Patient Care - Referral Coordinator

Job Description

Job Description

The Patient Care - Referral Coordinator represents the practice in all facets of patient services, which may include, but is not limited to, greeting patients, answering the telephone, scheduling appointments, verifying insurance benefits, preparing financial estimates for surgery, maintaining patient records, and coordinating patient flow. The Patient Care - Referral Coordinator is also tasked with ongoing engagement with both current and prospective referral sources, building and maintaining strong relationships.

$25 - $30 hourly

The position will be divided equally between Patient Care Coordinator and Referral Coordinator responsibilities.

The responsibilities of the Patient Care Coordinator include the following:

• Greets visitors and patients entering the practice warmly and alerts appropriate staff of patient arrivals.
• Performs necessary duties associated with checking patients in and out.
• Registers new patients, provides necessary paperwork (welcome letter, HIPAA documents), and ensures all required documents are completed by the patient.
• Reviews and electronically signs patient registration forms that were submitted through the website, then merges the data into the practice management software.
• Establishes, maintains, and keeps patient files and records up to date (i.e., address, phone number, insurance information, etc.) in the practice management software.
• Prepares correspondence, memos, post-operative treatment letters, and other documents, as requested by doctor.
• Uses computer, fax, or courier service to transmit information or documents when requested.
• Keeps the front desk and reception areas clean and tidy. Organizes magazines to keep current and neat.
• Answers telephone, routes calls, provides information, and takes messages in accordance with practice procedures.
• Monitors and sorts the office email accounts.
• Arranges for pathology specimen pickup.
• Completes biopsy log book with indicated information.
• Scans pathology results to patient account and notifies the doctor accordingly.
• Adheres to all safety and health regulations.
• Empties the trash, turns off the lights, and verifies all windows and doors are closed and locked before leaving each day.

Appointment Tasks

• Schedules and adjusts patient appointments to maximize patient care and doctor preferences.
• Reviews faxes from the call service daily and follows up with patients accordingly.
• Confirms patient appointments in accordance with the practice confirmation schedule.
• Monitors the schedule regularly, adjusts the schedule as necessary, and reschedules patients as needed.
• Keeps staff and doctor informed of scheduling problems, issues, or concerns, as they arise.
• Obtains X-rays and referral letters from the referring provider and scans them to the patient account upon receipt.
• Organizes daily charts and provides to clinical staff for review.

Financial Tasks

• Records treatment planned in the practice management software.
• Prepares financial estimates and presents the treatment plan as necessary and provides patient with related literature.
• Communicates with patients regarding financial options.
• Coordinates patient financial arrangements according to the financial policy.
• Reconciles patient payments by receiving and recording patient payments on the patient ledger.
• Reviews patient charts for any incomplete treatment.
• Completes Daily Check Sheet and submits completed sheets to the manager at the end of each day.

Insurance Tasks

• Confirms insurance information, including subscriber’s information, is entered correctly in the practice management software and updates as necessary.
• Follows up with patients for missing and/or incorrect insurance information.
• Submits pre-determination of benefits for select procedures.
• Contacts patients when pre-determination is received and proceeds with scheduling

Billing Tasks

• Reviews claim submission report daily. Follows up with appropriate office if there are discrepancies that need to be corrected.
• Posts daily insurance monies via mail or EFT daily with consistency and balancing.
• Monitors and follows up on outstanding claims.
• Processes and works rejections and denials from insurance carriers.
• Processes secondary carrier EOBs, as necessary.
• Submits claims to secondary carriers, as needed.
• Sends information as requested by insurance companies for processing the claim, when applicable.
• Documents claim and/or account information on the patient’s chart for quick reference.
• Corresponds with insurance companies to resolve payment delays, requests for additional information, or to discuss treatment that has been denied coverage.
• Handles all inbound calls/inquiries concerning insurance on a daily basis.
• Confirms insurance information, including subscriber’s information, is entered correctly in the practice management software and updates as necessary.
• Handles inbound patient calls/inquiries concerning insurance, as needed.
• Works A/R report for all accounts (patient and insurance balances).
• Studies the insurance plans that are used most frequently with patients to understand the various nuances of each plan to communicate more effectively.
• Documents basic insurance information and communication with carriers on the patient’s account.
• Educates patients, as necessary, regarding insurance and basic terminology.
• Remains up-to-date on all industry-related coding and billing changes.
• Reviews all coding and provides support or recommendations, as necessary

Knowledge/Skills/Abilities:

