U.M. FDSP Associates, P.A. Patient Care Coordinator Supervisor in Baltimore, Maryland

Description/Job Summary


This position provides leadership, support, management, guidance and supervision for the Undergraduate Patient Care Coordinator (PCC) team. The supervisor ensures that all day-to-day activities of the PCC function operate smoothly and seamlessly. This position is also responsible for assuring that all performance metrics, workload deliverables and customer service activities are completed. Conducts a variety of administrative activities related to the efficient operation of an organizational program and/or department.



Daily oversight and management of the PCC team

Monitoring workflows, adjusting workload and staffing requirements to ensure that all activities and phone calls are answered and addressed in a timely and efficient manner.

Performs administrative tasks such as work hour scheduling, attendance monitoring and counseling, goal reviews, vacation request and overtime scheduling.

Works proactively with the direct staff and internal functional groups to develop creative resolutions to challenging call center operational and functional issues to ensure the highest level of customer service for our patients.

Participates in the hiring process and handles all employee issues for their direct reports

Meets periodically with direct reports to assess their performance and progress against goals and is responsible for writing and communicating quarterly and annual performance reviews.

Assures that individuals are trained appropriately.Identifies and assigns training needs on an individual basis. Provides continuing education for staff to ensure they perform at their highest level.

Acts as a patient advocate, acquainting patients and students with policies and procedures relevant to their care and helping them navigate the system as necessary.

Responds to patient and student concerns and forwards concerns to program director and/or supervisor as necessary.

Provides excellent customer service to internal and external inquiries regarding information, treatment, and special needs.

Provides individualized coordination of care; when necessary, reviews chart to monitor patient clinical progress.Enters relevant information into Axim database.

Assesses outcomes of care; analyze complaints to determine trends.Surveys patients via questionnaires; surveys dentists to determine how we can better serve our referring dentists.

Audits and reviews patient charts to ensure proper protocol is followed. Determines case status and inactivates, refers, or transfers, as required.

Facilitates patient referrals for specialty treatments.

Helps to coordinate necessary activities for patients scheduled in the clinics.

Meets with students on a regular basis to assist with patient management.

Develop and maintain databases used to collect and analyze data. Monitor and evaluate program operating policies and procedures.

Comply with specific department needs to maintain efficient patient database.

Required Skills

  • 1-2 years supervisory experience in a healthcare setting desired.

  • Solid organizational and time management skills.

  • Strong problem solving skills with the ability to manage multiple priorities and meet associated timelines

  • Effective in building and maintaining solid interactive professional and business relationships.

  • This position is accountable for developing and leading a highly productive team and for building and maintaining collaborative relationships.

  • Ability to work independently under minimal supervision.

  • Ability to independently perform specialized tasks following stated procedures.

  • Skill in applying basic analytical skills to problems where clear precedent may not exist.

  • Skill in exercising initiative, resourcefulness, and sound judgment with an ability to solve problems and make decisions.

  • Skill in organizing and executing multiple assignments under specific time constraints.

  • Ability to prioritize ongoing and new projects, as well as assigned daily tasks necessary to implementing a specific program.

  • Ability to communicate effectively orally and in writing.

  • Ability to handle sensitive and confidential matters with discretion and tact.

  • Ability to interpret and apply departmental policies and procedures to everyday situations.

  • Ability to establish and evaluate clerical methods and procedures; to negotiate resolution to scheduling and procedural problems

  • Ability to establish and maintain effective work relationships.

  • Required Experience*

Five years experience in a health care field, preferably in clinical dentistry, preferably in clinical dentistry.

Excellent oral and written communications skills.

Knowledge of enterprise-wide computer applications.

Preferred Experience

Registered Dental Hygiene licensure

Required Education

Associate degree

Preferred Education

Completion of an accredited Dental Hygiene program


Incumbents must be available as dictated by the business needs of the programs.

This job description provides an outline of the expected job duties of this position.

As an outline, it does not fully describe or limit the extent of the position s duties.

The Corporation and its supervisors may amend the job description, as it deems necessary without advance notice.

This job description does not create an employment contract and should not be construed as such.