Lead Patient Services Representative - Dental

About Us Community health is about more than just vaccines and checkups. It’s about giving people the resources they need to live their best lives. At Neighborhood, this is our vision. A community where everyone is healthy and happy. We’re with you every step of the way, with the care you need for each of life’s chapters. At Neighborhood, we are Better Together. As a private, non-profit 501(C) (3) community health organization, we serve over 500,000 medical, dental, and behavioral health visits from more than 90,000 people annually. We do this in pursuit of our mission to improve the health and happiness of the communities we serve by providing quality care to all, regardless of situation or circumstance. We have been doing this since 1969 and it is our employees that make this mission a reality. Regardless of the role, our team focuses on being compassionate, having integrity, being professional, always collaborating, and consistently going above and beyond. If that sounds like an organization you want to be a part of, we would love to have you! The Lead Patient Services Representative will maintain an efficient workflow in the clinic by assigning specific tasks to other Patient Services Representatives (PSR). This role will increase patient experience by incorporating resolved complaints into ongoing training for the team. Additionally, this role will assist with coaching, training, and development of the team. Responsibilities Provides functional direction to assigned PSRs, including scheduling assignments, coordinating workflows, and assigning prioritiesMaintains courteous relations with patients and staff, responds to appointments/front desk complaints and problemsActs as liaison between billing office and siteSupports and responds to questions from the team; provides one-on-one coaching, as neededTrains and orients new hires to standard protocols, policies, and procedures in the clinicAssists management with monitoring team performance and facilitate additional team training, as neededProvides department improvement recommendations to management, including policies, procedures, equipment, and functional guidelinesEngages with patients to schedule appointments and obtain relevant information to determine priority appointment scheduling needsNotifies patients of appointments, including appointment date/time; updates/confirms appointment changes for cancellations, and notifies patients of available alternate appointment dates/timesEnsures current providers/patients schedules are accurate; makes changes in accordance with authorized procedures and ensures distribution of next day schedules to designated areasProvides reception and registration for patient in designated areas, including appointment verifications, completed registration forms, contact and insurance verifications, and collection of co-pays/fees for current visit and any outstanding balancesPerforms check-out processes for patients leaving treatment areas by reviewing their encounter forms for disposition instructions; provides patient with treatment plan and cost, as neededManages cash control procedures of balancing total cash payments with encounters received to ensure accuracy, including verifying cash drawers are balancedProvides daily payment reports to accounting and cash receipts copies to billing departmentSupport the reception desk by screening and redirecting incoming calls to appropriate staff, taking and relaying messages, and providing general or procedural informationCollects and generates department work activity statistics at designated intervals following established proceduresCreates PSR schedule for the clinic each monthCompletes a monthly office supply inventory and orders office supplies, as neededPerforms administrative tasks for the clinic, such as opening and sorting mail, scheduling meetings, copying forms, assisting management with facilities reportsImpacts patient experience by demonstrating courteous and helpful behavior and a commitment to accuracyShare accountability for overall patient health outcomes by working in coordination with care TeamsOperates to instill confidence in our care and in our facilities to patients, fellow employees, and other stakeholders Customer Relations Responds promptly and with caring actions to patients and employeesMaintains courteous and professional working relationships with all levels of staff, clients, and the publicWorks with management to intervene in real-time to address patient concerns and complaints to sustain healthy customer relations Qualifications Education/Experience High school diploma/GED requiredTwo years’ patient services experience within medical and/or dental office requiredTwo years’ experience working with electronic medical records and multi-phone lines requiredBilingual (English/Spanish) highly preferred**Please note, you need to be part of the dental PSR team to qualify for this role.** Additional Qualifications(Knowledge, Skills And Abilities) Excellent verbal and written communication skills, including superior composition, typing and proofreading skillsAbility to interpret a variety of instructions in written, oral, diagram, or schedule formKnowledgeable about and experience with medical and/or dental terminologyAbility to perform administrative dutiesAbility to successfully manage multiple tasks simultaneouslyExcellent planning and organizational abilityAbility to work as part of a team as well as independentlyAbility to work with highly confidential information in a professional and ethical manner Physical Requirements Ability to lift/carry 5 lbs/weightAbility to stand for long periods of time Pay range: $24.95 to $34.93 per hour, depending on experience. Compensation Disclosure: The posted salary range reflects the designated pay grade for this position. While this range represents the broader classification of the role, actual compensation will be based on several factors, including but not limited to: the candidate’s overall knowledge, skills, and experience, market data and industry benchmarks, internal equity within the organization, Budgetary considerations and organizational needs. As a result, placement within the range is not guaranteed, and the full pay grade range may not be utilized.