Patient Services Representative

General Statement of Duties

The Patient Services Representative interacts extensively in-person, via telephone, and through email with patients, colleagues, the public, healthcare providers, and other 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 Dental Center with responsibilities of answering, screening, and processing incoming calls, scheduling appointments, front desk functions including check-in and checkout, updating demographic, billing, and insurance information, payment collections, and processing.

Essential Responsibilities

• Answers, screens, and processes incoming calls and emails in a professional manner. Directs patient access to the 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.
• Maintains patient confidentiality.
• Provides PSR coverage at secondary site, as assigned.
• Contributes to the mission and vision of HSDM and models the School's core values in all facets of the work.
• Performs other related duties as assigned or requested.

Required 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.
• Must comply with state and clinic mandated health and vaccination requirements except in cases of approved reasonable accommodation for medical or religious purposes.
• 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 successfully pass a comprehensive background check at hire.

Additional Preferred Qualifications

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

Working Conditions

• Work is performed on-site in a fast-paced clinical setting. Remote work is not permissible.
• Incumbent is primarily assigned to one site, either Longwood or Cambridge, but may be assigned to the secondary site from time-to-time, as additional coverage is needed.
• Requires sitting, standing, and walking for extended periods of time.
• Requires utilizing office equipment such as computers and telephones.