Dental - Customer Service - Patient Access Rep

Dental front desk experience preferred medical reception experience helpful too!

Job Responsibilities:

Essential Functions

1. Applies the stepbystep AWAKEN process to consistently fulfill our patients needs and help the Dental Department maintain excellent Patient Satisfaction scores. AWAKEN: Anticipate Welcome Appreciate and Keep it real Excellence and Never.
2. Answers telephones routes call takes messages and provides routine information to patients or staff. Responds to all telephone inquiries in a timely and courteous manner.
3. Provides guidance and direction to visitors and patients. Calls for transportation as necessary.
4. Verifies patients demographic and personal information and enters them in the appropriate EHR program.
5. Verifies insurance benefits and eligibility by using eligibility portal in Nextgen and Medi Cal.
6. Schedules appointments by telephone and in person; follows up on failed and cancelled appointments. Performs the 24 or 48hour patient appointment reminder calls or updates status of text message calls into Dentrix. Contacts patients if their provider is unavailable on any given day and documents any patient cancellations. Calls patients to backfill any open appointment slots.
7. Covers for the Patient Service Lead when on leave and performs any task required from a Patient Services Lead.
8. Responsible to communicate equipment and office maintenance as needed.
9. Must collect patient payments copayments and deductibles and generate accurate receipts for dental services rendered. Utilizes POS machine for Credit Card payment processing. Collects all daily payments balances against Dentrix reports processes the needed documentation and personally delivers fund to Lead.
10. Presents treatment plan estimate and makes financial arrangement with patient at time of consultation based on the patients insurance coverage. Generates financial contracts explains and collects signatures from all private and sliding fee scale patients. Processes all financial contracts and submits them to the billing department accordingly.
11. Effectively identifies patient grievances follows established protocols to resolve or determines escalation level and need to refer to supervisors.
12. Performs follow up on unpaid accounts during the checkin or check out process to ensure collections report are within the organizations expectations of 95% or above.
13. Keeps abreast of all changes via web and/or by leadership with regards to changes in Medi Cal coverage for dental service.
14. Responsible for creating a patient record for all new patients.
15. If needed responsible for assisting patients in the filling out of registration and Medical History forms.
16. Responsible for organizing new patient charts and ensures that all needed documents are signed by patient.
17. Responsible for sorting correspondence and referrals etc. identify with label and scan into document center in EHR system.
18. Maintain privacy of all patients employee and volunteer information and access such information only on a needtoknow basis for business purposes. Comply with all HIPAA regulations regarding corporate integrity and security obligations.
19. Assures a signature on all reports correspondence referrals etc. from the appropriate provider before filing the chart.
20. Assists patients in completing a record release/request form as needed.