Patient Service Representative - Dental
About The Position
The Patient Service Representative (PSR) provides friendly, caring, courteous, and professional service to patients and customers. The PSR advocates for patients by reviewing program eligibility requirements, verifying and updating insurance information, and collecting payments when applicable. This is a regular, full-time, non-exempt position reporting to the Business Operations Manager, Dental. The schedule is Monday through Friday, and the position is onsite; the employee may be assigned to either of IHC’s two locations. Travel and driving are not required. The position has no supervisory responsibilities. Indian Health Council, Inc. (IHC) provides healthcare and support services to nine Federally recognized American Indian tribes in north San Diego County. Its services include medical, dental, behavioral health, pharmacy, and social services. IHC describes its care philosophy as treating the whole person across physical, mental, emotional, and spiritual aspects of health and wellbeing. The work is performed in an indoor office environment. The position regularly requires sitting, using hands to finger, handle, or feel, reaching with hands and arms, and talking or hearing. Required vision abilities include close and peripheral vision and the ability to adjust focus. Employees must protect patient, employee, and volunteer information, follow safety and infection-control procedures, and participate in quality improvement activities. Indian Preference applies in accordance with IHC policies and procedures.
Requirements
- High school diploma or GED.
- At least two years of experience in a dental office or a fast-paced, highly interactive healthcare customer-service environment.
- Self-motivation and the ability to exceed patient expectations.
- Excellent organizational skills and the ability to handle multiple tasks effectively.
- Flexibility to support change and varying schedules as necessary.
- Excellent interpersonal communication skills.
- Proficiency with Microsoft Office 365, including Word, Excel, PowerPoint, Outlook email and calendar management, Teams, and SharePoint.
- Current AED/CPR certification or ability to attain it within six months of hire.
- Successfully pass a pre-employment physical exam, tuberculin skin test or x-ray, urine drug screen including marijuana, and criminal background check.
- Health adequate to perform all duties of the position.
- Maintain patient, employee, and volunteer privacy and follow applicable safety, infection-control, and compliance procedures.
Nice To Haves
- Dental experience with appointment scheduling and insurance verification is preferred.
- Experience with electronic health records software; Epic is preferred.
- Experience using Paycom and PolicyTech systems.
Responsibilities
- Greet patients and visitors promptly, courteously, and helpfully, emphasizing customer service.
- Answer telephone calls, assess urgency, assist callers or direct them to the appropriate person, and take messages for dental providers and back-office staff as needed.
- Schedule dental appointments, resolve scheduling conflicts, notify patients of changes or cancellations, and prioritize appointments for rescheduling based on urgency.
- Work the report for daily scheduled appointments.
- Update required patient information in the Practice Management System to keep patient records complete and current.
- Verify third-party coverage and insurance and enter information into the Practice Management System.
- Verify and update patient addresses and phone numbers during each patient interaction.
- Distribute registration packets, collect and review intake forms for completeness and accuracy, and assist patients with completing forms.
- Check patients in using the current check-in process.
- Serve as a liaison to department personnel on patient registration procedures.
- Assist patients and dentists with general insurance and benefits-coverage questions to the best of the employee’s knowledge.
- Accept and process insurance copayments.
- Respond promptly and with care to patients and employees, maintain professional working relationships, and cooperate with the team toward organizational goals.
- Participate in quality improvement activities and provide age-appropriate care based on knowledge of normal signs of human development.
- Follow safety practices, report unsafe conditions, use appropriate body mechanics, and follow infection-control and blood-borne pathogen protocols.
- Protect confidential information, access it only as needed for business purposes, comply with corporate integrity and security regulations, and report unethical, fraudulent, or unlawful activity.
Benefits
- PPO medical, dental, and vision insurance with low employee contribution
- Company-paid life and disability insurance
- Malpractice coverage for providers
- 403B retirement plan with company matching
- Generous paid time off and sick time
- 14 paid holidays
- Paid jury service
- Paid bereavement leave
- Reimbursement for professional licenses, certifications such as CPR, and continuing education units
- Facility qualifies as a high-need area for provider California State and Federal Loan Repayment Programs
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
