Dental Patient Access Representative

Position: DENTAL PATIENT ACCESS REPRESENTATIVE

Reports to: Operations Manager

Department: Dental

Status: Full-time/Non-Exempt

Classification: Permanent

EEO Code:

DEPAUL COMMUNITY HEALTH CENTERS CORE VALUES:

• Service of the Poor – Employee demonstrates generosity of spirit, especially for persons most in need
• Reverence – Employee demonstrates respect and compassion for the dignity and diversity of life
• Integrity – Employee inspires trust through personal leadership
• Wisdom – Employee integrates excellence and stewardship into execution of job duties
• Creativity – Employee demonstrates courageous innovation
• Dedication – Employee affirms the hope and joy of the Daughters of Charity mission

GENERAL JOB DESCRIPTION

Under the supervision of the Operations Manager, the Patient Access Representative is responsible for patient reception, clinic appointment schedules, comprehensive handling of patient financial and demographic information, and the accurate completion of the appointment and entry of charges and payments.

DUTIES & RESPONSIBILITIES

• Answers the phone in a prompt, courteous and professional manner. Records messages when needed and relays them to the appropriate party. Reviews messages on the answering queue daily, returning calls as warranted.
• Schedules patients appropriately and accurately following guidelines as outlined in the standard operating procedures, collecting appropriate information needed.
• Telephones all patients scheduled two days ahead, reviews and confirms the appointment time, location, funding and eligibility. Documents in detail completion of the confirmation call. Advises the patient of co-pays, deductibles, and self-pay responsibilities. Prepares any/all paperwork needed for the visit.
• Maintains a short-call system as outlined in the standard operating procedures to assist those patients who wish to get in earlier.
• Greets patients upon arrival. Collects identification and insurance information, verifies and collects appropriate payments and co-payments. Assists patient with the completion of forms. Records all payments following department-approved guidelines and issues a receipt to the patient. Scans all documents into patient file and electronically notifies back office dental staff when patient is available for treatment. Informs emergency walk-in patients of departmental policy and informs appropriate staff of emergency patients waiting.
• Following completion of appointment, provides the patient with a copy of the treatment plan. Reviews proposed treatment, insurance coverage and additional costs with the patient. Scans a signed treatment plan into patient file.
• Collaborating with the clinical team, submits requests for pre-authorization for all procedures as needed, to include copies of needed information and x-rays required. Follows up each request in a timely manner and insures that all responses are scanned into the patient chart.
• Works with the Dental Assistants to log lab cases in and out, ensuring the patient is scheduled in a timely manner.
• Submits referral requests to insurance companies as appropriate or as directed by the dentists. Follows up with the patient for further treatment.
• Travels to all dental clinics as needed to assist during planned or unplanned staffing shortages.
• Performs general office assistance as requested.
• Maintains a professional and courteous demeanor at all times.
• Attends mandatory training, staff and safety meetings and participates appropriately.
• Performs other duties as assigned or requested.

PHYSICAL DEMANDS

Lifting, twisting, bending and prolonged sitting may be required. Travel between clinic sites will be required. Work under stressful conditions as well as extended hours may be required.

WORK ENVIRONMENT

Work is normally performed indoors but travel between sites may be in varying temperatures.

MINIMUM QUALIFICATIONS

High school or GED certificate

Customer Service Experience

Verbal and written communication skills.

High degree of confidentiality, integrity and professionalism.
 
 Ability to multi-task and set priorities in an ever-changing environment while maintaining a calm, professional environment.
 
 Demonstrate initiative and judgment in problem solving.

PREFERRED QUALIFICATIONS AND SKILLS

Previous Dental Office Experience

Dental Terminology