Dental Patient Services Representative

Dental Patient Service Representative

The Dental Patient Service Representative serves as a primary point of contact for patients and visitors, ensuring accurate collection and maintenance of patient information, efficient scheduling and communication, and coordination of services across medical, dental, behavioral health, and community resource programs. This position works closely with healthcare professionals and plays a key role in supporting patient experience, continuity of care, and operational effectiveness.

The Dental Patient Service Representative participates in professional development through departmental meetings, workshops, in-services, and training programs as required.

Essential Duties

Customer Service

• Greet patients and visitors, answer questions, and direct them to appropriate departments or services.
• Check patients in and out efficiently and accurately.
• Provide professional customer service to ensure operational efficiency and a positive patient experience.
• Handle patient concerns and complaints and seek appropriate resolution.
• Assist patients in completing required paper and electronic forms accurately.

Call Management and Communication

• Answer incoming telephone calls in a fast-paced call center environment.
• Utilize triage protocols to provide first-call resolution whenever possible and determine when inquiries should be routed to clinical staff.
• Record incoming and outgoing telephone calls and messages in the electronic health record (EHR).
• Receive, route, and track messages, documents, and requests to appropriate staff.
• Monitor electronic communications, appointment confirmations, and online forms submitted by patients and ensure timely processing.

Scheduling and Care Coordination

• Schedule, cancel, and reschedule appointments according to departmental workflows and clinical protocols using NextGen scheduling.
• Manage provider schedules to achieve optimal utilization, reduce wait times, and minimize no-shows.
• Monitor appointment confirmations and proactively contact patients regarding upcoming appointments, major procedures, pre-medication requirements, or other special instructions.
• Ensure missed and canceled appointments are documented and managed according to organizational policy.
• Participate in referral coordination activities, including internal and external referrals.
• Support integration and coordination of medical, dental, behavioral health, and community resource services.
• Participate in team huddles and other care coordination activities as needed.

Insurance Verification and Financial Responsibilities

• Verify patient insurance eligibility and benefits.
• Determine allowable services and assist with obtaining required authorizations as appropriate.
• Generate and provide Good Faith Estimates for anticipated services.
• Collect co-pays, outstanding balances, and other payments from patients.
• Prepare, balance, and reconcile daily financial registers and transactions.
• Educate patients regarding Sliding Fee Discount Programs and other available financial assistance programs.

Health Information and Documentation

• Organize, maintain, and protect health information in both paper and electronic formats.
• Scan, import, file, retrieve, and release records and documents in compliance with organizational policies and applicable regulations.
• Review documents for completeness, accuracy, and compliance.
• Maintain accurate demographic, insurance, and other patient information in the practice management system to ensure data integrity.
• Enter and update patient-related information and applicable clinical or diagnostic data within the EHR.
• Release patient information only as authorized and in accordance with organizational policies and HIPAA requirements.

Operational Support and Reporting

• Complete administrative reports and appointment preparation activities to support upcoming patient visits.
• Collaborate with providers, billing, front desk staff, and other departments to ensure efficient workflows and maximize revenue cycle effectiveness.
• Assist in maintaining accurate scheduling, documentation, collections, referrals, and claims-related processes.
• Support organizational efforts to improve patient engagement and access to care.
• Perform other duties as assigned to meet business needs.

Compliance and Professional Responsibilities

• Maintain strict confidentiality in all matters.
• Operate within the scope of the Health Insurance Portability and Accountability Act (HIPAA) to safeguard protected health information.
• Enliven and support the mission, vision, and values of Wood River Health.
• Adhere to organizational policies, procedures, and Compliance Program Standards.
• Participate in required departmental and organizational education and training programs.

Education and Experience:

• High School Diploma or equivalent.
• One to two years of customer service experience, preferred
• One year of medical, dental, or healthcare office experience, preferred
• Electronic Health Record (EHR) or Electronic Dental Record (EDR) experience, preferred
• Knowledge of medical and/or dental terminology, preferred
• Experience with patient scheduling, insurance verification, and health information management, preferred
• Ability to effectively use MS Office Suite, Internet, and email
• Cultural sensitivity necessary to work with a diverse patient and staff population

Work Arrangement:

This position works in a hybrid environment consisting of both on-site and remote work, based on departmental requirements. Works a rotating schedule as needed. Must be able and willing to work at the Hope Valley, Westerly, and Block Island dental locations as business needs require. Work assignments may be scheduled at either site on a temporary, regular, or rotating basis.

Wood River Health is an Equal Opportunity Employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation and gender identity), national origin, age, disability, genetic information, protected veteran status, or any other characteristic protected by federal law.