Bilingual Dental Patient Service Representative

Performs clerical duties to support the daily business activities of the department.

Responsible for the following: answer telephones, greeting patients and processing patients in preparation for clinical visits.

Essential Functions

1. Applies the step-by-step AWAKEN process to consistently fulfill our patients’ needs and

help the Dental Department maintain excellent Patient Satisfaction scores. AWAKEN:

Anticipate, Welcome, Appreciate, and Keep it real, Excellence and Never.

2. Answers telephones, routes call, takes messages and provides routine information to patients

or staff. Responds to all telephone inquiries in a timely and courteous manner.

3. Provides guidance and direction to visitors and patients. Calls for transportation as

necessary.

4. Verifies patient’s demographic and personal information and enters them in the appropriate

EHR program.

5. Verifies insurance benefits and eligibility by using eligibility portal in Nextgen and Medi-

Cal.

6. Schedules appointments by telephone and in person; follows up on failed and cancelled

appointments. Performs the 24 or 48-hour patient appointment reminder calls or updates

status of text message calls into Dentrix. Contacts patients if their provider is unavailable on

any given day and documents any patient cancellations. Calls patients to backfill any open

appointment slots.

7. Covers for the Patient Service Lead when on leave and performs any task required from a Patient Services Lead.

8. Responsible to communicate equipment and office maintenance as needed.

9. Must collect patient payments, co-payments and deductibles and generate accurate receipts

for dental services rendered. Utilizes POS machine for Credit Card payment processing.

Collects all daily payments, balances against Dentrix reports, processes the needed

documentation and personally delivers fund to Lead.

10. Presents treatment plan estimate and makes financial arrangement with patient at time of

consultation based on the patient’s insurance coverage. Generates financial contracts,

explains, and collects signatures from all private and sliding fee scale patients. Processes all

financial contracts and submits them to the billing department accordingly.

11. Effectively identifies patient grievances, follows established protocols to resolve or

determines escalation level and need to refer to supervisors.

12. Performs follow up on unpaid accounts during the check-in or check out process to ensure

collections report are within the organization’s expectations of 95% or above.

13. Keeps abreast of all changes via web and/or by leadership with regards to changes in Medi-

Cal coverage for dental service.

14. Responsible for creating a patient record for all new patients.

15. If needed, responsible for assisting patients in the filling out of registration and Medical

History forms.

16. Responsible for organizing new patient charts and ensures that all needed documents are

signed by patient.

17. Responsible for sorting correspondence and referrals, etc. identify with label and scan into

document center in EHR system.

18. Maintain privacy of all patients, employee and volunteer information and access such

information only on a need-to-know basis for business purposes. Comply with all HIPAA

regulations regarding corporate integrity and security obligations.

19. Assures a signature on all reports, correspondence, referrals, etc. from the appropriate

provider before filing the chart.

20. Assists patients in completing a record release/request form as needed.

Other Responsibilities

1. Maintains an adequate inventory of forms, clerical supplies, and Xerox paper.

2. Maintains established departmental policies and procedures, objectives, quality assurance

program, safety, environmental and infection control standards.

3. Participates in educational programs and in-services meetings.

4. Attends meetings as required.

5. Attends morning or afternoon huddles as directed by Manager

6. Performs other related duties as assigned or requested.

Requirements

Education

Minimum High School or equivalent.

Experience

Minimum 1 year experience in a general office setting.

Preferred In a dental setting.

Equipment Used

Multi extension telephones. Personal computer, Printers, Fax, and POS Machine.

Technical Knowledge

Knowledge of Medi-Cal, Medicare, managed care plans, third party rules and regulations and insurance agreements. Claims processing, and daily operations of dental office, OSHA regulations and safety procedures.

Skills:

Bilingual (English/Spanish). Good oral and written communication. Experience with Dental Terminology, NextGen, Dentrix and Windows Officesystems preferred. Typing of a minimum of 35 wpm.

Dental records filing and dental terminology.

May be required to work some evenings and/or Saturdays.