Sr. Patient Coordinator

About the role

You will oversee the entire patient journey from first inquiry to final checkout, ensuring every interaction reflects the practice's commitment to clinical excellence and compassionate care. You will serve as the primary point of contact for families, guiding them through appointment scheduling, insurance verification, and treatment planning with clarity and empathy. This role requires you to manage a high volume of calls and digital communications while maintaining meticulous attention to detail and regulatory compliance. You will coordinate with clinical and administrative teams to optimize the patient schedule and streamline workflow efficiency. In addition, you will be responsible for documenting all patient interactions accurately and securely within the practice management system. You will also play a key role in educating families on financial policies, payment options, and appointment preparation. Ultimately, your work will directly influence patient satisfaction, retention, and the overall reputation of the practice.

Key facts

What you'll do

Coordinate patient appointments and manage the practice's scheduling system to maximize efficiency and minimize downtime.

Verify insurance eligibility and benefits, communicating coverage details and estimated patient financial responsibility clearly and accurately.

Process new patient registrations, ensuring all demographic, medical, and insurance data are complete and compliant with privacy regulations.

Handle incoming phone and digital inquiries, triaging questions about services, availability, and treatment options with professionalism.

Facilitate communication between families, clinicians, and administrative staff to ensure care plans are understood and executed smoothly.

Maintain detailed patient records, updating charts and logs in real time to reflect appointments, changes, and treatment progress.

Manage financial transactions, including copayments, deductibles, and billing inquiries, using established protocols and secure systems.

Implement appointment reminders and follow-up sequences to improve attendance rates and reduce no-show instances.

Support clinical operations by preparing treatment rooms, coordinating instrument readiness, and assisting with workflow adjustments as needed.

Educate patients and guardians on pre- and post-treatment instructions, dietary guidelines, and emergency protocols in a clear and reassuring manner.

Monitor inventory of clinical supplies and administrative materials, alerting leadership to reorder points or shortages in a timely fashion.

Contribute to quality improvement initiatives by identifying bottlenecks in the patient flow and suggesting actionable solutions to leadership.

Assist with the onboarding of new patients, walking them through consent forms, financial agreements, and office policies comprehensively.

Provide exceptional customer service at every touchpoint, reinforcing the practice's reputation for warmth, reliability, and trust.

Requirements

Must possess a high school diploma or equivalent; a bachelor's degree is strongly preferred and may be required depending on volume.

Demonstrate at least three years of experience in a patient-facing administrative role within a healthcare or dental environment.

Show advanced proficiency with practice management software, electronic health records, and Microsoft Office Suite, especially spreadsheets and email.

Exhibit exceptional verbal and written communication skills, with the ability to de-escalate tense situations and manage sensitive conversations.

Maintain strict compliance with HIPAA regulations and all office policies regarding patient confidentiality and data security.

Display strong organizational skills, with the capacity to manage multiple priorities, meet deadlines, and adapt to shifting schedules.

Prove reliability and punctuality, with a consistent attendance record and the willingness to work varied shifts, including evenings and peak hours.

Possess a customer-centric mindset, consistently seeking ways to improve the patient experience and support clinical goals.

Nice to have

Previous orthodontic experience or familiarity with orthodontic terminology and treatment processes.

Fluency in a second language commonly spoken within the local community.

Experience with telehealth platforms or virtual patient communication tools.

Knowledge of insurance billing workflows and prior authorization procedures.

Practical notes

This is a full-time position with standard weekday hours and potential evening shifts to accommodate patient demand.

The role may require occasional travel between clinic locations for training or operational support as directed by management.

Applicants must meet all local health and safety requirements, including vaccination protocols, if applicable.

Candidates must complete any required background checks and credentialing processes before commencing patient-facing duties.