Registration Desk Clerk I (Dental Center)

Job Title:                Registration Desk Clerk                                                     

Labor Grade:          3                                                                                            

Department:           Dental Center                                                                       

Reports To:            Supervisor, Clerical Staff                                   

FLSA Status:          Local 153 - Non-Exempt 

Summary: Under the supervision of the Clerical Supervisor, primary function is to be the front-line interface of the Dental Center to its patients. The Registration Desk Clerk will perform at a high level of efficiency and customer service to assist the patient in the entirety of the appointment process. Additional functions will include and not be limited to: scanning, data entry, and administrative tasks related to patient care and standard operations. The Registration Desk Clerk is cognizant of the philosophy, standards, objectives and policies of the Dental Center and the Funds.

Essential Duties and Responsibilities:

• Register Dental Center patients and the ability to qualify emergency patients using the Dental Center emergency patient guidelines
• Schedules initial, recall and treatment appointments, and reschedules appointments as necessary
• Checks patients in for their scheduled appointments, verifies patient’s demographics, quotes internal policies and benefits
• Assists patients with their benefit concerns and questions
• Perform monthly patient outreach by contacting members listed on the waitlist platform
• Verifies benefits eligibility and makes notes in the Dental Practice Management system
• Answers incoming calls related to appointments, vendor inquiries, current and future patient inquiries, and internal departmental inquiries
• Checks Delta Dental website and for claims history and frequency limitation for dental services being provided
• Confirms appointments for the next day as needed
• Assist patients with various administrative forms (HIPAA, Minor Consent, Records Release, Radiographs, Referrals, and Attendance, etc…)             
• Creates and maintains patient accounts in the Dental Practice Management System and any other required internal systems
• Assists with additional projects or initiatives, resulting from the day-to-day operations
• Releases patients from appointments as needed
• Assist in the release of patient records following an authorized request
• Scans and loads patient documents to their accounts in the Dental Practice Management system
• Utilizes resources available to troubleshoot daily clerical challenges in an efficient and effective manner
• Maintains detailed knowledge of dental benefits to provide plan participants with up to date plan and benefits information in English in Spanish
• Participate in any/all of the Dental Center improvements geared towards operational excellence
• Documents daily interactions in the Dental Practice Management system
• All other duties assigned by Clerical Supervisor or other supervisor/manager.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Technical Skills:

• Ability to prioritize work
• Ability to effectively communicate with both members and staff including proficient handling of difficult communication with irate people
• Ability to operate Electronic Dental Record and other telecommunication systems
• Strong ability to multi-task

Interpersonal Skills:

• High level of customer service orientation
• Strong organizational and oral interpersonal skills
• Excellent listening skills
• Ability to operate effectively in a fast-paced work environment
• Ability to maintain composure when dealing with irate people

Educational Requirements and/or Experience: High School Diploma, GED or equivalent experience. Employment experience with direct customer service exposure.

Language Skills: Proficiency in English and Spanish languages is a must

Reasoning Ability: Above Average

Certificates, Licenses, Registrations: None

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals to perform the essential functions.

• under 1/3 of the time: Standing, walking, climbing or balancing, stooping, kneeling, couching, or crawling
• ½ to 2./3 of time: Sitting, reaching with hands and arms
• Over 2/3 of time: Talking or listening
• 100% of the time: Using hands