Patient Care & Implant Coordinator

Overview:

The Patient Care & Implant Coordinator is responsible for coordinating daily front-office operations, patient care services, implant case management, and specialty treatment coordination within the dental clinic. This position serves as the primary liaison among patients, students, faculty, restorative dentists, implant representatives, dental laboratories, and clinical departments to ensure a positive patient experience and seamless delivery of care. The incumbent supports all phases of patient treatment, from initial contact and scheduling through treatment completion and follow-up. The role combines patient service, administrative support, financial coordination, insurance management, implant case tracking, inventory management, and clinical support responsibilities while maintaining compliance with HIPAA, OSHA, and institutional policies.

Responsibilities:

Patient Care & Front Office Operations:

• Serve as the primary point of contact for Specialty clinics.
• Perform patient check-in and check-out procedures.
• Upload and verify dental insurance information.
• Run eligibility, collect payments and process transactions accurately.
• Schedule, reschedule, and confirm patient appointments.
• Manage cancellations, no-shows, and send follow-up letters when appropriate.
• Document patient communications and interactions within the Electronic Health Record (EHR) And in Patient chart notes when communicating with patients.
• Answer incoming phone calls, emails, and voicemails promptly and professionally.
• Communicate with patients to resolve concerns and minimize escalations.
• Escalate unresolved patient concerns to the Director of Clinical Operations when appropriate.
• Coordinate transportation services, including Lyft rides, when necessary.
• Collect patient payments and process transactions accurately.
• Review and evaluate patient accounts.

Implant Case Coordination:

• Coordinate and track implant cases from consultation through treatment completion.
• Serve as a liaison among patients, restorative dentists, faculty, implant representatives, referring providers, and dental laboratories.
• Ensure implant patients remain on schedule and receive timely treatment.
• Schedule, coordinate, and follow up on implant-related appointments.
• Track implant consultations, case acceptance, treatment progression, and production metrics.
• Maintain ongoing communication with referring providers throughout treatment.
• Coordinate immediate temporization and restorative case scheduling as needed.
• Process implants surgical and restorative guides, verify case requirements, coordinate guide delivery with Lab Coordinator.
• Ensure guides are available and prepared for scheduled procedures.
• Print implant treatment plans, implant guides, radiographs, laboratory prescriptions, surgical reports, and other case-related documentation required for patient care and clinical procedures

Inventory & Supply Management:

• Track and maintain implant inventory, components, instruments, and related supplies.
• Monitor inventory levels and maintain accurate tracking systems.
• Receive and process inventory shipments and related accounting transactions.
• Process orders, returns, credits, and warranty requests.
• Maintain organized electronic and physical inventory records.

Qualifications:

Education/Experience:

• High School Diploma or GED, Required.
• Minimum of three years of customer service, healthcare, dental office, or administrative experience.
• Experience working in a patient-facing environment.
• Experience in a dental, oral surgery, orthodontic, or healthcare clinic, preferred. 
• Experience coordinating complex treatment cases, preferred.

Certifications:

• Certified Dental Assistant certification, preferred.
• Basic Life Support (BLS) certification, preferred. 

Knowledge/Skills/Abilities:

• Proficiency using Microsoft Office Suite, including Word, Excel, Outlook, and PowerPoint.
• Experience with axiUm or comparable dental practice management software preferred.
• Spanish-speaking skills, Preferred.
• Strong customer service and patient relations skills.
• Excellent written and verbal communication skills.
• Strong organizational and time-management abilities.
• Attention to detail and accuracy.
• Ability to prioritize multiple tasks in a fast-paced environment.
• Knowledge of dental terminology, implant procedures, and dental insurance processes.
• Knowledge of infection control protocols and HIPAA requirements.
• Ability to maintain professional relationships with patients, students, faculty, vendors, laboratories, and colleagues.
• Ability to work independently and as part of a multidisciplinary team.
• Strong problem-solving and conflict-resolution skills.

Working Conditions:

• Extensive use of computers and electronic systems.
• Prolonged sitting and standing.
• Frequent interaction with patients and clinic personnel.
• Ability to lift up to 5 pounds.
• May be exposed to bloodborne pathogens and other bodily fluids in accordance with OSHA standards.