• Knowledge of English composition, grammar, spelling, and punctuation.
• Skilled in the use of standard office equipment including telephones, calculators, copiers, fax, computers, and computer software (MS Excel, Word, Practice Management software).
• Ability to maintain composure and professionalism when exposed to stressful situations.
• Ability to engender trust from the doctors, co-workers, and patients.
• Maintain confidence with the patient regarding abilities of doctor(s) and staff.
• Ability to work cooperatively with management, staff, and patients.
• Ability to prioritize, organize, and complete tasks in a timely and independent manner.
• Ability to accept constructive criticism.
• Ability to understand and follow written and verbal instructions.
• Ability to collect data, establish facts, draw valid conclusions, and maintain confidentiality.
• Ability to communicate and express thoughts and ideas competently.
• Ability to quickly grasp relevant concepts regarding duties and responsibilities.
• Ability to greet visitors professionally and courteously.

Education / Experience:

• High school diploma or equivalent.
• Minimum of 2 year(s) relevant experience in a customer service role.

Physical and Environmental Requirements:

• May be required to lift up to 25 lbs.
• Active movement throughout the day: sitting, walking, standing, squatting, bending, stooping, reaching, etc. (not a sedentary position).
• Vision: close vision, depth perception, and ability to adjust focus.
• Hearing: able to satisfactorily communicate with patients, doctor, and other staff members to ensure that verbal communication is clearly understood, or a satisfactorily equivalent method of communication.
• Finger dexterity is needed to access, enter, and retrieve data using a computer keyboard or operate equipment.
• Occasional exposure to toxic or caustic chemicals and radiation.
• Exposure to moderate noise levels.
• Exposure to hectic, fast-paced, high-anxiety environments.

The responsibilities of the Referral Coordinator include the following:

• Conduct regular visits to referring offices in the designated area.
• Organize referral lunch deliveries for referring offices.
• Monitor referral patterns and trends, formulating PR and marketing strategies to boost referrals.
• Track referral fluctuations to identify and implement necessary actions.
• Facilitate various events, including continuing education (CE) events, doctor meetings, learning sessions, and referral appreciation events.
• Manage the scheduling of all relevant meetings and events, ensuring timely reminders and confirmations.
• Explore new referral sources, including visits to potential referrers and promoting the practice's services.
• Maintain excellent communication with increasing referral sources.
• Relay critical information about referral practices to Leadership for addressing any concerns.
• Compile a weekly referral report detailing visits and trends.
• Maintain social media platforms, which include developing a posting calendar and content gathering.
• Deliver engagement statistics from social media platforms.
• Oversee marketing initiatives conducted by external agencies and partner with them to guarantee the effectiveness of these efforts.
• Maintain the accuracy of all marketing platform metrics through regular data updates.

• Previous experience in a dental, oral surgery, periodontal, orthodontic, cosmetic, or medical specialty office preferred.
• Strong communication and interpersonal skills with a warm, professional demeanor.
• Excellent customer service, hospitality, and patient relationship skills.
• Comfortable speaking with patients about treatment, scheduling, insurance, and financial arrangements.
• Organized, detail-oriented, and able to multitask in a fast-paced environment.
• Ability to build and maintain professional relationships with referring offices and community partners.
• Self-motivated, dependable, and team-oriented.
• Strong phone etiquette and professionalism in person, by phone, and through email/text communication.
• Comfortable learning and using dental practice management software and digital communication tools.
• Experience with dental insurance verification and treatment coordination is a plus.
• Marketing, sales, hospitality, or healthcare relationship-management experience is a plus.
• Valid driver’s license and reliable transportation preferred for referral visits and outreach activities.

Ideal Candidate

• Positive, energetic, and outgoing personality.
• Professional appearance and strong work ethic.
• Comfortable networking and representing the practice in the community.
• Passionate about delivering an exceptional patient experience.
• Able to take initiative and problem-solve independently.
• Excited to grow with a modern, relationship-focused oral surgery practice at Needham Oral Surgery and Implant Center.

At Needham Oral Surgery, we are committed to delivering exceptional patient care in a welcoming and highly professional environment. Our practice is oral surgeon-owned and specializes in a full scope of oral and maxillofacial procedures, combining advanced clinical expertise with a strong focus on patient comfort and safety.

We pride ourselves on fostering a collaborative, team-oriented workplace where every staff member plays a vital role in creating a positive patient experience. Our office values reliability, compassion, and attention to detail, and we are dedicated to supporting our team through ongoing learning and a respectful, supportive culture.

Joining Needham Oral Surgery means becoming part of a practice that prioritizes both clinical excellence and a positive work environment. We are looking for a dedicated team member who will grow together and be a part of our family!