Patient Services Representative

About the role

The Patient Services Representative interacts extensively in-person, via telephone, and through email with patients, colleagues, the public, healthcare providers, and other Harvard Dental Center personnel. As a first point of contact, the position requires excellent customer service skills, broad-judgment, independent thinking, and problem solving. The Patient Services Representative will support the Harvard Dental Center with responsibilities of answering, screening and processing incoming calls, scheduling appointments, front desk functions including check-in and check-out, updating demographic, billing, and insurance information, payment collections and processing.

Responsibilities

• Answers, screens, and processes incoming calls and emails in a professional manner
• Directs patient access to the Harvard Dental Center by greeting, check-in and check-out, processing payments, registration, verification of demographic and fiscal information, and managing patient appointment scheduling
• Utilizes centralized scheduling system and software applications to schedule appointments
• Utilizes and adheres to HDC / HSDM guidelines and accurately updates patient's demographic and insurance data at the time of scheduling and check-in
• Collects and processes payments following HDC standards
• Inputs patient insurance and managed care plans, checks eligibility, and explains eligibility coverage
• Inputs medical dental history and ensures billing consent forms are signed in the electronic health records
• Utilizes and adheres to phone script, clinical decision trees, and scheduling criteria following HDC guidelines
• Uses independent knowledge within scope of knowledge and training to determine the type of appointment needed and urgency to schedule the patient to the appropriate provider or triage the call
• Monitors patients and visitors entering, waiting, and leaving the practice
• Facilitates timely flow and proactively solves flow issues (i.e., early or late patient, late provider, etc.)
• Acts as liaison between patient and practice staff to ensure optimal flow and service delivery
• Supports HDC in event of operational emergency following protocols
• Processes patient check out, schedules follow-up appointments or ensures follow up plan is in place making every reasonable effort to accommodate patient and provider needs
• Provides patient with any relevant educational materials as indicated
• Records and forwards accurate messages to providers and staff
• Triages calls and emails for urgent information or services to appropriate staff
• Responds to requests for information or assistance within scope of knowledge and authority
• Resolves and responds to provider and staff email requests in an efficient and professional manner
• Takes appropriate actions to diffuse challenging situations
• Seeks assistance from supervisor and others appropriately when confronted with unpredictable patient situations and or/behaviors
• In partnership with finance and billing operations, ensures insurance eligibility checks are complete, stays up-to-date on insurance eligibility and self-pay guidelines, refund processes
• Participates in training, education, and patient/customer experience assessments and improvement initiatives
• Attends team meetings and contributes in a positive manner, consistently focusing on constructive processes and quality improvement
• Provides PSR coverage at secondary site, as assigned
• Contributes to a culture of inclusivity and respect
• Performs other related duties as assigned or requested

Qualifications

Basic Qualifications:

• High School diploma or GED required
• 1-3 years related work experience required in a customer service role in a health care setting
• Ability to work on-site in a clinical setting
• Have demonstrated skills including active listening, problem solving, and the ability to remain calm in emotional or stressful situations
• Attention to detail, strong verbal communication, customer service and keyboarding skills
• Excellent interpersonal skills and the ability to work both independently and as a part of the team
• Ability to perform the essential functions of the position with or without reasonable accommodation
• Ability to successfully pass a comprehensive background check at hire

Additional Qualifications and Skills:

• Associate's degree
• Dental practice experience
• Knowledge of dental medical terminology

Working conditions

Work is performed on-site in a clinical setting. May require sitting, standing, and walking for extended periods of time.

Schedule

40 hours per week. This position has been determined by school or unit leaders that some of the duties and responsibilities can be effectively performed at a non-Harvard location. The work schedule and location will be set by the department at its discretion and based upon operational needs. When not working at a Harvard or Harvard-designated location, employees in hybrid positions must work in a Harvard registered state in compliance with the University's Policy on Employment Outside of Massachusetts. Additional details will be discussed during the interview process.

Benefits

• Generous paid time off including parental leave
• Medical, dental, and vision health insurance coverage starting on day one
• Retirement plans with university contributions
• Wellbeing and mental health resources
• Support for families and caregivers
• Professional development opportunities including tuition assistance and reimbursement
• Commuter benefits, discounts and campus perks