Dental Access Rep III

University of Rochester•Rochester, NY

9d•Onsite

About The Position

Performs patient information processing functions for dental visits, including reception, registration, charge reconciliation, appointment scheduling, telephone encounter management, referrals, benefit predetermination, and medical and dental insurance verification. Ensures information processing and reception services are accurate, efficient, and customer-friendly, supporting patient satisfaction and billable services for providers. May act as a resource to new staff. The role collects and verifies patient demographic and financial information, enters information into electronic medical and revenue-cycle systems, obtains required forms and identification, schedules and coordinates appointments and related services, follows up on missed visits, and supports patients through check-in and discharge. It also handles patient payments and deposit reconciliation; monitors the reception area; protects personal health information; responds to calls and complaints; and initiates insurance authorization and referral processes. Other duties may be assigned.

Requirements

High school diploma or equivalent and one year of related work experience in an administrative office or customer service field, or an equivalent combination of education and experience.
Ability to word-process documents and enter data into a database (preferred).
Skills related to achieving customer satisfaction (preferred).
Demonstrates ICARE values with patients, families, and staff (preferred).
Ability to act as a resource to less experienced staff (preferred).
Medical terminology experience (preferred).

Nice To Haves

Ability to word-process documents and enter data into a database.
Skills related to achieving customer satisfaction.
Demonstrates ICARE values with patients, families, and staff.
Ability to act as a resource to less experienced staff.
Medical terminology experience.

Responsibilities

Collect and verify patient demographic and financial information and establish billable accounts.
Enter patient information into the electronic medical record and patient access and revenue-cycle systems.
Request patient email addresses, ensure completion of required forms, provide HIPAA information to new patients, and request identification to verify identity.
Schedule new and return visits, monitor schedules, report problems to leadership, pre-register patients, coordinate ancillary testing and referrals, and follow up on missed appointments and cancellations.
Complete correspondence and forms related to appointment scheduling and arrange interpreters or outside services as needed.
Ensure patient satisfaction before discharge and print After Visit Summaries when appropriate, verifying the patient's identity with two identifiers.
Collect patient payments, prepare end-of-day deposits, and reconcile discrepancies.
Greet patients, verify identity and provider information, obtain signatures, identify special needs, and monitor the reception area.
Update patients about provider waiting times every 15 minutes and maintain a clean, orderly waiting room or lobby.
Protect patients' personal health information in accordance with HIPAA regulations.
Assess urgency and route patients appropriately, handle complaints, and use service recovery concepts.
Answer and manage incoming clinic calls, route calls to providers, coordinate outgoing calls, provide information, forward calls, page providers, and take messages.
Initiate insurance preauthorization, verification, and service authorization before treatment by reviewing dental insurance benefits and requirements.
Maintain working knowledge of insurance policies and regulations.
Process internal and external referrals, prioritize them according to department policies, and track approvals and appointments.
May act as a resource to new staff.
Perform other duties as assigned.