Recall Coordinator – Management

Bloomfield Hills

Position Description Summary:

Coordinates the scheduling of patients for hygiene related services both in person and on the phone, scheduling appointment times to maximize the efficiency of the office.    

Essential Function(s) of the Position:

The duties listed below are intended only as illustrations of the various types of work that may be performed.  The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the level and/or class of this position.  

1. Ensures that hygiene appointment hours are completely filled according to daily goals, and in accordance with appointment guidelines.  Assists with the scheduling of dental appointments and calls as needed. 
2. Follows up on all broken hygiene or doctor appointments in the Lost and Found Report.. Coordinates the rescheduling of canceled appointments. Reschedules existing patients to fill gaps in the appointment calendar. 
3. Contacts scheduled patients to confirm upcoming appointments using phone, email, text, or written communications.
4. Tracks patient service and cancellation statistics. 
5. Performs backup support for the Front Desk, Receptionist, Accounts and Appointment Scheduler positions.
6. Cross trains on other positions as needed. 
7. Encourages and asks for patient referrals.
8. Attends and contributes to daily huddle and staff meetings.

Education/Experience:

High School graduate or equivalent

Licensing/Certifications:

None

Knowledge, Skills and Abilities:

Competent in administrative and clerical procedures

Knowledge of computers and relevant software application

Knowledge of customer service principles and practices

Adequate keyboard skills

Ability to communicate in a professional manner, both verbally and in writing 

Ability to represent the Practice in a professional manner    

Ability to take initiative to complete assigned tasks

Reliable individual

Ability to tolerate stressful situations

Ability to multi-task

Ability to maintain attention to detail

An independent worker; ability to work with limited supervision

Ability to work effectively in a team environment

Ability to maintain a cooperative working relationship with other staff members

Above average customer service skills; ability to tactfully handle difficult customer service situations; ability to deal courteously and effectively with a variety of people

Equipment, Machinery, Tools and Vehicles Used:

General office and dental equipment; computers

Microsoft Office:  Word, Excel and Dentech scheduling software  

Physical Demands:

The physical demands described here are representative of those that must be me by an employee to successfully perform the essential functions of this position.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.  

While performing the duties of this job, the employee is regularly required to use hands to finger, handle, feel or operate objects, reach with hands and arms; stand; talk and hear; walk; sit, stoop, and lift or move up to ten (10) pounds.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral visions, depth perception and the ability to adjust focus.

Mental Demands:

While performing the duties of this position, employees are regularly required to use written and oral communication skills; read and interpret data, information and documents, analyze and solve problems, use math and mathematical reasoning; observe and interpret situations; learn and apply new information or new skills; work under deadlines and constant interruptions; interact with staff and other organizations; and occasionally deal with dissatisfied or quarrelsome individuals.  

Working Conditions:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this position.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

Employees work under typical office conditions where the noise level is moderately quiet.  The employee may be occasionally exposed to dust or to dusty environments (to the extent of that which may be found on stored files). 

Reporting Relationships:

This position reports directly to the Communications Executive or Office Manager.  In the Office Manager’s absence, the position reports to the dentist on duty.  

Supervisory Responsibility:

None