Job Title: Oral Health Care Coordinator
Summary : This position will provide care coordination in the dental clinic services to facilitate patient scheduling and direct care services both internal and external to the institution. This position will require communication and coordination of services with participants, a diverse healthcare team, and external stakeholders. Individual accountabilities and work volume will be established through the development of annual Success Objectives and annual Performance Evaluations and by the Oral Health Director as well as within the framework outlined below.
- Develop and implement approaches to attract a constant flow of new patients and to maximize referrals.
- Maintain good relationships with referring health care professionals internally andin the community.
- Work closely with Clinic supervisor and Oral Health Director to ensure overall practice is cohesive, delivering the highest level of patient quality care, efficient, and effective
- Assists participants with documentation, preventative and after-care instructions, registration and scheduling appointments.
- Work cohesively with fellow team members to provide an atmosphere of trust, mutual respect, and cooperation.
- Contact participants and case managers via telephone or direct mailings to remind them about upcoming appointments and document the reminders
- Maintains high level of independent decision-making and problem solving as it pertains to making patient referrals with multiple sources of offsite and onsite providers using established norms electronic health record system
- Administers referrals to several onsite and offsite providers and programs
- Develops forms, flowcharts, systems requirements to facilitate implementation of the patient care coordination program for the dental clinic.
- Identifies and resolves patient complaints with clinic supervisor and Oral health Director to ensure optimal patient care and patient satisfaction
- In collaboration with the Oral Health Director carries out clinical operational quality plans with regards to successful patient outcomes.
- Collaborates with other functional areas of the Agency to maintain service integration, provide technical assistance, and assure quality.
- Develops and maintains professional relationships with designated professional groups and organizations.
- Effectively manages daily department schedule to reduce patient wait times and decrease patient no-show rates per policy.
- Verifies patient information listed on Electronic Health Records and EDR alerts and takes appropriate actions when applicable in relation to updating patients’ health history, consent forms and appropriate medical clearance prior to scheduled visit.
- Coordinates language access as necessary for patients requesting interpretation in advance of exam or necessary treatment.
- Coordinates and submits requests to Billing Specialists for fee adjustments as needed for covered procedures as well as verifies with the providers that supporting documentation is on file for billing reference. This includes submission of third party payer on pre-approvals.
- Manages and follows up with prophy and recall appointments.
- Conducts patient screenings by assessing pain levels for emergency appointments as required by contracted insurances.
- Conducts reminder calls and screens insurance eligibility the day prior to dental appointment. Appropriately notifies patients of any eligibility conflicts.
- Educates and reminds all patients (new and established) about appointment policies when appointments are made in person and on the telephone.
- Documents no shows daily through the Electronic Dental Record.
- Maintains clinical schedule and ensures all patients are checked in, “no showed”, or cancelled in a timely manner.
- Responsible for Centricity required data entry before any new patients can be seen by any provider, must be able to complete this task efficiently and effectively.
- Verifies patients have updated their patient consents and demographic information within the last 12 months, and schedules annual update when necessary with Patient Engagement Services
- Performs all other duties as assigned.
Qualifications: The ideal candidate should have leadership skills, knowledge of clinical dentistry, organizational skills, prioritization skills, interpersonal skills, analytical skills, conflict resolution skills, process improvement and quality skills, written and verbal communication skills, ability to multitask and the ability to problem solve. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Education and/or Experience: High school diploma or equivalent required. Completion of an approved course in dental assisting required. Will consider on year of full time work as a dental assistant in lieu of dental assisting course. Minimum of three years related experience required. Three or more years of supervisory experience preferred. Excellent telephone and communication skills. Must be polite and helpful at all times. Must demonstrate superior professionalism when dealing with clients, staff, and vendors.
- Mathematical Skills:Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.
- Certifications: Coronal polish and Sealant preferred.
- Computer Skills: Proficiency in Microsoft Office, Internet Explorer, Outlook/Exchange; Windows operating systems; and other software routinely used by Heartland Alliance.
Competencies: To perform the job successfully, an individual should demonstrate the following competencies.
- Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
- Leadership - Exhibits confidence in self and others; Inspires and motivates others to perform well; Effectively influences actions and opinions of others; Accepts feedback from others; Gives appropriate recognition to others.
- Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
- Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.
- Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
- Motivation - Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals.
- Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.
- Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
- Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
- Safety and Security - Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.
- Dependability- Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
- Decisive – makes timely, effective decisions regarding programs/projects/personnel, based on identifying and weighing solutions and understanding the impact of decisions on program and the broader organization.
- Accountable– takes responsibility for achieving goals of program/project ranging from programmatic deliverables/outcomes to financial performance; clearly outlines plans with teams to achieve deliverables; holds others accountable for their performance; shows initiative in resolving issues/challenges proactively and identifying opportunities for improvement
- Communication - Consistently and effectively communicates information about the organization verbally and in writing to individuals and teams; assures key messages are accurately communicated across their teams; maintains a positive, professional attitude in message delivery; addresses concerns or confusion appropriately and in a timely manner.
Physical Demands: The physical demands described here are representative 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.
- While performing the duties of this job, the employee is regularly required to talk or hear.
- While performing the duties of this job, the employee is regularly required to sit; use hands to handle or feel and reach with hands and arms.
- While performing the duties of this job, the employee is regularly required to stand, walk.
- While performing the duties of this job, the employee is occasionally required to climb or balance and stoop, kneel, crouch, or crawl.
- While performing the duties of this job, the employee is occasionally required to use their sense of taste or smell.
- While performing the duties of this job, the employee must use close vision (clear vision at 20 inches or less), color vision (ability to identify and distinguish colors), depth perception (three-dimensional vision, ability to judge distances and spatial relationships), and possess the ability to adjust focus (ability to adjust the eye to bring an object into sharp focus).
Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.
Heartland Alliance makes all hiring and employment decisions, and operates all programs, services, and functions without regard to race, receipt of an order of protection, creed, color, age, gender, gender identity, marital or parental status, religion, ancestry, national origin, amnesty, physical or mental disability, protected veterans status, genetic information, sexual orientation, immigrant status, political affiliation or belief, use of FMLA, VESSA, military, and family military rights, ex-offender status (depending on the offense and position to be filled), unfavorable military discharge, membership in an organization whose primary purpose is the protection of civil rights or improvement of living conditions and human relations, height, weight, or HIV infection, in accord with the organization's AIDS Policy Statement of September 1987.