Patient Service Representative - Dental

Heartland Community Health Center-posted 3 days ago
$19 - $25/Yr
Full-time • Entry Level
Onsite • Lawrence, KS
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The Dental Patient Service Representative (PSR) provides high-quality customer service to dental patients by managing scheduling, coordinating communication, and supporting patient navigation to Dental Care Coordinators. The PSR maintains a strong knowledge of dental appointment types, clinical workflows, and insurance basics to ensure accurate scheduling and a positive patient experience. At Heartland, we are a people-centered environment dedicated to providing exceptional care and service to our patients. This role requires the ability to manage stress and maintain composure in a fast-paced, sometimes high-pressure setting. This role will require the ability to handle difficult situations and calm distressed patients to ensure a safe and supportive atmosphere. A foundational understanding of medical or dental terms to effectively communicate with patients and healthcare professionals is highly preferred.

  • Answer incoming calls promptly and professionally.
  • Address and resolve patient complaints or concerns promptly and professionally.
  • Provide information about the health center’s services, policies, and procedures.
  • Facilitate communication between patients and clinical staff to ensure a smooth experience.
  • Ensure that services are accessible to all patients.
  • Use de-escalation techniques to manage and resolve conflicts calmly and professionally.
  • May respond to crisis phone calls and will need to connect callers to crisis services.
  • Handle patient inquiries and tasks promptly and efficiently to minimize wait times.
  • Ensure that information provided to patients is accurate and complete.
  • Schedule and confirm patient appointments, ensuring optimal utilization of the provider’s template.
  • Coordinate with clinical staff to accommodate urgent appointments, triage and walk-ins.
  • Coordinate with clinical staff to ensure appointment availability and manage scheduling conflicts.
  • Provide patients with pre-appointment instructions and information; this may include Patient Portal resources.
  • Verify and update patient information in the EHR system accurately.
  • Ensure all patient interactions are documented properly and confidentiality is maintained.
  • Verify patient insurance information and assist with pre-authorization when necessary.
  • Inform patients about sliding fee scales, co-pays, deductibles, and other payment responsibilities.
  • Assist patients with basic billing questions and connect with billing department to resolve any discrepancies.
  • Use effective communication skills to understand and respond to patients’ needs.
  • Transfer calls to appropriate departments or personnel when necessary.
  • Follow up with patients as needed to ensure their needs are met.
  • Adhere to the Health Insurance Portability and Accountability Act (HIPAA) regulations.
  • By protecting patients’ rights by maintaining confidentiality of personal and financial information.
  • Limit access to patient information to authorized personnel only.
  • Shred or securely dispose of documents containing patient information when they are no longer needed.
  • Conduct conversations involving patient information in private areas where they cannot be overheard by unauthorized individuals.
  • Verify the identity of callers before discussing patient information over the phone.
  • Verify patient identity before sharing information or discussing their appointment information.
  • Use secure channels for electronic communication of patient information (e.g., encrypted emails, secure messaging systems).
  • When scheduling appointments, avoid sharing unnecessary details that could reveal sensitive information to bystanders.
  • Handle patient complaints and issues with empathy and professionalism.
  • Escalate complex issues to the supervisor or appropriate department for resolution.
  • High school diploma or equivalent required
  • Excellent interpersonal and communication skills.
  • Excellent verbal communication and listening skills.
  • Proficiency in using EHR systems and basic computer applications (e.g., MS Office, MS Teams).
  • Strong organizational skills and attention to detail.
  • Ability to handle sensitive and confidential information.
  • Problem-solving skills and the ability to work under pressure.
  • Sufficient visual acuity to be able to read and write and operate equipment common to this position.
  • Ability to sit for extended periods.
  • Manual dexterity to operate office equipment.
  • Moves equipment weighing up to 25 pounds.
  • Moves throughout the building to meet with employees, patients, or visitors.
  • Must be able to remain in a stationary position during shift.
  • Ability to read, write, and speak English.
  • Frequent communication with patients about their experience at the health center.
  • Must be able to exchange accurate information in these situations.
  • Operate a computer and other office equipment, such as tablets, scanners, printers, and phones.
  • Adhere to process protocol or procedures.
  • Additional education or certification in healthcare administration or a related field preferred.
  • Prior experience in a dental clinic or dental insurance setting.
  • Previous experience in a healthcare setting or patient service role preferred.
  • Previous experience in a call center, customer service, or healthcare setting preferred.
  • Completion of Mental Health First Aid Certificate within 90 days of hire.
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