Patient Care Coordinator - Oral Surgery

Patient Care Coordinator - Oral Surgery
Salary Range
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JOB SUMMARY
At Lakeside Oral Surgery, the Patient Care Coordinator (PCC) plays a vital role in creating an exceptional experience for every patient and their guests. From the first phone call to the last communication, the PCC ensures patients feel welcomed, cared for, and confident in their choice of Lakeside Oral Surgery. As the first point of contact for most patients, the PCC sets the tone for the office with their warmth, professionalism, and meticulous attention to detail. The ideal candidate embodies our 12 core attributes and contributes to a culture of positivity, excellence, and innovation.

PRIMARY RESPONSIBILITIES

Patient Experience and Care Management

• Serve as the first point of contact for all patients, greeting them warmly and ensuring a positive first impression.
• Provide guided tours of the office to new patients, highlighting key features, the doctor’s expertise, and the Lakeside Oral Surgery experience.
• Learn and remember patient names and unique details to create a personal and trusting relationship.
• Present customized gifts to patients during their first visit, emphasizing the office’s commitment to exceptional care.
• Address patient questions and concerns with confidence, including detailed discussions about surgeries, potential outcomes, complications, medications, and recovery processes.
• Manage difficult or dissatisfied patient interactions professionally and resolve issues without escalating unnecessarily.

Scheduling and Coordination

• Manage the daily schedule, ensuring all exams and surgeries are scheduled efficiently and appropriately.
• Confirm appointments in advance and proactively fill any gaps in the schedule.
• Monitor patient arrivals and flow throughout exams and surgeries, keeping the team informed and minimizing wait times.
• Notify patients promptly of any changes in schedule, including delays or opportunities to arrive early.
• Prioritize scheduling for high-referral offices and ensure exams are filled efficiently, targeting 12–15 exams per afternoon.

Administrative Duties

• Answer phones fluently using trained protocols, focusing on keeping calls short, to the point, and aimed at scheduling patients for exams.
• Take payments, post payments accurately to patient accounts, and maintain the cash drawer without error.
• Manage and execute all general administrative tasks for the front office, including mail processing, maintaining printers, updating patient charts, and ensuring the filing system is current and organized.
• Prepare patient charts for upcoming appointments with attention to detail and accuracy.

Office Cleanliness

• Maintain constant and hyper-awareness of the cleanliness and order of the office in all aspects.
• Follow routine cleaning schedules and ensure all team members participate in keeping the office in the best shape.
• Clean all areas, including breakrooms, dishes, fridge, theater rooms, doctor's office, and bathroom, as needed.
• Identify and recommend repairs or maintenance to maintain a professional and welcoming environment.

Marketing and Referring Office Engagement

• Actively participate in marketing efforts, including maintaining strong relationships with referring offices.
• Arrange and deliver lunches or meetings with referring office staff to foster personal connections and appreciation.
• Seek feedback from referring offices on how to improve the referral process and patient experience.

Team Collaboration and Support

• Coordinate with surgical assistants and the doctor to ensure seamless patient flow during exams.
• Assist with marketing efforts, such as maintaining relationships with referring offices and arranging lunches or meetings.
• Step into clinical tasks as needed, including taking X-rays or assisting with room turnovers to support the surgical team.

Continuous Improvement

• Regularly evaluate and innovate patient intake processes to enhance the overall experience.
• Maintain hyper-awareness of the office environment, ensuring professionalism and trustworthiness in all interactions.

JOB SKILLS & QUALIFICATIONS

• Current BLS certification (self-maintained).
• Strong communication, emotional intelligence, and interpersonal skills.
• Ability to handle difficult conversations with patients and families professionally, including managing dissatisfaction or anger without escalating unnecessarily.
• Proficiency in discussing surgical procedures, outcomes, complications, medications, and recovery processes to address patient concerns confidently and efficiently.
• Detail-oriented with exceptional organizational and time-management abilities.
• Familiarity with scheduling, patient intake processes, and basic marketing efforts.

PHYSICAL DEMANDS & WORK ENVIRONMENT

• Ability to stand or sit for extended periods.
• Manual dexterity for administrative tasks and occasional clinical assistance.
• Ability to remain composed under pressure and thrive in a fast-paced, occasionally high-stress environment while maintaining efficiency and professionalism.