The Patient Services Representative interacts extensively in-person, via telephone, and through email with patients, colleagues, the public, healthcare providers, and other Harvard Dental Center personnel. As a first point of contact, the position requires excellent customer service skills, broad-judgment, independent thinking and problem solving. The Patient Services Representative will support the Harvard Dental Center with responsibilities of answering, screening and processing incoming calls, scheduling appointments, front desk functions including check-in and check-out, updating demographic, billing, and insurance information, payment collections and processing.

• Answers, screens, and processes incoming calls and emails in a professional manner. Directs patient access to the Harvard Dental Center by greeting, check-in and check-out, processing payments, registration, verification of demographic and fiscal information, and managing patient appointment scheduling.
• Utilizes centralized scheduling system and software applications to schedule appointments. Utilizes and adheres to HDC / HSDM guidelines and accurately updates patient's demographic and insurance data at the time of scheduling and check-in. Collects and processes payments following HDC standards. Inputs patient insurance and managed care plans, checks eligibility, and explains eligibility coverage. Inputs medical dental history and ensures billing consent forms are signed in the electronic health records.
• Utilizes and adheres to phone script, clinical decision trees, and scheduling criteria following HDC guidelines. Uses independent knowledge within scope of knowledge and training to determine the type of appointment needed and urgency to schedule the patient to the appropriate provider or triage the call.
• Monitors patients and visitors entering, waiting, and leaving the practice. Facilitates timely flow and proactively solves flow issues (i.e., early or late patient, late provider, etc.). Acts as liaison between patient and practice staff to ensure optimal flow and service delivery. Supports HDC in event of operational emergency following protocols.
• Processes patient check out, schedules follow-up appointments or ensures follow up plan is in place making every reasonable effort to accommodate patient and provider needs. Provides patient with any relevant educational materials as indicated.
• Records and forwards accurate messages to providers and staff. Triages calls and emails for urgent information or services to appropriate staff. Responds to requests for information or assistance within scope of knowledge and authority. Resolves and responds to provider and staff email requests in an efficient and professional manner.
• Takes appropriate actions to diffuse challenging situations. Seeks assistance from supervisor and others appropriately when confronted with unpredictable patient situations and or/behaviors.
• In partnership with finance and billing operations, ensures insurance eligibility checks are complete, stays up-to-date on insurance eligibility and self-pay guidelines, refund processes.
• Participates in training, education, and patient/customer experience assessments and improvement initiatives.
• Attends team meetings and contributes in a positive manner, consistently focusing on constructive processes and quality improvement.
• Provides PSR coverage at secondary site, as assigned.
• Contributes to a culture of inclusivity and respect.
• Performs other related duties as assigned or requested.

• High School diploma or GED required.
• 1-3 years related work experience required in a customer service role in a health care setting.
• Ability to work on-site in a clinical setting.
• Have demonstrated skills including active listening, problem solving, and the ability to remain calm in emotional or stressful situations.
• Attention to detail, strong verbal communication, customer service and keyboarding skills.
• Excellent interpersonal skills and the ability to work both independently and as a part of the team.
• Ability to perform the essential functions of the position with or without reasonable accommodation.
• Ability to successfully pass a comprehensive background check at hire.

• Associate degree
• Dental practice experience.
• Knowledge of dental medical terminology.

• Work is performed on-site in a clinical setting.
• Incumbent is primarily assigned to one site, either Longwood or Cambridge, but may be assigned to the secondary site from time-to-time, as additional coverage is needed.
• May require sitting, standing, and walking for extended periods of time.

• The primary work location for this position is Boston, MA. Per the University payroll policy all work (including remote) must be performed in a state in which Harvard is registered to do business. In order to be on Harvard payroll, you must reside in a University payroll registered state.
• Before they begin at HSDM, clinical staff in the Harvard Dental Center must show that they have the proper immunizations.
• Harvard School of Dental Medicine cannot offer visa support or work permission for this opportunity.

• Paid Time Off: 3-4 weeks of accrued vacation time per year (3 weeks for support staff and 4 weeks for administrative/professional staff), 12 accrued sick days per year, 12.5 holidays plus a Winter Recess in December/January, 3 personal days per year (prorated based on date of hire), and up to 12 weeks of paid leave for new parents who are primary care givers.
• Health and Welfare: Comprehensive medical, dental, and vision benefits, disability and life insurance programs, along with voluntary benefits. Most coverage begins as of your start date.
• Work/Life and Wellness: Child and elder/adult care resources including on campus childcare centers, Employee Assistance Program, and wellness programs related to stress management, nutrition, meditation, and more.
• Retirement: University-funded retirement plan with contributions from 5% to 15% of eligible compensation, based on age and earnings with full vesting after 3 years of service.
• Tuition Assistance Program: Competitive program including $40 per class at the Harvard Extension School and reduced tuition through other participating Harvard graduate schools.
• Tuition Reimbursement: Program that provides 75% to 90% reimbursement up to $5,250 per calendar year for eligible courses taken at other accredited institutions.
• Professional Development: Programs and classes at little or no cost, including through the Harvard Center for Workplace Development and LinkedIn Learning.
• Commuting and Transportation: Various commuter options handled through the Parking Office, including discounted parking, half-priced public transportation passes and pre-tax transit passes, biking benefits, and more.
• Harvard Facilities Access, Discounts and Perks: Access to Harvard athletic and fitness facilities, libraries, campus events, credit union, and more, as well as discounts to various types of services (legal, financial, etc.) and cultural and leisure activities throughout metro-Boston.