PSR - San Ysidro

San Ysidro Health•San Diego, CA

1d•$28 - $35•Hybrid

About The Position

Performs clerical duties to support the daily business activities of the department. Responsible for answering telephones, greeting patients, and processing patients in preparation for clinical visits. Applies the step-by-step AWAKEN process to consistently fulfill our patients’ needs and help the Dental Department maintain excellent Patient Satisfaction scores. AWAKEN stands for: Anticipate, Welcome, Appreciate, and Keep it real, Excellence and Never. This role involves verifying patient demographic and personal information, entering it into the appropriate EHR program, and verifying insurance benefits and eligibility using portals like Nextgen and Medi-Cal. The representative will schedule appointments, follow up on failed and cancelled appointments, and perform reminder calls or update text message statuses. They will also contact patients if their provider is unavailable and backfill open appointment slots. The position may require covering for the Patient Service Lead when they are on leave and performing related tasks. Communication regarding equipment and office maintenance is also a responsibility. Additionally, the role involves collecting patient payments, co-payments, and deductibles, generating receipts, processing credit card payments via a POS machine, balancing daily payments against EPIC reports, and delivering funds to the Lead. The representative will present treatment plan estimates, make financial arrangements with patients, generate and explain financial contracts, and submit them to the billing department. They will identify patient grievances, follow protocols for resolution or escalation, and follow up on unpaid accounts to ensure collection reports meet organizational expectations. The role requires staying updated on changes in Medi-Cal coverage for dental services, creating patient records, assisting patients with forms, organizing new patient charts, and scanning documents into the EHR system. Maintaining patient and employee privacy in compliance with HIPAA regulations is crucial. The representative will also ensure signatures are obtained on all reports and correspondence before filing charts and assist patients with record release forms.

Requirements

Minimum 1 year experience in a general office setting.
Bilingual required (English/Spanish).
Good oral and written communication.
Verbal ability for accurate and tactful explanations.
Typing of a minimum of 35 wpm.
Dental records filing and dental terminology.
Knowledge of Medi-Cal, Medicare, managed care plans, third party rules and regulations and insurance agreements.
Claims processing, and daily operations of dental office.
OSHA regulations and safety procedures.
Pre-employment requirements include I-9, physical, positive background and reference check results, complete application, new hire orientation, pre-employment PPDs.
Compliance with all mandated vaccinations and all boosters is a term and condition of employment.

Nice To Haves

Experience in a dental office setting preferred.
Experience with Dental Terminology, NextGen, Dentrix, EPIC and Windows Office systems preferred.

Responsibilities

Applies the step-by-step AWAKEN process to consistently fulfill our patients’ needs and help the Dental Department maintain excellent Patient Satisfaction scores.
Answers telephones, routes calls, takes messages and provides routine information to patients or staff.
Responds to all telephone inquiries in a timely and courteous manner.
Provides guidance and direction to visitors and patients.
Calls for transportation as necessary.
Verifies patient’s demographic and personal information and enters them in the appropriate EHR program.
Verifies insurance benefits and eligibility by using eligibility portal in Nextgen and Medi-Cal.
Schedules appointments by telephone and in person; follows up on failed and cancelled appointments.
Performs the 24 or 48-hour patient appointment reminder calls or updates status of text message calls into Dentrix.
Contacts patients if their provider is unavailable on any given day and documents any patient cancellations.
Calls patients to backfill any open appointment slots.
Covers for the Patient Service Lead when on leave and performs any task required from a Patient Services Lead.
Responsible to communicate equipment and office maintenance as needed.
Must collect patient payments, co-payments and deductibles and generate accurate receipts for dental services rendered.
Utilizes POS machine for Credit Card payment processing.
Collects all daily payments, balances against EPIC reports, processes the needed documentation and personally delivers fund to Lead.
Presents treatment plan estimate and makes financial arrangement with patient at time of consultation based on the patient’s insurance coverage.
Generates financial contracts, explains, and collects signatures from all private and sliding fee scale patients.
Processes all financial contracts and submits them to the billing department accordingly.
Effectively identifies patient grievances, follows established protocols to resolve or determines escalation level and need to refer to supervisors.
Performs follow up on unpaid accounts during the check-in or check out process to ensure collections report are within the organization’s expectations of 95% or above.
Keeps abreast of all changes via web and/or by leadership with regards to changes in Medi-Cal coverage for dental service.
Responsible for creating a patient record for all new patients.
If needed, responsible for assisting patients in the filling out of registration and Medical History forms.
Responsible for organizing new patient charts and ensures that all needed documents are signed by patient.
Responsible for sorting correspondence and referrals, etc. identify with label and scan into document center in EHR system.
Maintain privacy of all patients, employee and volunteer information and access such information only on a need-to-know basis for business purposes.
Comply with all HIPAA regulations regarding corporate integrity and security obligations.
Assures a signature on all reports, correspondence, referrals, etc. from the appropriate provider before filing the chart.
Assists patients in completing a record release/request form as needed.
Maintains an adequate inventory of forms, clerical supplies, and Xerox paper.
Maintains established departmental policies and procedures, objectives, quality assurance program, safety, environmental and infection control standards.
Participates in educational programs and in-services meetings.
Attends meetings as required.
Attends morning or afternoon huddles as directed by Manager.
Performs other related duties as assigned or requested.