Dental Member Services Coordinator I, Spanish & Non Spanish

NATIVE AMERICAN HEALTH CENTER INC • Oakland, CA

25d • $24 - $28 • Onsite

About The Position

The Dental Member Service Coordinator I (DMSC I) is a member of a multi-disciplinary team dedicated to delivering high quality member care, exceptional customer service and aiding members in accessing dental services. DMSC I’s are assigned specific responsibilities that pertain to particular sites, programs, and departments. These responsibilities may encompass data entry, maintaining logs, participating in meetings, assisting with audits, and providing support to other locations. The DMSCI will engage with various systems, including Electronic Health Records, Electronic Dental Records and multiple texting platforms, while assisting members directly and managing the phone system. The DMSC I will explain treatment plans, discuss procedures, address concerns, and help members understand costs and payment options. This position requires the ability to multitask and a solid understanding of dental terminology. This role requires participation in Saturday clinics, scheduled on a rotating basis, as designated by the Supervisor. The Native American Health Center is an accredited institution and adheres to the standards of excellence set forth by the Accreditation Association of Ambulatory Health Care (AAAHC) and the Commission of Dental Accreditation (CODA).

Requirements

• Proficiency in Microsoft Office Suite, along with the ability to type a minimum of 30 words per minute.
• Possess exceptional customer service abilities and have at least one year of experience working with the public.
• Must be able to provide TB and Physical clearance prior to starting date.
• Able to furnish Vaccination history prior to start date dependent on role.
• BLS/CPR certification must be obtained prior to start date and always kept current.

Nice To Haves

• An Associate’s degree or two years of experience in a role as a medical or dental receptionist or registrar.
• Experience with an electronic health or dental record system, as well as a practice management system is preferred.
• Must maintain a professional relationship and positive attitude with co-workers, the public, members and all NAHC staff.
• Must be able to work on Saturdays, as scheduled.
• Possess the ability to perform effectively in highly dynamic environments and in situations with a high-volume of activity, as well as the capability to manage multiple tasks simultaneously.
• Possess the capability to work autonomously while demonstrating sound judgement, and able to make decisions that are suitable within the scope of authority and practice.
• Always maintain the highest professional ethics

Responsibilities

• Responsible for establishing and upholding a welcoming atmosphere while adhering to professional communication etiquette. Welcoming all members in a polite, supportive and professional manner both over the phone and in person.
• Distribute, gather and scan the updated annual required forms, following the established workflows for completing and scanning both mini and annual registrations into the EHR system for all members. (i.e. registration forms, departmental policy and acknowledgement forms).
• Adhere to telephone management protocols by responding to phone calls by the third ring, reviewing voicemails every two hours, and returning calls within 24 hours.
• Oversee, evaluate, and reply to all incoming communications, including messages, emails and faxes. Receive and forward messages to relevant recipients (i.e. providers, manager).
• Responsible for implementing and accurately following scheduling practices and workflows. Actively managing and “tetrising” appointments to enhance appointment capacity and to occupy all appointment gaps.
• Execute all responsibilities associated with the robust confirmation call workflows, ensuring that all aspects of the workflow are completed effectively and accurately.
• Oversee, sustain, and update various treatment-specific waitlists daily.
• Conduct thorough in-reach calls for recall appointments, targeted populations and scheduling upon release of schedules.
• Responsible for collecting co-payments, coinsurance, informing members of account balances and providing payment receipts to members. Transactions are to be posted into the member’s record immediately and accurately. This task is crucial to maintaining the financial health of the dental department.
• Responsible for reconciling daily cash collections and cash drawer.
• Respond to member inquiries regarding their treatment plan. Occasionally, provide information about financial responsibilities, insurance, benefits, account status, if requested when Member Services is unavailable.
• Arrange for collection and delivery of dental lab cases, ensuring to keep an up-to-date record of pick-ups and deliveries by obtaining signatures from laboratory staff.
• Ensure that the eligibility of member insurance has been verified for all scheduled appointments at least two days in advance. Additionally, inform members promptly about any changes to their insurance coverage.
• Ensure that members are checked in for their scheduled appointments promptly and complete all dental workflows related to the member’s appointment, including printing of all labels for forms.
• Create and review alerts and flags for member accounts regarding account status, identification of qualifying programs, service locations, treatment related notes, member transfer of care status, etc.
• Collect the ‘Release of information’ request forms for members who are requesting release of records. Record requests promptly for chart notes and radiograph copies, ensuring compliance with HIPAA policies and procedures.
• Scan all dental forms into the members’ electronic dental record (EDR) or Electronic Patient Management record (EPM), accurately and with high attention to detail. Ensure that they are filed, dated and labeled according to the document tree.
• Member Care: Demonstrate understanding and apply working knowledge of safety policies and ensuring safe patient practices.
• Employee Safety: Safely performs all duties; follows required protective protocols to ensure personal safety as well the safety of others.
• Must maintain compliance with ergonomic safety standards; be mindful of posture and regularly practice ergonomic stretches.
• Quality Improvement: Actively participate in internal quality improvement teams and work with members proactively to drive quality improvement initiatives in accordance with the mission and strategic goals of the organization, federal and state laws and regulations, and accreditation standards, when assigned.
• HIPAA: Keep all protected health information (PHI) confidential and abide by HIPAA policies for the release and disclosure of any PHI. Will report unauthorized use of disclosure of PHI immediately, to supervisor or HIPAA security officer.
• Work well under pressure, meet multiple and often competing deadlines.
• At all times demonstrate cooperative behavior with supervisors, subordinates, colleagues, clients and the community.
• Other duties as assigned by Supervisor.

Benefits

• Native American Health Center (NAHC) considers our employees to be our most valuable resource and offers an excellent benefit package: competitive salaries, personal time off (PTO) or sick/vacation leave program, and an employer contribution 403(b) retirement plan to full-time regular status employees.
• We also provide medical, vision, dental, flexible spending, group term and voluntary life insurance coverage for employees and their dependents—with a percentage of employee contribution for dependent medical premiums.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 101-250 employees