Dental Clerk

Job Title: Dental Clerk

Job Code: DENCLERK

Department: Dental

Division: Operations

Salary Level: Non-Exempt 4

Reports to: Dental Clinic Manager

Last Revised: August 2024

Primary Function

The Dental Clerk works under the direction and supervision of a Dental Manager. Under supervision, the incumbent is responsible for a variety of clerical duties established by the Dental Clinic Manager. The Dental Clerk provides clerical support to the Dental Department.

CIH Dental believes that these skills are necessary for the employee to be successful:

• Excellent phone and in-person communication skills.

• Organization, time management and multitasking abilities.

• An understanding of dental office procedures and workflow.

• Computer literacy in basic applications like email and Microsoft Office.

• Passion for helping patients and showing compassion to those around them.

Job Description

• Greets patients/visitors, makes necessary notifications, assists as necessary to facilitate contact with appropriate persons, and directs to specified lobby or office.

• Responsible for scheduling, re-scheduling, and cancelling patient appointments via phone and in person.

• Duties include answering telephone and directing calls to the appropriate individual and/or answers routine questions concerning the dental department.

• Records telephone messages pertaining to dental care, refers all urgent communication to the professional staff for immediate action. Initiates calls as requested by staff.

• Initiates the visit process by assembling the dental health record and preparing the chart for patient dental visit.

• Assists with case management duties to ensure successful referrals.

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• Gives required paperwork to patients upon their arrival and check-in for their appointment. Responsible for getting the said paperwork to the appropriate department or clinical/administrative employee.

• Make sure insurance information is obtained (copied) and proper authorizations have been documented.

• Update demographic information for appointed patients. Make sure patient’s address and phone numbers are most recent. Check patient’s eligibility regarding the care they can receive.

• Responsible for accurate documentation in Dentrix clinical notes: i.e. appointment information, patient communication, or anything pertinent to a patient’s care that has been shared at the front desk.

• Responsible for communicating specific information to the clinical teams, such as: patient’s late arrival, rx requests, unfilled scheduling opportunities, etc.

• Develops and implements consistent office procedures regarding filing/scanning, mail delivery, message delivery, courier service, and information retrieval, sending and receiving faxes, use of copier, and all other standard office duties.

• Proficient in the use of Electronic Dental Record (EDR), Electronic Health Record (EHR) and RPMS to assist with appointment schedules in the Dental Clinic. Performs various clerical tasks in support of daily operations such as filing, typing/scanning, copying, patient registration, making appointment reminder calls, patient check-in, patient check-out, and making follow-up appointments, etc.

• Maintains a neat and orderly work area and office reception area.

• Types standard forms, letters, documents, correspondence, etc. on a daily basis or as deemed necessary.

• Arranges and schedules clinical appointments through the Dentrix scheduling package. Schedules various appointments for patients during routine clinic hours and initiates forms for authorization to perform special procedures.

• Requests transportation for patients from within or outside the immediate family if applicable.

• Assists with the billing process when necessary.

• Prepares and maintains packet of forms used within the dental clinic.

• Maintains clerical supplies by checking stock and requisitions replacement as appropriate.

• Responsible for Relias Training compliance.

• Performs other related duties as assigned.

• May be necessary to work when Administrative leave is granted if patient care would be compromised.

Job Knowledge

• A practical knowledge of the medical facility’s organization and services, the basic rules and regulations governing visitors and patient treatment and practical knowledge of standard procedures, medical records, and medical terminology.

• Knowledge of typing and computer use since both are used in the performance of position duties. Familiarity with computerized based appointment scheduling, referral, and diagnostic scheduling packages including Resource and Patient

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Resource Management System (RPMS), Dentrix, EHR (Electronic Health Record), and BPRM.

• Knowledge of Inpatient, Outpatient, and ER operating procedures such as the emergency communication systems, transfers referrals, and treatments.

• A good working knowledge of terms describing diseases, medical and surgical procedures, as well as standard abbreviations used by the medical staff.

• A thorough knowledge of recording and referral procedures.

