Dental Patient Service Representative (PSR)

Open Door Health Services•Muncie, IN

23h•Onsite

About The Position

As a Dental Patient Service Representative (PSR) you will uphold our Mission, Vision, and Values. In this position you will support the front office by greeting patients, answering the telephone, triaging telephone calls, maintaining patient charts, verifying insurance, and scheduling appointments under the direction of the Practice Manager and Dental Provider. This role plays a critical part in maintaining accurate patient registration, insurance verification, and financial eligibility documentation to support timely patient access to dental care. Bilingual (English/Spanish) skills are preferred but not required. The ability to assist with basic interpretation for Spanish-speaking patients during scheduling, registration, and financial discussions is helpful in supporting patient access to care. The schedule for this role is Tuesday - Friday, 7:30a to 5p.

Requirements

High School diploma or GED equivalence required.
Skill in establishing and maintaining professional working relationships with patients, coworkers, and the public.
Ability to answer multiple phone lines in a timely manner.
Ability to manage high call volumes in a fast-paced clinic environment.
Ability to react calmly and effectively in emergency situations.
Ability to read, understand, and respond to detailed oral and written instructions.
Ability to communicate clearly with patients, providers, and coworkers.
Ability to comprehend and understand dental terminology.
Strong attention to detail and accurate documentation.
Clear and friendly telephone voice.
Frequent exposure to communicable diseases, toxic substances, medicinal preparations, and other conditions common to a clinic environment.
Tasks involve contact with blood or body substances.
Requires standing, walking, or sitting for long periods of time.
Occasional bending, stretching, or lifting up to 40 pounds.
Requires the ability to work in stressful situations.
Requires corrected vision and hearing within normal range or use of approved adaptive equipment.

Nice To Haves

Business college or technical school training preferred.
Experience in a dental care setting and/or healthcare office preferred.
Experience working in a community health center or Federally Qualified Health Center (FQHC) preferred.
Familiarity with Indiana Medicaid programs and Sliding Fee Scale (SFS) eligibility processes preferred.
Bilingual (English/Spanish) preferred but not required.

Responsibilities

Greet patients as they enter, check them in, and register new patients.
Answer multiple telephone lines in a timely and professional manner.
Schedule appointments for new and returning patients for the dentist and hygienist.
Provide interpretation assistance for Spanish-speaking patients when able to support communication regarding appointments, registration, and financial policies.
Comply with all agency policies and procedures concerning corporate compliance including privacy of protected health information.
Triage phone calls to the appropriate staff.
Scan all appropriate forms and maintain patient EMR.
Confirm patients’ appointments.
Verify insurance eligibility and submit pre-estimates and prior authorizations when required.
Maintain working knowledge of Indiana Medicaid programs and Managed Care Entities (MCEs) to ensure accurate insurance verification and patient eligibility.
Complete and document Sliding Fee Scale (SFS) applications, including verification of proof of income according to Open Door Health Services policies.
Set up referral appointments to specialists as directed by the dental provider.
Prepare NP packets and no-show letters.
Collect co-pays, pre-payments, and past due balances.
Document notes or patient communication in the patient chart when needed.
Determine appropriate discounts for self-pay patients according to Sliding Fee Scale guidelines.
Ensure accurate entry of patient demographics, insurance information, and financial eligibility documentation in the electronic health record.
Demonstrate accountability for assigned workflows and responsibilities while working collaboratively with clinical and administrative staff to maintain efficient clinic operations.
Possess understanding of an individual’s socio-economic status and lifestyle with respect for individual differences.
Handle patient and agency information in a confidential manner.