Dental Front Desk

Overview 

The Dental Service Specialist independently performs multiple administrative functions within an interdisciplinary, community-based ambulatory practice.  This position supports the Dental operations department and is expected to move effortlessly across various teams and/or locations.  This role is responsible for greeting and registering patients, managing all front desk operations, and ensuring a positive patient experience

Key Role Responsibilities 

Reception Management:

• Greets patients and visitors upon arrival to the clinic and appropriately route them to the correct staff member; utilizing appointment systems, registration staff and triage protocols
• Manage and respond to Dental Department communications daily, retrieving patient information from referring providers as needed.
• Manages the intake of patients into the practice in a friendly and service-oriented manner; registers and assist patients with completing baseline information. Ensuring client chart is complete of all required information such as, verification of patient demographics and payer coverage. Helps with completing consents and verifying insurance status, including updating dental providers, EVS and updating insurance databases. 
• Manages the client discharge process which may include processing internal and external referrals, informing patients of their referral information, scheduling follow-up appointments and fee schedules.
• Answer and respond to telephone calls with professionalism, ensuring timely responses.
• Schedule appointments for patients across multiple disciplines via in-person requests or telephone calls. Document all activities in the EMR to ensure proper preparation of medical record and billing information prior to the time of appointment. 
• Process release of information requests; receive and distribute PHI in accordance with agency protocols aadhering to HIPAA and patient confidentiality requirements.
• Track cases and referrals to and from other providers.
• Contributes to the achievement of established department goals and objectives and adheres to department policies, procedures, quality standards and safety standards. Comply with rules, regulations, policies, and procedures of all applicable agency, local, state, federal and regulatory bodies.
• Takes personal responsibility for the neat appearance of their work space and the reception area, assuring each area represents the agency in a positive manner.
• Performs other duties within the scope of client service representative as assigned

Key Agency Responsibilities 

In addition to role responsibilities, every staff member has the following responsibilities as a part of their employment:

• Models and reinforces the core values of dignity, authenticity, hope, justice, passion and balance
• Actively participates in performance improvement and advocacy activities that support the mission 
• Protects patients’ personal health information by maintaining compliance with HIPAA and other relevant health care-related IT security regulations
• Performs other duties on an as-needed basis

Knowledge, Experience and Skills 

Formal Education and Training 

• High school diploma or GED required; Associate degree preferred 
• Previous experience in a dental office setting required.
• Experience with electronic health records (EHR) and practice management software.
• Knowledge of medical, administrative, ethical and the legal requirements of HIPAA and ADA
• Personal vehicle and valid Maryland driver’s license required      

Experience  

• Two or more years of experience fulfilling all duties and responsibilities of a Client Service Representative or similar role in a Dental Clinic.
• Two or more years of experience providing dental service support.
• Two or more years of customer service experience.

• Demonstrated knowledge of database programs, such as: Microsoft Office, FaxCom, and Dental EHR systems 
• Experience in the dental field and knowledge of ADA codes preferred

Skills 

• Excellent customer service, with ability to clearly communicate verbally and in writing
• Must be able to maintain confidentiality in all circumstances
• Must be able to remain calm in highly inflammatory circumstances, providing and taking clear direction and maintaining a respectful demeanor
• Security or de-escalation training preferred
• High level of motivation, initiative and responsibility 
• Able to work with interdisciplinary teams
• Able to cope with interruptions, be flexible and be a team player

Health Care for the Homeless is an equal opportunity employer and is committed to racial equity and inclusion. We make a particular effort to recruit and promote Black, Indigenous and People of Color (BIPOC) for open positions. BIPOC, LGBTQIA individuals, people with disabilities, and people with other marginalized identities are encouraged to apply.