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Patient Care Coordinator

The Patient Representative is responsible for the execution of duties associated with operation of the front desk area of the Lyon College School of Dental Medicine (LCSDM) Clinics to include, but not limited to: completing administrative and financial procedures associated with patient encounters, greeting patients upon arrival and exit of appointment, assisting patients with required paperwork, input of patient data into clinical software system, managing the appointment schedule for dentists, hygienists, dental students, answering the telephone and returning calls, directing the appropriate use of patient information, and facilitating communication between students, patients, faculty, and staff. Additionally, the Patient Representative is responsible for the security of the front desk area and must secure cash and all other sensitive information. The Patient Representative will assist with insurance verification, follow-up on insurance denials, contacting patients for recall and treatment plan follow up outstanding account balances, and any other processes that may be required in order to maintain complete patient records and financial files. The Patient Representative will report directly to the LCSDM Business Manager. The Patient Representative must be able to work in a fast-paced environment while maintaining an attitude of positive cooperation.

Duties and Responsibilities (Essential Functions):

• Patient Account Management/Insurance Financial duties
• Completes all patient arrival and exit procedures - to include entry of appropriate dental procedure (CDT) codes into patient accounts and receipt and accounting of cash credit card payments/co-payments; ensures proper/secure cash handling procedures are adhered to by staff
• Ensures all required paperwork is provided and accurately completed upon patient arrival, scans documents, and inputs customer data into clinical software system
• Completes insurance verification on all insured patients and completes precertification when required
• Discusses financial options and obligations with patients based upon program eligibility and insurance coverage estimates
• Assists the clinic business manager with posting of insurance payments and making account adjustments/write-offs as necessary; reviewing patient explanation of benefits (EOBs) while reconciling with patient accounts, and follow up on insurance denials

• Monitors outstanding insurance and Medicaid claims; provides requested documentation to insurance carriers on outstanding claims; contacts patients about outstanding account balances to collect accounts receivables due

• Customer Contact Scheduling

• Greets patients upon arrival and exit of appointments
• Oversees the maintenance of the patient schedule and recall system, ensuring clinic schedules are maintained at capacity in order to meet patient demand and maximize revenue; contacts patients to discuss follow-up on proposed treatment plans; calls patients to confirm appointments; reschedules patients when cancellations/vacancies occur to maintain schedule at capacity
• Receives patient complaints and offers resolutions when possible and within authorized limitations; refers complaints to department management/administration when required
• Manages clinic's telephone and messaging system and ensures all telephone calls are answered courteously and promptly; serves as primary call receiver and ensures telephone coverage at all times; takes telephone messages and ensures prompt and accurate delivery

• Manages the clinic online appointment request system

• Clerical/Staff Student Support

• Provides administrative support to clinical faculty, staff, and students (faxing, copying, non-clinic scheduling, etc.)
• Facilitates communication between faculty, staff and students to ensure seamless operation between business and patient care areas
• Assists LCSDM administration by producing various clinical statistic reports, relaying communication between central administration and clinical personnel, and serving as a linkage between administrative and clinical programs
• Distributes mail to clinical personnel
• Maintains administrative supply stock and submits purchase requisitions as needed
• Maintains cleanliness and organization of front office and patient waiting areas

May be required to perform other duties as assigned including but not limited to: committee participation, support to School's leadership team, and special event involvement.

Knowledge, Skills and Abilities:

Individual must possess the knowledge and the following skills and abilities or be able to perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities:

• Regular attendance is an essential function of the job
• Participation on committees as assigned
• Familiarity with HIPAA, FERPA, OSHA, and laws/regulations pertaining to the practice of dentistry in Arkansas
• Thorough knowledge of dental office business and clinical practices. Knowledge of public and private insurance operation regulations. Knowledge of dental insurance coding. Knowledge of patient financial services and requirements. Ability to work in a fast-paced working environment with a positive attitude. Ability to organize and accomplish multiple tasks simultaneously.

Requirements

• Bachelor's degree in Business, Healthcare or related field plus 3 years' experience in patient registration, scheduling, or billing in a healthcare environment OR high school diploma/GED plus 7 years' experience in administrative support services including 3 years' experience in patient registration, scheduling, or billing in a dental environment.
• Must have computer/basic keyboard skills, telephone etiquette skills, and general knowledge of office machines including printers and scanners.
• Knowledge in basic dental terminology and registration experience required.
• Proficiency with patient account management and scheduling software and Microsoft Office (Word, Excel, and Outlook).
• Must be detailed oriented, self-directed, motivated, team-oriented, have ability to multi-task, possess strong organizational skills, problem-solving skills, time management, excellent communication and interpersonal skills.
• Patient scheduling experience in a dental environment preferred.
• Experience with dental practice management software preferred.
• Knowledge of Current Dental Terminology (CDT) preferred.
• Support compliance with HIPAA, FERPA, and OSHA guidelines.

Work Conditions:

• Work is primarily indoors, but requires the incumbent to be in an outdoor environment when traveling between local campus buildings, off campus, and to other Lyon College facilities.
• Performing duties and attending events outside the normally scheduled work hours occasionally occurs and is required.
• Traveling off-campus to a local, state, regional and/or national event, as well as travel to other Lyon campuses or facilities occurs occasionally and is required.
• Incumbent may be exposed to frequent noise caused by dental equipment, telephones, office machines, and nearby oral communications among School personnel and/or students. Work hours may vary due to clinic schedules.

Lyon College is a USN&WR "top tier" national liberal arts college and recognized by Forbes as "One of America's Top Colleges." Founded in 1872, the College is one of the oldest institutions of higher education in Arkansas and offers undergraduates exceptional preparation for their post-baccalaureate objectives, particularly in STEM fields, Business, Economics and Accounting, and the Arts. The Lyon College Institute of Health Sciences in Little Rock will house the College's professional programs, including the School of Oral Health and Dental Medicine, as well as the School of Veterinary Medicine.

Interested candidates should apply electronically at www.lyon.edu/employment. Review of the applications will begin immediately and continue until the positions are filled. To learn more about Lyon College go to www.lyon.edu.

Lyon College does not discriminate with respect to the hiring of applicants or with respect to the terms, conditions, or privileges of employment because of race, color, religion, gender, age, disability, sexual orientation, or national origin. It is the continuing policy of Lyon College to comply with any applicable state and federal law regarding equal employment opportunities.