Patient Service Representative- Dental

About the Role

The primary purpose of this position is to greet and assist patients and visitors, manage incoming phone calls and messages, and provide information in a professional, courteous manner. The role ensures smooth patient registration, communication, and coordination within the dental or medical office.

Responsibilities

• Greet and register patients in a polite, prompt, helpful manner.
• Verify and update patient information per established patient registration procedures.
• Copy new/updated insurance cards and scan them into the electronic health record.
• Update insurance information during the check-in process.
• Verify eligibility of insurance and inform patients of payment/financial responsibilities.
• Collect co-payments and amounts due, as applicable; provide each patient a receipt.
• Notify the dental team through patient tracking systems when a patient is registered and waiting.
• Provide interpretation and translation services for staff and patients as needed (Bilingual PSR only).
• Schedule new and existing patients per approved medical and dental guidelines.
• Schedule routine exams, follow-ups, and procedures during check-out.
• Answer incoming telephone calls and direct them to the appropriate personnel.
• Follow proper phone etiquette and correctly identify oneself on all calls, per policy.
• Monitor and contact patients on recall or waitlists as appropriate.
• Comply with all company safety and health policies and procedures.
• Document dental triage calls including patient name, DOB, contact details, and symptoms; forward to the dental team via task system as needed.
• Maintain a clean and organized waiting area throughout the day.
• Assist medical front office and medical records staff as needed.
• Perform closing procedures: balance cash drawer and verify insurance forms at day’s end.
• Turn in collected co-payments, organize and prepare documents for filing.
• Power down monitors, copiers, and lights; secure the front entrance.
• Print the final daily schedule to confirm all registered and treated patients.
• Prepare daily reports for “no-show” patients and follow up per no-show policy.
• Adapt to changing situations and priorities.
• Perform additional duties as assigned.

Requirements

• High school education with additional specialized courses.
• Proficiency in English oral and written communication.
• Bilingual Assistants must also be proficient in Spanish (oral and written).
• Working knowledge of data processing equipment, computers (Excel, word processing), telephones, and typical office machines.
• Excellent customer service abilities.
• Current NC driver’s license for occasional outside travel.