Primary Responsibilities: Be the best part of our patient’s day and offer WOW! customer service! You are responsible for
professional patient communication (in-person, via phone, and electronically) and working with
the team to ensure positive patient experiences. You are the face of Wow! Smiles and are
expected to maintain a professional appearance and demeanor. On doctor days you are
responsible for providing a positive first impression and a lasting Wow! final impression on
patients as they are arriving and leaving their appointments. You control the flow of the reception
area and are the main point of communication between the clinical, admin & sales team.
Locations: You have a home region that you are part of which includes 3-4 practices and will have a primary
location assigned where you typically work out of, however you will be asked to assist in-person
at other locations as needed.
Scheduling Coordinator: You are responsible for scheduling of appointments, collection of payments, following up on
missed appointments, answering phone calls, handling patient questions and concerns.
Duties:
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Open and close office according to office protocol
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Answer phone calls with professionalism following office protocols
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Verify and update demographic information
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Greet and welcome patients and visitors to practice
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Interact and have conversations with patients
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Set patient expectations if they have arrived early/late or we are not running on time
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Be aware of all patients in reception area and get updates if a patient is waiting for more than 10 minutes past their appointment time
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Review supplies for reception and provide order to manager
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Assist at check in with whatever needs they have (account, health history, HIPPA, new patient paperwork, etc.) and check in on the
locator bar -
Ensure the reception area & overall office is clean and presentable to patients
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Schedule patients following templates based on information from clinical team
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Manage recall system and maintain patients without appointments report
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Ensure patient confidentiality and following of HIPAA protocols
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Follow up on no show appointments after every patient day
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Answer patient questions and concerns to the best of your ability and escalate to your manager as needed
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Receive and post patient payments, collect and update ACH/autopay information
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Prepare end of day reports and complete bank deposits
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Sort and distribute mail
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Assist the sales & marketing team with:
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Intake and scheduling of new patients
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Participating in minimum of 2 marketing events per quarter
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Participate in internal and external marketing initiatives
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Represent Wow! Smiles throughout the community
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Basic understanding of orthodontic treatment: when, why, & how we treat
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Attend and participate in company trainings, meetings, and events
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Work on projects as assigned, such as Past Due accounts, Care Calls, etc. and communicate with your manager if you need additional projects to work on
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Other duties as assigned
Physical and Environmental Requirements:
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Must be able to remain stationary or standing 50% of the time.
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May occasionally move about inside the office to direct patients or access equipment.
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Finger dexterity is needed to access, enter, and retrieve data using a computer keyboards, phones, photocopiers, filing cabinets and fax machines.
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Hearing: Must be able to communicate with patients, responsible parties, & team members to exchange accurate information in person,
via phone, and via text /email. -
Exposure to moderate-loud noise levels and fast-paced, high anxiety environments.
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Occasionally may be required to lift up to 20 pounds to a height of 3 feet.
