Dental Member Assistant (On-Call)

Kaiser Permanente • Longview, WA

122d

About The Position

Under the direct supervision of the Dental Office Manager/Dental Contact Center Supervisor, or their delegate, facilitate a timely and orderly process of serving the patient from appointment and provider scheduling to completion of office visit information. Assist other staff functions in support of members needs.

Requirements

• Six (6) months health care/dental care OR six (6) months cash handling and/or customer service experience in a high volume customer service environment.
• High School Diploma or General Education Development (GED) required.
• Excellent verbal and written English communication skills.
• Excellent organizational skills, flexibility and ability to switch tasks frequently.
• Professional telephone and patient reception manner.

Nice To Haves

• Two (2) years dental office experience.
• Dental office and computer skills.

Responsibilities

• Effectively communicate with members and other office employees.
• Provide and request information of other departments and external firms.
• Assist other staff members and providers as needed to ensure orderly and efficient patient care.
• Explain to patients how they can get various information, e.g., our Information Center, their benefits office, etc.
• Represent Kaiser Permanente in a positive manner.
• Receive patients during check-in and check-out process.
• Maintain current daily schedule.
• Document arrivals, cancellations, reschedules, etc.
• Instruct new patients to fill out Health Questionnaire and Personal Data Form.
• Verify personal data on Visit Slip.
• Update computer if personal data is incorrect.
• Determine, explain and collect all fees for services rendered in accord with the individual patients benefits, the Programs published fee schedule, and the cash handling policy.
• Check reception area periodically to assure prompt attention for all patients.
• Collect and review visit slips for proper completion and patients treatment status.
• Confirm future appointments.
• Enter all visit slip data into the computer regarding treatment that was done, what was paid, billed, or waived, and further treatment that is needed.
• Schedule patients appointments with providers.
• Schedule initial and return appointments according to established guidelines.
• Cancel and reschedule appointments as necessary.
• Answer staff questions regarding daily schedule.
• Relay pertinent information that may affect treatment or patient flow.
• Verify the printed schedule against the computer to double check for errors.
• Ensure all dental records are available according to updated printed schedule.
• Respond to chart requests made throughout the day.
• Screen requests for emergency schedules and appointments according to established guidelines.
• Notify auxiliary staff of emergency.
• Respond to OPD-requests and route them to appropriate personnel.
• Complete missing visit slip report.
• Ensure all visit slips are accounted for.
• Receive calls for office staff.
• Take and relay messages according to office policy.
• Assist in maintaining a clean and neat reception area and lounge.
• Check, bundle and return records to Dental Record Center.
• Complete a retained chart form for any charts held at facility.
• Balance cash drawer, complete bank deposit and perform other cash duties.
• In the event of an emergency, respond in accordance with established emergency guidelines.
• Answer Health Record Pull General Update (HPGU) and send charts to other clinics as necessary.
• Inventory business office supplies and forms.
• Perform other duties as assigned by the Dental Office Manager.
• Schedule patient appointments in the Dental Contact Center/Staff Scheduling Center.
• Maintain awareness of department performance targets and strive to continually meet them.
• Receive patient telephone calls and schedule initial and return appointments according to established guidelines and/or existing treatment plans.
• Confirm, cancel or reschedule appointments as requested.
• Screen requests for emergency care and schedule according to guidelines.
• Relay pertinent information regarding same day appointments to individual facilities according to established guidelines.
• Initiate chart requests for forwarding to providers, for urgent need patients.
• Maintain thorough knowledge of provider scheduling protocols.
• Respond helpfully to dental office staff regarding appointment schedules.
• Follows appropriate policies and procedures for use of time in work environment, including absenteeism and tardiness.
• Monitors and takes corrective action to prevent recurring absences.
• Returns promptly from breaks and schedules them in concert with co-workers to provide appropriate coverage of unit and client care activities.
• Consistently on time and ready to work at the start of shift as well as assignments completed at end of shift.
• Maintains confidentiality of all client and organizational records.
• Releases information according to established policy/procedure.
• Demonstrates a positive attitude while at the work site.
• Does not conduct personal conversations when members are waiting for service.
• Does not discuss other staff members, organization, or medical care in public areas.
• Identifies self by utilizing name tags and verbally introducing self by name, title and/or department.
• Addresses members by their proper titles and last name.
• Provides assistance to customers or connect customers to appropriate person when needed.
• Applies the same courtesy standards to customers on the telephone as in person.

What This Job Offers

• Industry: Ambulatory Health Care Services
• Education Level: High school or GED