Description

Job Summary

Works under the supervision of Dental Clinic Leaders and oversees the daily operations of assigned areas to ensure all customers are serviced promptly and information/documentation is complete and accurate.

Qualifications

Minimum Job Requirements

• Graduate of an accredited school of Dental Assisting or Expanded Duties Certified
• American Heart Association AED - must maintain active and in good standing throughout employment
• EFDA - Expanded Duties Certificaion required within 12 months of hire
• 2 years of dental experience required including reception, billing, and clinical experience
• 1-3 years Microsoft Office Applications (Excel, Power Point, and Word) experience required

Knowledge, Skills, and Abilities

• Bilingual English/Spanish preferred.
• Strong customer service, problem solving, critical thinking, time management, and conflict resolution skills.
• Applies knowledge of growth and development in patient and customer interactions and treatments.
• Effective verbal and written communication skills.
• Ability to positively influence, hold self, and others accountable.
• Ability to collaborate in a multidisciplinary team and lead a team to achieve business results.

• Excellent organizational skills.

Job Specific Duties

• Serves as the lead, subject matter expert, and first point of escalation for the customer service team. Assists staff in resolving issues and handles escalated cases requiring advanced understanding.

• Greets and provides assistance to all visitors, answers calls, provides information, keep families informed at all times, and completes assignments that will enhance overall patient satisfaction.
• Responds to customer service problems, concerns, and inquiries as soon as possible. Provides empathy while listening to concerns and reports pertinent information regarding leader consideration.
• Assists training and orientation of current and new staff in the department. Provides recommendation and direction on processes and procedures.
• Explains managed care contract language, governmental regulations, and the contract reimbursement matrix when resolving issues on accounts.
• Informs staff of any changes that affect their day to day process to ensure complete communication within the department and avoid any errors.
• Collaborates with Department Leaders and others to improve efficiencies and achieve the overall goals of the department.
• Communicates routinely with referring sources and ancillary staff to ensure timely processing of patients.
• Ensures all documentation including insurance identification, personal identification, prescriptions, referrals, and medical clearances are obtained as required.
• Implements and monitors policies and procedures to ensure compliance and effectiveness with Leader approval.
• Monitors the overall process for efficient processing of patients. Formulates improvements process as necessary and advises Leaders of any changes.
• Processes patient pre/registration according to guidelines based upon the outpatient services to be delivered.
• Schedules adequate staff coverage for the area based on projected patient load. Responds to staff phone calls and assists with questions/issues as well as covers for any shifts.
• Assigns confirmation of clinic appointments the day before the visit.
• Assists with inventory of clerical supplies.
• Maintains the waiting area (lobby) appearance. Calls housekeeping staff when necessary.
• Disposes of any documents with patient information appropriately.

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