• Knowledge of requisitioning supplies and maintaining clerical supply levels.

• Knowledge of filing procedures and communication skills to relay medical information to members of the unit and other services of the hospital.

Education/Experience

• A high school diploma or GED is required.

• A minimum of two years’ experience working in a clerical, administrative, or health related field is required.

• Previous experience in a dental setting is preferred.

• Previous experience working with Dentrix Dental Package is preferred.

• Demonstration of average keyboarding and typing skills is required.

• Demonstration of position appropriate professional behavior is required.

• Demonstration of fine motor and dexterity skills is required.

• Must possess a valid driver’s license.

Contact with Others

Interacts frequently with coworkers, hospital staff, patients, and other health professionals for the purpose of exchanging information, obtaining, and/or providing assistance. Tact, courtesy, and professional conduct are required to maintain positive working relationships. Utmost sensitivity and confidentiality are required when dealing with patients and families.

Confidential Data

The incumbent has access to highly confidential patient medical and personal information. The Privacy Act of 1974 mandates that the incumbent shall maintain complete confidentiality of all administrative, medical and personnel records and all other pertinent information that comes to the individual’s attention or knowledge. The Privacy Act carries both civil and criminal penalties for unlawful disclosure of records. Violation of such confidentiality shall be cause for adverse actions.

Responsibility for Accuracy

A high degree of accuracy in recording diagnostic and treatment information in the dental chart for each patient is required. The incumbent is responsible for accuracy of work performed. The dental clinic coordinator reviews work for accuracy and determines steps to prevent errors from reoccurring. Incumbent performs clinical and administrative procedures pertinent to the Dental Clinic and treatment of the patient. Assemble patient records according to the prescribed format. Interview patients to update demographic and insurance information. Incumbent prioritizes work according to the urgency of the situation and/or medical information received about the patient. Incumbent can perform all clinical and administrative duties during the patient care and treatment process. Completion of

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duties affects the efficiency with which the hospital provides service and therefore could have an indirect negative effect on patient outcomes. Most administrative and clerical errors would be detected with proofing and review procedures. Failure to properly manage and direct activities could result in ill will for the department, delays in patient treatment, and negative patient and community relations. Ineffective health planning could have adverse effects on the health status of the community by limiting access to necessary resources. Accuracy of data and research is critical in the allocation of CIHA resources.

Mental/Visual/Physical

Work is mostly sedentary, yet requires walking, standing, bending, and carrying light items such as files and manuals. Job duties can be mentally/emotionally stressful at times. Ability to effectively deal with stress is necessary. Close mental concentration and attention to detail are required for most duties. Work requires identification of established guidelines related to assigned tasks. Must demonstrate visual acuity, manual dexterity and the ability to speak and hear. This position requires the individual to possess the ability to differentiate and prioritize many tasks at once. May occasionally move more than 15 pounds.

Resourcefulness and Initiative

Guidelines consist of dental and medical procedures, inpatient, outpatient, and emergency room manuals, Privacy Act guidelines, hospital policies and procedures. The supervisor provides specific, detailed guidelines covering all assignments. The employee does not deviate from the guidelines unless authorized.

Incumbent works under the administrative supervision of the Dental Manager, who administers control of the Department’s functional duties and provides specific instructions on new assignments. The incumbent is responsible for initiating and following through on recurring clerical assignments. Work is primarily reviewed in terms of overall quality and efficiency of service provided to patients and staff by the Dental Manager.

Environment

Work is performed in the clinic setting, which is responsible for treating patients with a wide variety of dental problems. Incumbent is frequently exposed to communicable diseases. Incumbent is required to comply with Employee Health Program guidelines including current immunization status of identified communicable diseases and safety precautions are sometimes necessary, such as use of personal protective equipment as required by hospital policy.

Customer Service

Consistently demonstrates superior customer service skills to patients/customers by demonstrating characteristics that align with CIHA’s guiding principles and core values. Ensure excellent customer service is provided to all patients/customers by seeking out opportunities to be of service.