Dental Front Desk Clerk

GENERAL DESCRIPTION OF POSITION:

Performs all duties which involve active interaction with the patient, over the phone or in person, in a manner which ensures the patient has a pleasant and satisfactory experience. All interaction with the patient is in adherence to the PCMH principles, policies, and procedures with a focus on customer relations. Serves as a member of the PCMH primary care team by providing excellent customer service, accurate and timely appointment information and working with the team to assure same day access is available for patients wanting to see their primary care provider and to assure continuity of care as their schedule allows. Follows SC policies and procedures that are essential in carrying out the patient health care plan.

Additional/extended hours on Saturday, with rotated schedule.

ESSENTIAL JOB FUNCTIONS: (with or without accommodations)

Patient Communication: Greets, welcomes and answers the questions of patients accessing the Clinic, via phone or in person, in a positive and professional manner. Assures communication with the patient is culturally and linguistically appropriate. When arriving a patient, acknowledges the questions as presented by the patient. Works with patients identified as having to complete a pre-visit summary while the patient waits. Processes incoming patient referrals for dental services. Answers inbound calls forwarded to the dental department on inquiries regarding appointments, billing or general information. If a phone call is not appointment related, will answer questions in a positive and professional tone and will route the call to the appropriate personnel, if necessary. When scheduling appointments, works with the patient to appropriately arrange appointments that meets the need of the patient. Makes arrangements for interpretation services, if needed. Reinforces to the patient the importance of keeping appointments or communicating changes to those appointments, and reminds them to bring all medications they are currently taking. Communicates patient's problem, complaint or any unresolved issues to the supervisor or designee.

Manages Appointments: Schedules patient appointments for the Dental department and records the appointments into computer. Assures all patient information in the computer is current, makes necessary changes and stresses to the patient the reasons why information must be current. Verifies providers' schedules are populated and maximized and addresses any discrepancies in the scheduling process. While exiting the patient, reminds the patient of the importance of keeping an appointment or cancelling an appointment. Initiates notes and phone notes to other personnel to alert information regarding a patient, as necessary. Calls to remind patients of their appointments and completes a pre-visit screening questionnaire. Follows up and reschedules no show appointments. Must maintain full schedules at all times for assigned providers. Mails appointment reminders, cancellations and appointment needed letters to patients.

Team Communication: Works closely with the clinical staff to ensure patients' needs are known. Actively participates in team huddles to assure maximum appointments, gaps in the day and opportunities for same day access. Approaches patient care as a team involving clinical and non-clinical staff, (e.g. Physicians, mid-levels, educators), to achieve patient care objectives. Assists other dental personnel as directed or needed. Assists with reports, as required. Attends trainings/meetings when requested.

Billing: Reviews patient encounter forms daily to verify charges and obtains proof of financial coverage. Completes all patient visits upon receiving the disposition slip from the nurse or patient. Screens patients for eligibility of state programs. Provides patients with registration information, when needed. Verifies insurance and sliding fee scale eligibility and enters into system, as needed. Receives and posts payments received on accounts for services rendered at the dental clinic and ensures account balances are current and accurate. Maintains a cash box and prepares a deposit closing report and submits report to the responsible party on a daily basis. Maintains weekly and monthly reports.

Demonstrates Safe Professional Conduct: Maintains a friendly and safe environment for self and others. Refrains from texting and speaking on cell phone while on duty. Attends work on a regular and predictable schedule in accordance with clinic leave policy. Performs other duties assigned. Refrains from informal communication with patients and others. Responsible for their own safety as well as the safety of others.

Position directly supervised: None