Dental Patient Service Representative

Patient Service Representative – Dental

Reports to: Director of Dental Services and Healthy Futures

Status: Non-Exempt (Hourly $19 - $25)

Job Purpose

The Dental Patient Service Representative (PSR) provides high-quality customer service to dental patients by managing scheduling, coordinating communication, and supporting patient navigation to Dental Care Coordinators. The PSR maintains a strong knowledge of dental appointment types, clinical workflows, and insurance basics to ensure accurate scheduling and a positive patient experience. At Heartland, we are a people-centered environment dedicated to providing exceptional care and service to our patients. This role requires the ability to manage stress and maintain composure in a fast-paced, sometimes high-pressure setting. This role will require the ability to handle difficult situations and calm distressed patients to ensure a safe and supportive atmosphere. A foundational understanding of medical or dental terms to effectively communicate with patients and healthcare professionals is highly preferred.

Duties and Responsibilities

• Patient Interaction & Experience:
• Answer incoming calls promptly and professionally.
• Address and resolve patient complaints or concerns promptly and professionally.
• Provide information about the health center's services, policies, and procedures.
• Facilitate communication between patients and clinical staff to ensure a smooth experience.
• Ensure that services are accessible to all patients.
• Use de-escalation techniques to manage and resolve conflicts calmly and professionally.
• May respond to crisis phone calls and will need to connect callers to crisis services.
• Handle patient inquiries and tasks promptly and efficiently to minimize wait times.
• Ensure that information provided to patients is accurate and complete.
• Appointment Scheduling:
• Schedule and confirm patient appointments, ensuring optimal utilization of the provider's template.
• Coordinate with clinical staff to accommodate urgent appointments, triage and walk-ins.
• Coordinate with clinical staff to ensure appointment availability and manage scheduling conflicts.
• Provide patients with pre-appointment instructions and information; this may include Patient Portal resources.
• Patient Records Management:
• Verify and update patient information in the EHR system accurately.
• Ensure all patient interactions are documented properly and confidentiality is maintained.
• Insurance and Billing:
• Verify patient insurance information and assist with pre-authorization when necessary.
• Inform patients about sliding fee scales, co-pays, deductibles, and other payment responsibilities.
• Assist patients with basic billing questions and connect with billing department to resolve any discrepancies.
• Communication:
• Use effective communication skills to understand and respond to patients' needs.
• Transfer calls to appropriate departments or personnel when necessary.
• Follow up with patients as needed to ensure their needs are met.
• Confidentiality & Patient Privacy:
• Adhere to the Health Insurance Portability and Accountability Act (HIPAA) regulations. By protecting patients' rights by maintaining confidentiality of personal and financial information.
• Limit access to patient information to authorized personnel only.
• Shred or securely dispose of documents containing patient information when they are no longer needed.
• Conduct conversations involving patient information in private areas where they cannot be overheard by unauthorized individuals.
• Verify the identity of callers before discussing patient information over the phone.
• Verify patient identity before sharing information or discussing their appointment information.
• Use secure channels for electronic communication of patient information (e.g., encrypted emails, secure messaging systems).
• When scheduling appointments, avoid sharing unnecessary details that could reveal sensitive information to bystanders.
• Handle patient complaints and issues with empathy and professionalism.
• Escalate complex issues to the supervisor or appropriate department for resolution.

Qualifications

• High school diploma or equivalent required; additional education or certification in healthcare administration or a related field preferred.
• Prior experience in a dental clinic or dental insurance setting.
• Previous experience in a healthcare setting or patient service role preferred.
• Previous experience in a call center, customer service, or healthcare setting preferred.
• Completion of Mental Health First Aid Certificate within 90 days of hire.
• Excellent interpersonal and communication skills.
• Excellent verbal communication and listening skills.
• Proficiency in using EHR systems and basic computer applications (e.g., MS Office, MS Teams).
• Strong organizational skills and attention to detail.
• Ability to handle sensitive and confidential information.
• Problem-solving skills and the ability to work under pressure.

Working Conditions

• Fast-paced call center environment.
• Extensive use of computers and telephones.
• Regular interaction with patients, medical staff, and insurance companies.
• This role may be exposed to infections and contagious diseases.
• This role is subject to interruptions.
• This role completes tasks that are performed in close physical proximity to other people.
• This role requires working indoors in environmentally controlled conditions.
• This role requires de-escalation skills.

Physical Requirements

• Sufficient visual acuity to be able to read and write and operate equipment common to this position.
• Ability to sit for extended periods.
• Manual dexterity to operate office equipment.
• Moves equipment weighing up to 25 pounds.
• Moves throughout the building to meet with employees, patients, or visitors.
• Must be able to remain in a stationary position during shift.
• Ability to read, write, and speak English.
• Frequent communication with patients about their experience at the health center. Must be able to exchange accurate information in these situations.
• Operate a computer and other office equipment, such as tablets, scanners, printers, and phones.
• Adhere to process protocol or procedures.

Details

• Hours M – F from 7:30 am – 7 pm as needed (average of 40 hours per week)
  • Hours are approximate and may be altered by supervisor(s) as needed
• Location: Heartland Community Health Center – 1312 W 6 th Street