Patient Services Representative

As a Dental Patient Services Representative, you will provide professional customer service by greeting, registering, and checking out patients in a prompt, pleasant, and helpful manner. Maintain patient confidentiality and ensure compliance with HIPAA policies and procedures. 

SUPERVISORY RESPONSIBILITIES

None

ESSENTIAL DUTIES & RESPONSIBILITIES

• Greet patients in a prompt, pleasant, and helpful manner and provide any necessary instructions/directions.
• Obtains and enters new patient demographics and updates patient information, as necessary, in the EHR to maintain accuracy.
• Research, enter, and update all information needed to complete Billing process. This involves verifying income for self-pay patients, verifying insurance and Medicaid coverage, and verifying eligibility to various programs that affect the Billing process. 
• Collect all co-pays, balances, and pre-payments as required by office policies. Distribute copies of receipts to patients. Understand and can apply payments to balances.
• Balance charges and receipts at end of each shift.
• Enter preferred pharmacy information.
• Schedule appointments according to clinic policy and provider notes, including walk-in patients, and requests over the phone. Enter appointments into online scheduling system appropriately.
• Call patients to preregister and confirm appointments, as needed, including updating demographic and pay source information.
• Scan all documents into EHR in a timely manner and ensure electronic record is complete. 
• Work in conjunction with other Patient Services Representatives to promote a “Team Effort”.
• Attend and participate in meetings and in-services as required. Participate in professional development activities. Serve on committees as requested.
• Perform duties in accordance with NHC Standards of Conduct and Mission Statement.
• Perform related work as required and other duties (similar physical requirements and OSHA risk level) as assigned. 

REQUIRED SKILLS / ABILITIES

• Dental - demonstrates a working knowledge of dental office procedures, dental records, dental appointment scheduling, coding, and third-party payer systems; maintains knowledge of, and acts in accordance with, current NHC policies and procedures. 

• Problem solving - identifies and resolves problems in a timely manner and gathers and analyzes information skillfully.
• Interpersonal skills - maintains confidentiality, remains open to others’ ideas and exhibits willingness to try new things; maintains friendly and supportive relationships with coworkers; talks through problems to keep channels of communication open and maintain a high level of trust; realizes the importance of, and practices, good customer service; and able to communicate effectively with people of varying cultures, socio-economic backgrounds, languages, and educational levels.
• Oral communication - speaks clearly and persuasively in positive or negative situations, demonstrates group presentation skills.
• Written communication - edits work for spelling and grammar, presents numerical data effectively and can read and interpret written information.
• Planning/organizing - prioritizes and plans work activities, uses time efficiently. 
• Quality control-understands the importance of compliance standards and pays close attention to accuracy and detail when performing duties.
• Adaptability - adapts to changes in the work environment, manages competing demands and can deal with frequent changes, delays, or unexpected events.
• Dependability - consistently at work and on time, follows instructions, responds to management direction and solicits feedback to improve performance. 
• Safety and security - actively promotes and personally observes safety and security procedures and uses equipment and materials properly.
• Computer & Math - accurately types a minimum of 40 WPM, proficient in the use of dental practice management software: proficient in basic math to make simple calculations. 

REQUIRED QUALIFICATIONS:

Education / Training

High School Diploma or GED. Training in medical and/or dental office and billing procedures. Associates Degree in Medical Assisting or certification as a dental office specialist preferred.

Experience

Minimum of one year’s experience in billing or dental/medical office. Word processing and computer experience preferred. Knowledge of dental terminology and coding preferred. Experience with medical or dental office software program preferred. 

Licensure/Certification

None

Physical Requirements

Prolonged sitting; infrequent to occasional walking or standing. Eye-hand coordination and manual dexterity sufficient to operate office and other electronic equipment. Corrected vision and hearing to normal range to record, prepare, and communicate appropriate reports. Ability to lift and carry items weighing up to ten pounds. Ability to work under stressful conditions. 

Work Environment

Normal dental office environment. Work may include irregular hours, including evenings and weekends. Involves frequent contact with patients, other staff, and dentist offices. Interaction with others is constant and interruptive. Contact may involve dealing with sick, angry, or upset people. OSHA Category III - Tasks do not involve contact with blood or body substances and the performance of Category I or II tasks are not a condition of employment. May be required to work at various locations as needed.