Front Office-Dental Services Patient R

Mission Statement: JWCH Institute, Inc. is a non-profit Federally Qualified Health Center (FQHC) with a mission to provide comprehensive health care to low-income and homeless people in the County of Los Angeles.

For many people, gaining access to dental care isn’t simply a matter of finding the nearest dentist. Some may face language and cultural issues that keep them from connecting with dental providers. Others may lack insurance coverage, transportation or childcare that would make it easier for them to visit the dentist. JWCH works to assist patients with navigating barriers and helping them achieve better oral health and improved overall health outcomes

Position Purpose:

Under the direction of the Chief Dental Officer, Dental Operations Manager, and onsite Dental Manager, the Dental Patient Services Representative (DPSR) serves as a Wesley Health Center ambassador by welcoming and attending to the needs of all patients. This role creates a positive front office experience by managing patient expectations while demonstrating compassion and respect.

The DPSR/DA performs a variety of moderately complex administrative and financial support functions. This position exercises independent judgment and applies procedural knowledge to perform duties in alignment with standard operating procedures. The DPSR prepares and processes various financial documents and transactions, ensuring completion, accuracy, and compliance with established policies, regulations, and procedures. Responsibilities also include composing and preparing correspondence.

Principal Responsibilities:

1. Greet patients and verify the purpose of their visit to determine priority using the TRIAGE Matrix.
2. Check the EHR inbox daily for internal dental referrals, make three documented attempts to schedule referred patients for exams, and mark referrals as complete once scheduled.
3. Verify patient eligibility and pre-screen intake packets a week before appointments. Notify patients of insurance issues or missing documents and document all calls in the EHR. Enter all verification details into the Electronic Practice Management (EPM) system.
4. Perform financial screenings for dental sliding fee programs and assist with enrollment in County or Government programs.
5. Collect patient co-pays and payments, reconcile collections daily, and log transactions in EPM. Submit all payments to the Clinic Administrator at the end of each day.
6. Monitor patient wait times and proactively communicate with patients about their status.
7. Schedule appointments to meet productivity goals of 20 appointments per provider for an 8-hour day or 22 appointments for a 10-hour day.
8. Confirm appointments 48 hours in advance and update EPM accordingly.
9. Print provider schedules daily, including copies for the provider, Lead Dental Assistant, and the DPSR for planning purposes (e.g., preparing co-pay documentation).
10. Maintain assigned providers’ referral logs, ensuring patients receive appropriate documentation and follow-ups are completed weekly.
11. Maintain a no-show log for assigned providers, make three follow-up attempts to reschedule, and enforce the dental broken appointment policy.
12. Close front office-related open encounters weekly and communicate updates to the appropriate biller.
13. Print unscheduled treatment plans and recall lists monthly for follow-up scheduling.
14. Answer and manage telephone calls promptly and courteously within three rings, resolving issues or returning calls within one business day.
15. Prepare necessary patient paperwork, such as registration forms and consents, in advance of appointments.
16. Participate in Care Team morning huddles, ensuring seamless communication and coordination with team members to meet patient needs.
17. Ensure compliance with infection exposure control, safety, and HIPAA requirements as per local, state, and federal guidelines, as well as department protocols.

1. Responsible for the collection of patient co-pays and payments, as well as the daily reconciliation of their collections.

1. Maintain clean and organized waiting areas, ensuring a welcoming environment for patients.
2. Create and maintain accurate patient records, financial documents, and correspondence.
3. Participate in health promotion and disease prevention activities on-site and off-site, as required.
4. Arrive at least 15 minutes before the first scheduled appointment and maintain regular, predictable attendance.
5. Perform other duties as assigned.