JOB SUMMARY:
The Treatment Coordinator’s primary responsibility is to be a liaison between patients, the oral health care team, and the community in order to promote a seamless experience and ensure the patients leave well informed and prepared for their next appointment. This includes ensuring that patients understand their treatment plan, risks, alternatives and benefits of treatment, insurance benefits, and they will assist with financial arrangements, sliding scale fees and lab charges, and coordination of appointments. The Treatment Coordinator will also address social determinants of health (SDOH) impacting patients’ ability to seek and obtain affordable oral health care services.
SPECIFIC RESPONSIBILITIES:
Attend, participate in, and complete required training sessions
Address appointment compliance barriers by connecting patients to local resources
Prepare and present treatment plan and financial estimates for patients for all prescribed treatment by MAHEC Dental’s Faculty, Residents, Student Learners, and Hygienists.
Assist patients with financial arrangements, specifically when payments are due, upcoming balances, etc.
Handle all treatment plan paperwork, consent forms, policies, etc. that are required for patient visit(s) in collaboration with providers and dental assistants.
Address and reduce fear, anxiety, and shame, as well as misconceptions and concerns related to care delivery.
Develop a strong rapport and working relationship with MAHEC Dental providers, business office, and dental assistant teams.
Master the Dentrix Enterprise software system and serve as real-time treatment plan support for providers and support team.
Complete the referrals process, including sending the referral to attending provider for approval/denial, monitoring progress, creating patient chart in Dentrix once referral is approved and upload referral into patients chart, adding notes in chart that the referral has been approved per attending provider, and reaching out to the patient to schedule appointments once referral is completed.
Utilize NCCare360 to identify social support services to address SDOH-driven barriers
Report quantitative and qualitative data on a regular basis regarding access to care and subsequent oral health outcomes within MAHEC, and across the region
Adhere to patient confidentiality and (state, federal, MAHEC) HIPAA laws and guidelines.
Perform basic arithmetic to understand patient ledgers, insurance benefits, nominal fees, etc.
Provide clear, positive communication with patients and team members.
Excel in attention to detail, organization, and follow-through skills.
Track and follow-up with patients regarding scheduling treatment.
Participate in new resident, student learner, dental assistant, faculty, business office orientations to ensure successful onboarding.
Communicates routinely with division leadership and the central business office to ensure optimal patient experience.
Coordinate with hospital and surgical center to arrange care.
This role description is a general description of the essential job functions. It is not intended to describe all the duties the Treatment Plan Coordinator may perform.
KEY COMPETENCIES:
Communication Skills
Effectively and respectably communicate with other individuals, whether it be a colleague, patient, or patient’s family member and appropriately enumerate information in a manner easily understood by all parties. We do this to foster a culture of understanding between all parties, especially in complex and difficult situations, to ultimately provide the best care possible to our patients and their families.
Decision Making
Ability to make the most appropriate decision in a given situation and then taking the next steps to ensure appropriate and timely completion. This requires conflict resolution skills, critical thinking skills, confidence in your ability to make the right decision in most situations. This also includes ability to prioritize your workday appropriately to ensure the most important tasks are completed on time.
HealthCare Knowledge
Having the drive to keep yourself abreast and up to date on the new breakthroughs in your area of expertise and communicating them to the rest of the team, as appropriate. This also includes keeping up with your licensure and yearly training requirements within your area expertise along with MAHEC’s organizational training. Finally, the ability to apply the depth of knowledge maintained and gained through this process in real life scenarios as appropriate.
Interpersonal Skills
Showing the ability to meet difficult situations with grace, professionalism, and understanding. Within your area of expertise, showing respect and showing empathy where appropriate with your colleagues, patients, and their family at all times, even when its most difficult to do so. This is done, in part, by effective listening, being your authentic self, showing responsibility and dependability, and being patient with others.
Organizational Values
Adherence to MAHEC’s founding principles and incorporating them every day. This includes, among others, having integrity and accountability, reverence for other cultures and equitable practices, ability to manage change, and displaying a clear understanding of organizational dynamics. Doing these things creates a culture where people want to do the best for each other and gives personal ownership towards the goal of helping people in their time of need.
Problem Solving
Having an analytical mind and ability to work autonomously to solve complex problems that may arise. The wherewithal to think logically through a difficult problem and come to an appropriate resolution for a given issue. This helps to drive continuous improvement by thinking through where we can improve in a novel way. Measures success by understanding where we are currently and where we want to go and then applying those new ideas to affect positive change.
SPECIFIED SKILLS
COMPUTER
Knowledge of dental office functions and workflows
FOREIGN LANGUAGE
Multi-lingual, Spanish speaking skills preferred
PHYSICAL DEMANDS
Not Applicable.
SUPERVISORY RESPONSIBILITIES:
Not Applicable.
EDUCATION AND EXPERIENCE
MINIMUM QUALIFICATIONS:
High School Diploma or GED required
Experience in oral health care/healthcare, community/caused-based, and/or social work environments; or any combination of education and experience which would provide an equivalent background.
PREFERRED QUALIFICATIONS:
Dental Assisting background a plus but not required
Knowledge of Federally Qualified Health Centers (FQHC) and sliding scale workflows
Previous experience in Dental patient billing/insurance
Experience with Dentrix Enterprise
REQUIRED LICENSES:
Not Applicable.
SCHEDULE:
Regular attendance on-site is an essential function of this position. Typical business hours are Monday – Friday, 8:00 am to 5:00 pm (or flexed to best meet the needs of the clients and/or the Division); 40 hours per workweek; weekend, holiday, or evening coverage is occasionally required. Work hours will need to be flexible in order to respond to special work assignments, or evening activities, as requested by the team leader.
POSITION COMPENSATION:
$24.90/hour, full time + full benefits available
At MAHEC, we strive to equip all team members with Total Rewards (pay + benefits) to honor their service, support their health, manage their financial security, build their career, and thrive.
All MAHEC employees and learners will be required to receive the Flu vaccine or have an approved exemption.
MAHEC Talent Management is located at 121 Hendersonville Road, Asheville, NC 28803. Equal Opportunity Employer.
MAHEC is a qualifying employer for the Public Service Loan Forgiveness (PSLF) Program. Employees who meet federal requirements may be eligible to have remaining student loan balances forgiven after 10 years of qualifying payments while working full-time at MAHEC.
If you are interested in this role, and you have related experience and qualifications, we encourage you to apply or reach out to AskTalent@mahec.net for support in your job search process. You could be the talent we are seeking for this or other opportunities.