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About the Role

Serve as the primary contact for patient inquiries, concerns, compliments, and complaints, promoting a welcoming, professional, and patient-centered experience throughout all clinical interactions.

Responsibilities

• Serve as the primary contact for patient inquiries, concerns, compliments, and complaints.
• Promote a welcoming, professional, and patient-centered experience throughout all clinical interactions.
• Assist patients in navigating dental school clinics, services, policies, and procedures.
• Address and resolve patient concerns promptly and escalate issues when appropriate.
• Advocate for patient needs while supporting institutional policies and clinical requirements.
• Develop and implement communication strategies to improve patient engagement and satisfaction.
• Manage patient communications through phone, email, text messaging, patient portals, and written correspondence.
• Create and maintain patient-facing educational materials, FAQs, and informational resources.
• Ensure communications are clear, professional, culturally sensitive, and compliant with privacy regulations.
• Assist patients with scheduling, rescheduling, and accessing appropriate dental services.
• Coordinate referrals and communication between departments, specialty clinics, and external providers.
• Monitor patient follow-up and treatment completion processes.
• Support patient retention and continuity of care initiatives.
• Collect and analyze patient feedback through surveys and other assessment tools.
• Identify trends and recommend improvements to patient services and communication practices.
• Participate in quality assurance and continuous improvement initiatives.
• Prepare reports related to patient satisfaction, communication effectiveness, and service metrics.
• Work closely with faculty, students, residents, clinic managers, and administrative staff.
• Assist in developing patient communication policies and standard operating procedures.
• Maintain accurate records of patient interactions and resolutions.
• Ensure adherence to HIPAA, institutional policies, and applicable healthcare regulations.
• Protect patient privacy and confidentiality in all communications.
• Maintain accurate documentation and records according to institutional standards.

Requirements

• Bachelor's degree in Healthcare Administration, Communications, Public Relations, Business Administration, or a related field; equivalent experience may be considered.
• Minimum of 2–3 years of experience in patient relations, customer service, healthcare communications, or clinical administration.
• Excellent verbal and written communication skills.
• Strong interpersonal, problem-solving, and conflict-resolution abilities.
• Proficiency with electronic health records (EHR), scheduling systems, and Microsoft Office applications.
• Experience in an academic health center, dental school, or healthcare setting.
• Knowledge of dental terminology and clinical workflows.
• Experience with patient satisfaction programs and quality improvement initiatives.

Skills

• Patient Advocacy
• Effective Communication
• Relationship Building
• Cultural Competence
• Conflict Resolution
• Professionalism and Integrity
• Attention to Detail
• Team Collaboration
• Service Excellence

Experience Level

• 2-3 years

Education Level

• Bachelor's degree

Salary/Compensations

• USD $70,000.00/Yr. - USD $87,500.00/Yr.