Patient Service Representative – Dental

Job Responsibilities

• When opens and/or closes office ensures all steps per protocol are completed.
• Checks voicemails in the morning and throughout the day and returns calls in a timely manner.
• Handles telephone calls routing to appropriate person including answering inquiries relating to services, simple insurance questions, and screen emergencies per OCHC protocol.
• Answers telephone promptly and courteously.
• Schedules appointments per guidelines set forth by Provider/Clinic Manager, which includes scheduling per template and selecting correct appointment type.
• Checks patient in correctly by using Expanse “check in” updating patient address and phone numbers, patient contacts to include making sure if listed the communication preferences are “Yes”, insurance, and Guarantor as well as getting copy of insurance cards for EMR.
• Ensures all patient forms are current with signatures and if expired updates the forms to ensure signatures/date/time are completed as well as witnesses the forms correctly. (Hippa, portal, consent, dental consents, household income, cultural survey, prepare and sliding fee)
• Collects payments from patients for dental treatment to include; deductibles, co-insurances, self-pay or sliding fee and ensures charges are correct as well as old balances.
• Post payments in the correct drawer with correct amount, mneumonics and in the correct account.
• Balances cash drawer daily to ensure checks, cash and credit cards match daily Expanse and Payezzy reports before closing drawer with minimal mistakes.
• Attends patients on schedule in a timely fashion.
• Dismisses the patient and makes arrangements for return appointments and assists them with any questions or problems they have prior to leaving the clinic. Ensures patient does not have duplicate appointments or multiple appointments scheduled.
• Accurately creates override for all dental insurances/sliding fee scale.
• Verifies and prints insurance benefits to ensure patient has dental coverage and if they have co-insurance figure out estimated fee when a patient is worked in on the schedule.
• Ensures all facesheets are printed for the day, attaching all paperwork that needs to be filled out and dental insurance verification when needed.
• Calls patients to confirm dental appointments and marks in comments and on the schedule sheet if confirmed or left message with date/time/initials as well as amount due.
• Documents correctly in Expanse and Open Dental when a patient no-shows their appointment. Tries to call patient to reschedule appointment.
• Works on filling the schedule when patients call and cancel to ensure we have a full schedule as well as work in patient on our waiting list.
• Enters tasks correctly, checks to make sure there is only one task open for that patient, getting all relevant information, and routes to correct staff member.
• Checks workload throughout the day and finishes tasks that are addressed to you in a timely manner and completes it.
• Scans documents in correct bucket, correct level (record or account), correct patients chart and adds expirations date if required.
• Reschedules appointments when a change is made to the schedule in a timely manner and reports to clinic manager when completed.
• Makes uses of downtime by creating new patient packets, yearly forms for adult and children, portal denials and any other duties assigned.
• Collects all documents needed from the patient to apply for sliding fee and documents sliding fee applications has been turned in and ensures it get to billing.
• Any other duties assigned by Clinic Manager.