Patient Coordinator

Overview Position Information

Position Title:

Patient Experience Coordinator

Reports To:

Chief of Staff

The Patient Experience Coordinator is responsible for managing and supporting the patient journey from initial contact through completion of active treatment. This role serves as the primary point of coordination for patients during treatment planning and execution, ensuring timely follow-up, clear communication, accurate scheduling, and a consistently high-end patient experience. This role plays a critical part in treatment plan acceptance by building patient trust, addressing concerns, reducing anxiety, and ensuring no patient inquiry or treatment opportunity is lost due to lack of follow-through.

• Doctors and Partnering Doctors
• Lab Coordinator
• Front Desk Team
• Clinical Team

The Patient Experience Coordinator acts as a central communication bridge between patients and internal teams.

• Patient Communication & Follow-Up
• Contact all assigned patients within 24 hours of inquiry, consultation, or treatment plan presentation.
• Respond to all patient questions in a professional, empathetic, and timely manner.
• Guide patients through treatment decisions with clarity, reassurance, and confidence.

• Treatment Plan Conversion & Scheduling
• Drive conversion from New Patient to Consultation.
• Drive conversion from Consultation to Prep.
• Proactively follow up on all unscheduled treatment plans to support timely decision-making.

• Coordination & Continuity
• Coordinate with the Lab Coordinator once treatment is confirmed.
• Schedule prep and insert appointments promptly and accurately.
• Ensure seamless patient handoffs to Hygiene Coordinator at completion of treatment.

• Documentation & Detail Management
• Maintain accurate and timely patient records.
• Document at least three personal facts per patient in Dentrix Ascend.
• Ensure all patient communications and scheduling actions are properly logged.

• Patient Connection
• Demonstrates empathy, professionalism, and emotional intelligence in all patient interactions. Builds trust quickly, makes patients feel heard and supported, and creates a calm environment for patients who may experience anxiety or uncertainty about dental care.
• Treatment Confidence
• Possesses a working understanding of dental treatment workflows sufficient to confidently explain next steps, timelines, and expectations to patients while respecting clinical boundaries. Reinforces doctor recommendations with clarity and consistency.
• Attention to Detail
• Executes responsibilities with a high degree of accuracy across scheduling, documentation, and coordination. Ensures no details are missed and that patient records are complete, current, and reliable for all team members.
• Anticipation & Proactivity
• Identifies patient needs, scheduling requirements, and potential obstacles before they arise. Takes initiative to resolve issues early, preventing delays, confusion, or patient dissatisfaction.
• Communication Excellence
• Communicates clearly, calmly, and professionally across phone, in-person, and written interactions. Adapts communication style to meet patient needs while maintaining brand and service standards.
• Accountability & Follow-Through
• Takes full ownership of assigned patients and outcomes. Follows through on commitments, meets deadlines, and ensures that patient inquiries and treatment opportunities are not overlooked.
• Luxury Service Mindset
• Delivers a polished, attentive, and elevated patient experience aligned with our high-end dental practice. Anticipates comfort needs, demonstrates discretion, and upholds the practice’s service standards at all times.

• New Patient Contact Within 24 Hours – tracked in Pipedrive.
• New Patient to Consultation Closure Rate 80% – tracked in Pipedrive/Auxpanel.
• Consultation to Prep Closure Rate 80% – tracked in Auxpanel/Dentrix Ascend.
• Posterior or Secondary Treatment Plans Scheduled Within 3 Months – tracked in Auxpanel.

Performance is reviewed through KPI reporting, supervisor review, call audits, documentation audits, and periodic performance assessments.

Required:

• Strong interpersonal and communication skills
• High attention to detail and organization
• Ability to manage multiple patient relationships simultaneously

Disclaimer

This job description is not exhaustive and may be modified as business needs require.