Job Description

Staff - Union
Job Category CUPE 2950
Job Profile CUPE 2950 Salaried - Clinic Receptionist (Gr3)
Job Title Patient Allocation Program Lead
Department Dental Clinic | Faculty of Dentistry
Compensation Range $4,208.00 - $4,316.00 CAD Monthly
Posting End Date October 9, 2025
Note: Applications will be accepted until 11:59 PM on the Posting End Date.
Job End Date Ongoing
At UBC, we believe that attracting and sustaining a diverse workforce is key to the successful pursuit of excellence in research, innovation, and learning for all faculty, staff and students. Our commitment to employment equity helps achieve inclusion and fairness, brings rich diversity to UBC as a workplace, and creates the necessary conditions for a rewarding career.
Job Summary
The UBC Dental Clinic uses state-of-the-art technology and an innovative architectural design to create a sophisticated, efficient space for learning, community service and research. The Nobel Biocare Oral Health Centre at UBC, and the Graduate Specialty Clinic, use state-of-the-art technology and an innovative architectural design to create a sophisticated, efficient space for learning, community service and research. The dental clinic in the Oral Health Centre provides the setting for the clinical practice component that is required for the completion of Doctor of Dental Medicine (DMD) requirements and graduate programs. A new Simulation laboratory was completed in 2022, which allowed us to release clinic space to accommodate patient care, while allowing students to perform simulated patient care in a separate, specially designed lab.
The Patient Allocation Program Lead plays a critical role in managing patient assignments across the DMD and Dental Hygiene Programs at the UBC Faculty of Dentistry. This position ensures optimal student-patient matching to support clinical education, effective scheduling, and patient care delivery. The role also supports the UBC Children's Dental Busing Program by coordinating scheduling and communication logistics for enrolled families. Additionally, the position provides reception coverage as needed to maintain seamless clinic operations.
Organizational Status
Works within the main dental clinic. This position reports to the Clinic Operations Administrator who reports to the Senior Clinic Manager, Resources & Operations and the Clinic Director.
Work Performed

• Patient Management & Allocation: Prepare, allocate, transfer, refer, and dismiss patients for students across DMD and DHDP programs ensuring equitable distribution of learning opportunities and clinical experiences.
• Clinical Records Maintenance: Update patient files, close charts, retention policies, and UBC Dentistry standards. On a daily basis, over 50 to 60 patient charts are processed to sustain continuity of care and compliance.
• Screening & Scheduling: Coordinate and manage patient screening appointments, including reminder calls, waitlist tracking, and follow-up communications, to ensure students have timely access to appropriate cases.
• Data Accuracy in axiUm: Maintain precise patient data in axiUm, including demographic updates, treatment notes, referral information, and chart status. Regularly audit entries for accuracy, consistency, and completeness to avoid downstream errors in treatment or billing.
• Patient Communication & Cost Clarification: Provide patients and referring dentists with clear explanations of treatment costs, procedures, and expected timelines. Act as a liaison to manage expectations and minimize misunderstandings that may affect student assignments.
• Documentation Systems Oversight: Maintain and continuously update patient allocation manuals, allocation rules, waitlists, and program documentation systems to ensure transparency and alignment with faculty policies.
• Support Staff Guidance: Provide training, guidance, and daily assistance to support staff (e.g., DA2/DA3, reception, work-study students) involved in patient allocation logistics. Monitor workflows to ensure efficiency and fairness in student-patient assignments.
• Cross-Program Coordination: Collaborate with program directors, clinical supervisors, and faculty to prioritize patient allocation based on curriculum requirements, ensuring DMD and DHDP students receive balanced clinical exposure across specialties.

Busing Program Support

• Assist with the coordination of the UBC Children's Dental Busing Program in partnership with Richmond Public Health. Maintain and update application forms, the Wait List and Master List using Excel, axiUm, or other internal systems
• Fax updated lists and applications to UBC contacts and file confirmations in the UBC Binder.
• Send appointment offers, reminders, and welcome information to families via phone and email.
• Confirm attendance, refer patients, provide transportation, manage rescheduling, and monitor no-shows or deferred appointments.
• Liaise with UBC Faculty of Dentistry staff to ensure accurate scheduling and communication.
• Case notes interactions, track status outcomes on Master List (e.g., discharged, returning, referred), and file application.
• Provide culturally sensitive communication and prioritize urgent dental needs when scheduling.
• Work closely with public health dental hygienists, UBC clinic coordinators, and administrative staff to ensure program efficiency and effectiveness.

Reception Coverage (As Needed)

• Provide reception coverage as needed, including greeting patients and answering inquiries in person, via phone, or email.
• Prepare and send pre-authorizations and pre determination for insurance patients.
• Communicate with patients about balances and collect payments when needed for DMD and DHDP as well as with other programs.
• Reconcile accounts, issue receipts, and follow up on outstanding payments.
• Book appointments for routine, urgent, and specialized care; assist in rescheduling and cancellations.
• Guide patients and students on dental plan procedures and insurance pre-authorizations.
• Support orientation of students and new staff on front desk protocols.
• Maintain and archive dental charts, update patient records, and support coordination of patient communications.

Consequence of Error/Judgement
Work is performed under clearly defined guidelines requiring minimum judgment on methods used to perform work. Resolves some problems but refer most to the supervisor. Errors can be corrected but could result in patients not receiving treatment when needed causing angry patients, faculty and students missing valuable clinical instruction time.
Supervision Received
Supervised by the Clinic Operations Administrator
Supervision Given
N/A
Minimum Qualifications
High school graduation, plus completion of a Dental Office Assistant program (including terminology), plus one year of related experience or an equivalent combination of education and experience.

• Willingness to respect diverse perspectives, including perspectives in conflict with one's own
• Demonstrates a commitment to enhancing one's own awareness, knowledge, and skills related to equity, diversity, and inclusion

Preferred Qualifications

• Completion of a Dental Office Assistant or Certified Dental Assistant (CDA) program preferred.
• Training or experience in dental scheduling systems (axiUm, PARIS) and Microsoft Office (Excel, Outlook) strongly preferred.
• Experience in clinical dental administration or operations Preferred.
• Prior experience in patient coordination, program support, or clinical reception is an asset.
• Experience working with culturally diverse families; pediatric or public health exposure is an asset.
• Proficient in English; fluency in Cantonese and Mandarin strongly preferred for family liaison functions.
• Excellent organization, multitasking, and time-management abilities.
• Strong communication and problem-solving skills.
• Comfortable working independently and collaboratively in a fast-paced, patient-centered environment.
• Commitment to equity, inclusion, and culturally sensitive communication practices.

Skills Required