Dental Access Rep III

Responsibilities

• Performs functions associated with patient information processing for dental visits.
• Completes the tasks of reception, registration, charge reconciliation, appointment scheduling, telephone encounter management, processing of referrals and pre-determination of benefits, and medical and dental insurance verification.
• Ensures patient satisfaction with information processing and reception service.
• Requires accuracy in order to generate a billable service for the provider.
• Responsible for functions being completed in an accurate, efficient, and customer-friendly manner.
• May act as a resource to new staff.

Essential Functions

• Collections patient demographic and financial information in an efficient, customer-oriented manner and asks specific questions of the patient to verify information accuracy to establish a billable account.
• Enters information into the electronic medical record and patient access and revenue cycle system.
• Requests patient e-mail address for confirmation purposes.
• Schedules new and return visits using the electronic medical record.
• Makes sure completion of all appropriate forms by patients, such as Medicare Secondary Payer assurance, provision of HIPAA information for new patients, requesting patient identification to verify identity.
• Schedules interpreters or outside services to meet patient’s needs.
• Follows up on missed appointments and cancellations. Completes any correspondence or forms involved with appointment scheduling.
• Prints After Visit Summary at check-out when appropriate, using 2 patient identifiers to ensure provision of the summary to the correct patient.
• Collects patient payments, prepares end-of-day deposits, and reconciles any discrepancies.
• Greets patients to initiate positive experience.
• Requests patient identification using two identifiers to verify the correct patient identifies healthcare provider to be seen, obtains signatures as needed, and identifies and assesses patients' special needs.
• Maintains cleanliness and order in the waiting room/lobby.
• Assesses the urgency of a situation and determines the appropriate routing for the patient, serves as a point person for handling complaints, and utilizes service recovery concepts.
• Answers phone in a timely and courteous manner.
• Manages incoming clinic calls and sorts calls to various providers. Coordinates outgoing calls related to the major functions.
• Provides information to patients to minimize the need to distribute the telephone call, forwards calls, pages providers, and takes messages.
• Processes all internal and external referrals, prioritizing referrals based on department policies.
• Employs tracking mechanism to ensure referral approvals and appointments are obtained promptly.
• Other duties as assigned.

Requirements

• High School diploma or equivalent and 1 year related work experience in an administrative office or customer service field required
• Or equivalent combination of education and experience

Knowledge, Skills And Abilities

• Demonstrated ability to word process documents and enter data into a database preferred
• Demonstrated skills related to achievement of customer satisfaction preferred
• Demonstrates the ICARE values to patient, families and staff preferred
• Ability to act as a resource to less experienced staff preferred
• Medical Terminology experience preferred