Patient Services Representative

Patient Services Representative

Position Summary:

Heartland Dental is continuously building a talent pipeline for the Patient Services Inbound Representative (PSR) role. All hiring classes for this position will be selected through this posting. By applying, you will be considered for future PSR opportunities as they become available. Applications are reviewed on a rolling basis, and candidates may be contacted for interviews and assessments in the order in which they apply.

Heartland Dental is looking for you! As a leading dental support organization, Heartland Dental is experiencing phenomenal growth and needs individuals like you to join our team. Come experience an exciting dental career providing non-clinical support to a network of offices nationwide. Pay range for the remote position is $16/hour Remote employment requires a consistent home internet connection with average speeds of 15 mbps Download and 10 mbps Upload. Please visit speedtest.net to check the speeds of your current internet connection, wired connections plugged directly into your router will provide best results. Our system is compatible with cable, broadband, and fiber internet providers only. Satellite, wireless, mobile data, and line-of-sight providers are not compatible.

Why Heartland Dental?

Heartland Dental believes that to provide exceptional lifetime care for our patients, we must hire and grow team members who will support the business needs of each supported dental office and foster a strong team building culture. As a Patient Services Inbound Representative, you'll work in an environment that encourages learning, team cohesion, and puts patients first. As a Patient Services Inbound Representative, you'll be a valued member of the Patient Services Center team. This hard-working and motivated position will provide inbound phone coverage for multiple dental offices with the goal of accurately scheduling patients within guidelines and routing clinical and billing inquiries to appropriate clinical or administrative pools. At Heartland Dental, our goal is to hire and grow team members who will support the business needs of each supported dental office and foster a strong culture of camaraderie and support. This is where patients come first, and continuous learning is encouraged!

Who is Heartland Dental?

Heartland Dental is the nation's largest dental support organization, providing non-clinical administrative support services to more than 3,000 supported doctors across 39 states and the District of Columbia in over 1,800 dental offices. Each Heartland Dental supported office is unique to the community and the patients they serve. Supported doctors are the leaders of their practice and retain clinical autonomy. All Heartland Dental supported Doctors are united by a common goal: delivering the highest quality dental care and experiences to the communities they serve.

Below is an overview of the duties and responsibilities you would take on in this role:

• Assesses the patient's need and respond with critical judgment that ensures the appropriate resolution to provide exceptional customer service.
• Quickly builds rapport and maintains positive demeanor with patients and supported dental office team members.
• Ability to demonstrate strong verbal and written communication skills when interacting with patients.
• Exhibits sensitivity to patient health information and protects confidentiality. Maintains privacy at all times for patient and employee information.
• Adheres to service specialized workflows for multiple offices. Follows protocols built in the software, navigating quickly between multiple computer systems with dual monitors, and documented practices scheduling requirements.
• Ability to reach and maintain individual performance metrics while also supporting department metrics, including handling, and documenting 90 patient interactions a day
• Promotes a positive and productive environment, supporting teamwork and communication.

What You'll Gain

• Competitive benefits including health insurance and retirement savings plans, seven paid holidays, and PTO (paid time off)
• Potential for personal and company performance bonuses, referral bonus, voluntary overtime, and semi-annual pay increases.
• Team-focused, uplifting, and educational work culture to provide you the opportunity to develop your full potential and be a true business partner to our supported Doctors
• Access to an expansive network of mentors and networking opportunities
• Top quality technology to assist in your daily responsibilities to allow for more efficiencies to deliver exceptional patient care

Minimum Requirements:

• High School Diploma or equivalent required.
• Ability to multi-task
• Proficient keyboarding and computer skills.
• Excellent communication and outstanding customer service.
• Strong listening skills.
• Critical thinking, sound judgment, and strong problem-solving skills essential.
• Strong attention to detail and accuracy required.
• Must be team-oriented, open minded, flexible, and willing to learn.
• Attendance and punctuality are essential.
• The position will have access to minimum PHI necessary for performing job-related functions; regular HIPAA training, aligning with the specific role and responsibilities, will be required; and the individual will need to protect PHI and maintain data safeguards.

Technology Requirements:

• Reliable, high-speed internet access to ensure seamless communication with patients and colleagues.
• Successful candidates will be required to pass a high-speed internet test.
• Remote employment requires a consistent home internet connection with average speeds of 15 mbps Download and 10 mbps Upload. Please visit speedtest.net to check the speeds of your current internet connection, wired connections plugged directly into your router will provide best results. Our system is compatible with cable, broadband, and fiber internet providers only. Satellite, wireless, mobile data, and line-of-sight providers are not compatible.

Preferred Experience:

• Dental or medical background
• Contact center work experience
• Experience in sales or metric-driven performance environment
• Dentrix or other dental software experience
• Bilingual skills

Physical Requirements:

• Ability to perform essential duties satisfactorily with or without reasonable accommodation. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties of the position
• Prolonged periods sitting at a desk and working on a computer
• Must be able to lift up to 15 pounds at a time.
• Availability to attend virtual training sessions periodically throughout the year.

At Heartland Dental, we're committed to living our core values which promote diversity and inclusion.

We provide all employees and applicants for employment the protections of federal, state, and local laws affording equal opportunity in employment.