Dental Access Rep III

University of Rochester

4d•$19 - $26•Onsite

About The Position

As a community, the University of Rochester is defined by a deep commitment to Meliora - Ever Better. Embedded in that ideal are the values we share: equity, leadership, integrity, openness, respect, and accountability. Together, we will set the highest standards for how we treat each other to ensure our community is welcoming to all and is a place where all can thrive. This role performs functions associated with patient information processing for dental visits. It involves completing tasks of reception, registration, charge reconciliation, appointment scheduling, telephone encounter management, processing of referrals and pre-determination of benefits, and medical and dental insurance verification. The position assures patient satisfaction with information processing and reception service, requiring accuracy to generate a billable service for the provider. Responsibilities include performing functions in an accurate, efficient, and customer-friendly manner, potentially serving as a resource to new staff, monitoring personal performance, making complex decisions, and potentially training new or less experienced support staff.

Requirements

High School diploma required.
1 year of related work experience in an administrative office or customer service field required or an equivalent combination of education and experience.

Nice To Haves

Medical terminology experience preferred.
Demonstrated ability to word process documents and enter data into a database preferred.
Demonstrated skills related to achievement of customer satisfaction preferred.
Demonstrates the ICARE values to patient, families and staff preferred.
Ability to act as a resource to less experienced staff preferred.

Responsibilities

Greets patients to initiate positive experience, requests patient identification, assures use of two identifiers to verify the correct patient, identifies healthcare provider to be seen, obtains signatures as needed (e.g., for insurance forms), identifies and assesses patients' special needs (e.g., interpreters), monitors reception area to assure patient needs are met.
Updates patients regarding waiting time for the provider every 15 minutes.
Protects Personal Health Information (PHI) for patients as indicated by HIPAA regulations.
Assures cleanliness and order in the waiting room/lobby.
Assesses the urgency of a situation and determines the appropriate routing for the patient, serves as a focal point for handling complaints, utilizes service recovery concepts, serves as front-line problem solver.
Collects patient demographic and financial information in an efficient, customer-oriented manner, asks specific questions of patient to verify information accuracy in order to establish a billable account.
Enters information into the electronic medical record and patient access and revenue cycle system.
Requests patient e-mail address for confirmation purposes.
Assures completion of all appropriate forms by patients, such as, Medicare Secondary Payer assurance, provision of HIPAA information for new patients, requesting patient identification to verify identity.
Schedules new and return visits using the electronic medical record, monitors schedules and reports problems to Supervisor, pre-registers patients for next visit, coordinates appointments for ancillary testing or referrals to other clinic sites, follows-up missed appointments and cancellations, completes any correspondence or forms involved with appointment scheduling, schedules interpreters, schedules outside services to meet patient's needs (e.g., transportation), assures patient satisfaction with visit prior to discharge from the area.
Prints After Visit Summary at check-out when appropriate, uses 2 patient identifiers to assure provision of the summary to the correct patient.
Collect patient payments, prepare end of day deposits and reconcile any discrepancies.
Answers phone in a timely and courteous manner.
Manages incoming clinic calls, sorts calls to various providers.
Coordinates outgoing calls related to major functions above.
Provides information to patients in order to minimize the need to distribute the telephone call, forwards calls, pages providers, and takes messages.
Initiates insurance preauthorization, verification, and/or service authorization in advance of treatment through review of dental insurance benefits and requirements.
Maintains working knowledge of various insurance policies and regulations.
Processes all internal and external referrals, prioritizing referrals based on department policies.
Employs tracking mechanism to ensure referral approvals and appointments are obtained in a timely manner.