Dental Member Services Coordinator I, 3050

Location: Native American Health Center (NAHC) 3050 International Blvd., Oakland, CA 94601

Work Hours: Full Time, 40 hours per week, 100 % FTE

Status: Union, Non‑Exempt

Position Summary

The Dental Member Service Coordinator I (DMSC I) is a member of a multi‑disciplinary team dedicated to delivering high‑quality member care, exceptional customer service, and aiding members in accessing dental services. DMSC I’s are assigned specific responsibilities that pertain to particular sites, programs, and departments, including data entry, maintaining logs, participating in meetings, assisting with audits, and providing support to other locations. The role engages with Electronic Health Records, Electronic Dental Records, and multiple texting platforms, while assisting members directly and managing the phone system. Responsibilities also include explaining treatment plans, discussing procedures, addressing concerns, and helping members understand costs and payment options. The position requires multitasking, a solid understanding of dental terminology, and participation in rotating Saturday clinics as designated by the Supervisor.

Duties and Responsibilities

• Establish and uphold a welcoming atmosphere with professional communication etiquette, greeting members politely in person and over the phone.
• Distribute, gather, and scan updated annual required forms; complete and scan mini and annual registrations into the EHR system for all members.
• Adhere to telephone management protocols: answer calls by the third ring, review voicemails every two hours, and return calls within 24 hours.
• Oversee, evaluate, and reply to all incoming communications (messages, emails, faxes) and forward them to appropriate recipients.
• Implement and follow scheduling practices and workflows; actively manage and “tetrise” appointments to maximize capacity and fill gaps.
• Execute robust confirmation‑call workflows accurately and completely.
• Maintain and update treatment‑specific waitlists daily; conduct in‑reach calls for recall appointments, targeted populations, and scheduling.
• Collect co‑payments and coinsurance, inform members of account balances, provide payment receipts, and post transactions to the member’s record immediately.
• Reconcile daily cash collections and cash drawer.
• Respond to member inquiries regarding treatment plans, financial responsibilities, insurance benefits, and account status when Member Services is unavailable.
• Arrange collection and delivery of dental lab cases, obtain signatures, and keep up‑to‑date records of pick‑ups and deliveries.
• Verify member insurance eligibility for all scheduled appointments at least two days in advance and promptly inform members of any coverage changes.
• Check in members for scheduled appointments, complete all dental workflows, and print necessary labels and forms.
• Create and review alerts and flags for member accounts concerning status, qualifying programs, service locations, treatment notes, and transfer of care.
• Collect and process “Release of Information” request forms, record requests for chart notes and radiograph copies, ensuring HIPAA compliance.
• Scan all dental forms into the electronic dental record (EDR) or Electronic Patient Management record (EPM) with accurate filing, dating, and labeling.
• Demonstrate understanding of safety policies and ensure safe patient practices.
• Follow protective protocols and ergonomic standards to maintain personal and colleague safety.
• Participate in internal quality‑improvement teams and drive initiatives aligned with organizational mission, laws, regulations, and accreditation standards.
• Maintain confidentiality of protected health information (PHI) and adhere to HIPAA policies; report any unauthorized disclosures immediately.
• Work well under pressure, meet multiple and competing deadlines, and demonstrate cooperative behavior with supervisors, colleagues, clients, and the community.
• Perform other duties as assigned by the Supervisor.