teams and Outlook.

Ability to:

1. Prepare, maintain, and update patient records in compliance with HIPAA and institutional privacy regulations
2. Accurately verify insurance eligibility, benefits, and authorization requirements
3. Communicate effectively and compassionately with patients, legal guardians, providers, and institutional partners
4. Serve as a liaison between the University, external hospitals, and families to support seamless care coordination
5. Manage multiple administrative tasks efficiently while maintaining accuracy and attention to detail
6. Use electronic health record (EHR) systems and general office software with proficiency
7. Work both independently and collaboratively in a fast-paced clinical environment

Experience:

1. Minimum of two years of dental front office administration and hospital case coordination in a corporate group practice, private dental practice, or dental school setting.

Education/Licenses:

1. High school diploma or equivalent

Working Conditions:

1. Position is 7.5 hours per day, five days per week
2. Must be available to work Monday to Friday from 8:30 a.m. to 5:00 p.m.; occasional overtime maybe required.
3. Position requires coordination of a variety of responsible duties in high paces stressful situations.

Preferred Qualifications:

Ability to:

1. Communicate clearly and professionally with faculty, staff, students, patients, and the general public, both in person and via phone or email.
2. Independently explain financial obligations and treatment estimates to legal guardians using appropriate dental terminology.
3. Understand and follow verbal and written instructions with accuracy and efficiency.
4. Consistently project a professional and courteous demeanor in all interactions.
5. Collaborate effectively as part of a multidisciplinary team in a fast-paced clinical environment.
6. Establish clear expectations and provide consistent follow-through with dental students and patients.
7. Demonstrate strong attention to detail in all aspects of administrative and patient care-related tasks.
8. Communicate with the insurance department to confirm coverage details and resolve eligibility questions.
9. Address and clarify insurance coverage concerns raised by patients or legal guardians with professionalism and accuracy.
10. Operate computer systems and software applications relevant to scheduling, billing, and electronic health records with competence.

Distinguishing Characteristics:

1. Bilingual (i.e. Spanish, Cantonese or Mandarin) is desirable but not mandatory.

Education:

1. AA or BA preferred but not mandatory

Other:

1. Experience and sensitivity in working with people of diverse backgrounds and cultures.
2. Demonstrated experience in advancing social justice, equity, and inclusion in a university setting.
3. Ability to engage and integrate culturally responsive practices and knowledge in their work.

Physical Requirements:

The physical demands described here are representative but not definitive of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Work performed is primarily general office administrative, with frequent use of the computer keyboard and phone.
2. Requires sitting the majority of the working day; occasional standing, bending, and walking.
3. Occasional lifting up to 15 lbs should be anticipated.

Hiring Range: 33.26

Background Check Statement:
All applicants who receive a conditional offer of employment are required to execute a release and authorization for a background screening.

AB 810 Misconduct Disclosure Requirement: University of the Pacific complies with California Assembly Bill 810, requiring candidates accepting conditional job offers to disclose any final administrative or judicial findings, ongoing proceedings, allegations, resignations under investigation, or appeals related to sexual harassment or misconduct within the past seven years.