Patient Service Coordinator

About the role

• The Patient Services Coordinator at Imagine Orthodontic Studio serves as the primary brand ambassador and initial point of contact for individuals seeking orthodontic care. This role focuses on making initial contact with potential new patients, managing lead communication, and executing a seamless intake process to convert inquiries into scheduled consultations. We seek passionate individuals dedicated to our people-first culture and exceptional patient care.

What you'll do

Patient Intake & Communication Excellence

• Patient Intake & Communication Excellence
• Initial Contact: Proactively initiate contact with potential new patients and follow up with leads through phone calls, emails, and SMS text channels.
• First Impressions: Provide high-level customer service functions including receiving incoming inquiries, gathering referral information, and answering patient questions.
• Scheduling: Coordinate, schedule, and confirm initial in-office consultations, ensuring data is entered accurately into the practice management software.
• Expectation Setting: Educate prospective patients on the end-to-end evaluation process, preparing them for clinical steps, payment timelines, and necessary documentation.

Pipeline & Information Management

• Lead Tracking: Maintain and manage unscheduled, pending, and incomplete contact lists to maximize patient acquisition and follow-through.
• Data Integrity: Request, verify, and update comprehensive patient files, including personal demographics, contact information, insurance details, and identification records.
• Administrative Routing: Direct complex billing queries, insurance verification issues, and clinical questions to the appropriate internal office or team member.
• Reporting & Compliance: Generate daily and weekly pipeline reports to track appointment scheduling efficiency while adhering strictly to HIPAA guidelines and company policies.

Qualifications

Minimum

• Education: High School Diploma or equivalent.
• Experience: 2+ years of prior reception, customer service, or centralized call center experience.
• Technical Skills: Proficiency with Microsoft Office, lead management applications, and dental practice management software.

Preferred

• Linguistic: Bilingual proficiency in fluent Spanish (reading, writing, and speaking).
• Industry Experience: Previous experience in healthcare intake, dental administration, or hospitality-driven customer sales.