Oral Surgery Coordinator - 42 North Dental

Overview

This is a Full-Time Oral Surgery Coordinator role.

The Oral Surgery Coordinator is a critical role for the Oral Surgery traveling teams. Their responsibilities include removing barriers to patient care, driving an exceptional patient experience, providing operational support and improvement to the workflow, and ensuring patients get the care they need. During the entire treatment encounter, they partner with the Oral surgeon and the Office to present accurate TX plans (coding), to verify insurances, and benefits information providing proper cost estimation, to coordinate treatment schedule, to help with post-op care triage if necessary, and to follow up with claim submission and reimbursement. They are an essential part of an efficient workflow and are responsible for the support and success of the Oral Surgery team to which they are assigned.

Builds Strong Partnerships: The Oral Surgery Coordinator is responsible for building strong relationships with the offices their OS team supports. They are a partner to the Practice Managers, Directors and other office teams to ensure the success of the traveling OS team. They will be effective communicators and collaborate well with others. When faced with conflict or a challenge, they can develop solutions and resolve matters quickly and effectively. When solutions are more challenging to find, they use their resources (Surgeons, RMs, RCD, ROC, PMs, etc.) to come up with solutions that benefit patients and the success of the OS team. They will promote a positive, inclusive, and collaborative team culture.  

 Ensures Appropriate Staffing/Management of Supplies/Compliance: The Oral Surgery  

Coordinator ensures the proper staffing levels are maintained for the offices they serve. They ensure a general rule of one assistant per column of patients and appropriate staffing for sedation patients including recovery time support. They will ensure HR guidelines are met regarding payroll/breaks and effectively communicates necessary company changes to their team. He/She manages the schedules of the traveling members in partnership with the Specialties Regional Manager and holds staff meetings and huddles as needed to support the team. They also ensure the ordering for each office is completed so the proper supplies are available while keeping within their budget. The Oral Surgery Coordinator also oversees compliance of their team, ensuring items such as name tags are worn, proper attire and necessary licenses are up to date and forwarded to HR. They cooperate with compliance guidelines and work with other departments to make necessary adjustments immediately.  

Motivates and Trains OS Team: The Oral Surgery Coordinator is a self-starter with the motivational skills to rally the team to see operate safely and efficiently. This individual works with the practice teams to ensure consultations and production schedules are booked and patients who have had a consult and not moved forward are followed up on. They ensure each member of their team does their part and they work directly with the OS to consult and check out the patients. The OS Coordinator also identifies areas of needed training and works with the RM Specialties to ensure Oral Surgery team operates within a culture of quality, efficiency and safety. They work closely with their teams to ensure the team’s skill level continuously improves.  

Reviews Reporting and Improves Treatment Plan Acceptance: The Oral Surgery Coordinator uses reporting to follow through on targets and drives key initiatives with their team. They focus on improving consult-to-completed treatment, identifying areas of opportunity and ensuring patients accept treatment. They positively enforce company initiatives including presenting financing options and the implementation of (Videa Health AI, CBCT, iTero) new technology to help improve the patient experience with traveling OS and drive higher case acceptance.  

Drives Exceptional Patient Experience: The Oral Surgery Coordinator ensures their primary focus is on patient care and drives a positive patient experience. They are quick to resolve patient complaints, identify easily when a patient is dissatisfied and do their best to ensure a positive outcome. The OS Coordinator ensures their teams are focused on providing exceptional care and that patients are asked to review their experience.  

As part of this experience, the OS Coordinator works with their assigned Oral Surgery teams to ensure schedules are booked appropriately, payments are received, and patients are addressed when they miss appointments or fail to make a payment at time of service. They ensure the patient is referred to their GP and is compliant in the progress of their treatment. In conjunction with the oral surgery coordinator, they contact patients to book their care and ensure financial arrangements have been made to start treatment.  

The Oral surgery coordinator must be a self-starter and be able to effectively motivate and lead the OS teams to hit their targets. They must have a strong ability to resolve conflict and use critical thinking skills to improve operational processes that ensure a successful schedule and productive day. They have strong attention to detail to ensure quotes of cases are as accurate as possible. They have strong mathematical skills and can calculate insurance benefits and patients’ out of pocket costs. They are detail oriented and ensure all Consents and TX plans are signed and scanned into the patients’ documents in Ascend. The Oral Surgery Coordinator ensures all treatment is posted accurately. They must be comfortable speaking with patients and presenting treatment in a way that ensures patients go to treatment. They also must be reliable and have effective time management as the oral surgery schedules are busy and require meticulous scheduling and planning.  

Responsibilities

• Work with the office managing insurance claims. Help with providing accurate insurance benefits/coverage estimation to give patients proper cost estimation. Follow up on claim submission and reimbursement, particularly when supplemental information or narratives are needed;
• Work with the offices to manage OS team schedule to ensure high quality of patient care and productivity.
• Support assigned OS teams by providing pre visit preparation, day of service support and scheduling support in person and remotely.
• Reviews all OS schedules by practice and confirms appointments, Tx planned and condenses or expands schedules accordingly.
• Verifies pre-visit patient insurance and available benefits to assist with providing accurate Tx plan and patient out of pockets.
• When needed, filling the schedule by coordinating care between different offices and Works to find wait listed patients’ openings to be scheduled for their procedures.
• Provides coordination with OS and schedule opportunities to build productive schedules in advance of live days.
• Presents accurate Tx plans and ensures deposits and POS collections are being executed on.
• Conducts patient post-surgery calls to ensure patients are doing okay and triage to OS when appropriate.
• Works before each week’s schedule to build with the practice teams full productive schedules.
• Ensures all appropriate supplies, medications and equipment levels are properly maintained.
• Leverages practice relationships and communication to condense all OS schedules by finding the best place to schedule additions to the OS live days.
• Provides input and assessment of specialty needs by location and capacity constraints.
• Solves and anticipates problems and develops solutions proactively.
• Removes barriers, so the focus on patient care and meeting goals; support the successful implementation of any departmental changes.
• Supports the overall growth of their assigned Oral Surgery teams.
• Manages staffing levels and temporary support for traveling teams.
• Actively builds relationships and gains support and trust of the Directors and Managers; carries through on tasks and acts where support is needed.
• Supports efficient supply ordering and inventory management; provides timely management of inventory and supplies needed for patient care.
• Identifies areas of opportunity for operational improvement and provides feedback to Oral surgeons and support staff and teams on patient satisfaction scores and reviews.
• Drives Red Carpet patient experiences; through direct patient communication pre visit, during visits and post op follow-up for complex cases.

Qualifications

• Excellent customer service skills
• Clear speaking and telephone voice
• Positive attitude and energetic personality
• Comfortable in computerized environment
• Ability to multitask