Patient Liaison and Patient Communications Coordinator

Reporting to the Director of Clinical Operations, Associate Dean of Clinical Affairs, or designated clinic administrator, the Patient Liaison and Patient Coordinator Patient Relations and Customer Service· Serve as the primary contact for patient inquiries, concerns, compliments, and complaints· Promote a welcoming, professional, and patient-centered experience throughout all clinical interactions·

• 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.

Patient Communications

• 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.

Appointment and Care Coordination

• 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.

Quality Improvement and Patient Satisfaction

• 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.

Collaboration and Administrative Support

• 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.

Compliance and Confidentiality

• 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.

Required Qualifications

• 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.

Preferred Qualifications

• 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.

Knowledge/Skills/Abilities

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