Dental Patient Service Specialist

The Dental Patient Services Specialist is dedicated to the Center's mission to provide health care to all people without prejudice, in a caring manner, regardless of their ability to pay. The vision of CHN is to be the leader in providing quality services and programs which meet or exceed the expectations of our patients. The values of the Center are transparency, empathy, quality, and value. 

The Dental Patient Services Specialist [PSS] main focus is to provide the utmost highest quality of customer service care by interacting with patients, patient's families, community partners, and fellow coworkers whether on phone or in person, to meet the need of our patients and the goals of SF ACHN. Each PSS will demonstrate through their work ethics to be a self-motivated learner, with a positive attitude, sense of optimism, ownership, and commitment to their position. 

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Customer Service 

1. Provides high level of customer service within all interactions with patients, patient's families, community partners, and fellow co-workers.
2. Staying informed of all P&P of CHN within scope of work to appropriately answer calls and accurately delivering correct information to the caller.
3. conducting oneself with professional phone etiquette.
4. Properly document all communication with the caller in the appropriate area and route messages to correct recipient.
5. Maintain patient confidentially and adhere to CHN policy’s when releasing protected health information (PHI)
6. Assist to resolve minor patient concerns by using critical thinking and problem-solving skills; then routing the higher concerns to the appropriate management.

• Scheduling 

1. Maintain a set knowledge of the OpenEMR [EHR system] to properly schedule to all clinical providers for all locations
2. Staying current with scheduling changes to ensure operational flow runs smoothly
3. Adhering to set parameters for particular providers set by CMO to ensure proper scheduling
4. Completes prior and day of confirmations to scheduled patients
5. Reviews patient's accounts to provide patient with all pertinent information prior to their appointment
6. Performs daily recall task to ensure patients preventative visits are being schedule and completed 

• Arrival of Patients
  • Ensure accurate disposition of patient's registration time, update the patient status accordingly.
  • Make sure all patient's sign-in for any service they are arriving for, and document all appropriate information set by the manager.
• Registration 
  • Reviewing established patient charts to ensure all documents [i.e., ID, consent, and demographic] fom1s are present and up-to-date, if they are not maintaining a list to ensure patient's information is updated upon arrival.
  • Preparing new patients forms to patient to complete upon arrival and maintain compliance for continuous quality efforts.
  • Review with the patient of all the information which is being collected on the registration forms [i.e., patient portal, permissions, etc.] before/ after the patient completes them.
  • Prepare to discuss with patient any co-payments, co-insurance, and/or deductibles which need to be collected prior to patient being seen.
  • Process all money transactions from patient with any services [i.e., pharmacy, exams, and medication] through the Center's OpenEMR system and producing a receipt.
• Checkout of Patient
  • Provide the patient with a copy of their patient experience via Patient Summary form.
  • Schedules follow-up appointments and return to office [RTO's] when directed by clinical staff. 
• Daily Close-out 
  • Reconcile cash drawer with OpenEMR report to ensure recording of all revenue collected from the patient
  • Ensure cash and credit card receipts are prepared and ready for transfer to accounting department

ESSENTIAL ATTRIBUTES:

Communication: Expresses ideas and information clearly, exhibiting good listening skills and asks appropriate questions.

• Keeps others adequately informed.
• Interacts in a considerate, courteous, and professional manner with co-workers and the public

Collaboration: and Teamwork

• Assists others in solving problems and achieving own goals.
• Negotiates to achieve a "win-win" outcome.
• Gives and receives feedback from peers or other team members in order to perform the task.
• Shares credit for good ideas with others.
• Acknowledges others' skill, experience, creativity, and contributions. Supports group decisions even if not in total agreement

Problem Solving:

• Identifies and resolves problems in a timely manner.
• Gathers and analyzes information skillfully.
• Proposes and selects optimal solution or action.
• Responsibly follows through to ensure resolution of problems

Time Management:

• Completes assigned tasks by designated deadlines.
• Responds to communication requests (email, IM, etc.) in a timely manner.
• Appropriately prioritizes work according to importance and demand.

Leadership:

• Influences, supports, and motivates staff and coworkers,
• Effectively makes decisions within the scope of assigned position and uses resources wisely.
• Demonstrates leadership in support of the Agency’s mission and goals.
• Drives service delivery systems to support the agency’s mission, vision, and values.

QUALIFICATIONS:

• High school diploma or GED.
• Clerical or front office experience in a medical or dental facility.
• Bilingual ability in Spanish preferred.
• Familiarity with office equipment: computer keyboarding, calculators, photocopiers, and faxes.
• Ability to communicate clearly and effectively.
• Ability to work with people of all socioeconomic levels.
• Strong team player with a focus on collaboration.
• Ability to respond effectively to the most sensitive inquiries or complaints.
• Ability to handle multiple projects simultaneously.
• Consumer advocate for quality health care and services. 

GENERAL INFORMATION

WORKING CONDITIONS:

The position is physically comfortable, the individual has discretion about walking, standing, etc. There are no major sources of discomfort, i.e., essentially normal office environment with acceptable lighting, temperature, and air conditions.

SELECTION/SKILLS TESTS REQUIRED: No

This position requires a drug test, professional reference verification, a physical examination, and background screening

BENEFITS:

• CHN offers a competitive benefits program:
• Progressive time-off
• 401K with company matching
• Fully paid health and dental coverage
• Ongoing training/development and access to a variety of resources and tools
• And More!

SALARY INFORMATION:

Factors used in determining the salary offered include the candidate's qualifications as well as the pay rates of other employees in similar positions.

ADDITIONAL JOB-RELATED INFORMATION:

• Monday – Friday, 7:30 AM – 7:00PM
• This position requires a weekend rotation 

EEO Equal Employment Opportunity:

CHN is committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination, harassment, and bullying based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, genetic information, veteran status, gender identity, or pregnancy.