Dental Front Desk Representative

Job Summary

The position is responsible for answering phone calls for Capital Area Health Network, especially the Dental Department, scheduling appointments, leaving messages for providers and other staff members, responding to general inquiries, providing solutions to callers’ questions and concerns.

Essential Functions

• Answer phones and respond to inquiries regarding appointment scheduling and general questions while providing satisfactory customer service.
• Provide effective and courteous communication with patients to understand their needs and purpose of visit with a high level of professionalism and human relations skills.
• Educate patients on the importance of follow up appointments and schedule appointments that support office flow and function.
• Collect information from patients and enter data into their electronic health record, constantly updating changes that may occur over time. Always maintain HIPAA and client confidentiality.
• Facilitate effective communication between patients, providers, and staff. Interact positively with a diverse patient population.
• Demonstrate knowledge of skills necessary to meet the patient’s physical, educational, and safety needs.
• Perform other administrative duties and related tasks as assigned by the management team and staff.
• Develop, implement, project, and maintain a professional company image through phone interaction.

Records Keeping

• Develop, organize, file, and maintain general records.
• Complete call notes and document all communications with patients promptly.
• Alert supervisor of any trends in patient calls.
• Identify, research, and resolve patient issues using the necessary computer system and escalate as needed per chain of command.
• Develop, organize, maintain, complete all call logs and reports.
• Accurately obtain identification data, insurance, and income information, etc. and maintain current records in the EHR (Dentrix Enterprise).
• Confirm appointments 1 week and 10 days from office visit.
• Cooky transportation for respective patients.
• Monitor assigned voicemails and messages to the appropriate party.

Knowledge, Skills, Abilities And Other Characteristics

• Excellent communication skills (written and oral)
• Attention to detail
• Possesses physical strength necessary to lift mail bins, boxes, and related items
• Ability to plan and organize work
• Operate office equipment and basic computer skills
• Knowledge of dental terminology, procedures, insurance, and diagnosis
• Knowledge of computer skills including ability to use computer for scheduling, word documents, and reasonable keyboard skills
• Problem solving
• Detail-oriented
• Proactiveness
• Multi-task
• Motivation
• People skills
• Punctual
• Commitment

Education And Experiences

• High School diploma and/or GED required; minimum of two years' experience required in medical office environment as a dental assistant or front desk representative, or any equivalent combination of education, training, and experience which provides the required knowledge and abilities.
• Basic office skills: typing, faxing, scanning, and telephone etiquette
• Preferred experience and proficiency in Dentrix

Qualifications

• To perform this job successfully, the employee must be able to perform each essential function, as well as the physical and mental requirements satisfactorily.
• The requirements listed above are representative of the knowledge, skills, abilities and other characteristics required.