Dental Receptionist/ Patient Support Associate (PSA)

Patient Scheduling and Registration

• Works cooperatively with any triage nurse to ensure that the clinician sees patients as quickly as possible.
• Accurately schedules for assigned clinicians, ensuring that schedule reflects appropriate clinician and effective use of clinical hours.
• Monitors no-shows/cancellations for available slots where walk-ins or add-ons can be placed.
• Pre-registers all patients for assigned clinicians, asking and recording answers to all preregistration questions.
• Deletes the day’s cancellations from the computer.

Check-In

• Greets patients and visitors in a prompt, courteous, and helpful manner.
• Attaches all appropriate paperwork such as financial assistance forms and POS reports to encounter forms.
• Performs financial transactions at the time of the visit, including collecting all co-payments and keeping a record of unpaid amounts.
• Assists patients in obtaining records from other facilities, including getting appropriate signatures on medical records release forms.

Check Out

• Performs financial transactions at the time of the visit, including collecting all co-payments and keeping a record of unpaid amounts.
• Accurately closes the day and balances cash bag.

Phones

• Answers telephones, handling calls as needed and taking messages when appropriate.
• Maintains appropriate boundaries concerning medical advice, patient triage and priority of communication to clinicians; refers calls to the triage nurse for all issues outside of routine appointments, refill requests or test result messages.

Patient Program Coordination

• Evaluate financial status of all patients.
• Determine patient eligibility for appropriate programs.
• Assist patients with enrollment applications.
• Follow up on all pending applications to ensure enrollment process is completed.
• Educate the patient regarding financial responsibility and STPs policies regarding payment.
• Assist in training as needed.

Other Duties

• Communicates frequently with the clinical team regarding patient requests, scheduling issues or other aspects of duties.
• Effectively maintains and protects the confidentiality of all medical records and patient information.
• Attend seminars and trainings to maintain current knowledge or financial programs.
• Maintain accuracy of patient demographics and financial information in PMS.
• Prepares for next day’s clinic.
• Alerts Lead Visit Coordinator or designated person to needed supplies/equipment.
• Reports any safety hazards.
• Perform other duties as assigned.

General Agency Duties

• Fosters an environment that promotes trust and cooperation among all staff of STP.
• Enforces clinic policies and procedures to ensure that the principles of STP are implemented.
• Maintains confidentiality of all patient and employee information to all except designated employees.
• Informs Medical Director of matters of general interest and problem areas as such are determined or discovered.
• Attends all STP mandatory meetings and other meetings as requested.

Customer Service

Participates in customer service related issues. Adheres to the following customer service values created for STP:

1. We are continued to providing quality care and strive to continually improve.
2. We strive to treat patients and each other with respect, courtesy and compassion.
3. We believe that it is everyone's responsibility to identify problems, take ownership and contribute to solutions.
4. We promote teamwork and cooperation to create an environment that maximizes efficiency and satisfaction.
5. We actively encourage open communication and mutual education.

PERSONAL/BEHAVIOR:

1. Displays a cheerful demeanor and makes positive comments when on duty.
2. Refrains from participation in harmful gossip, dysfunctional group interactions, and divisive behavior.
3. Displays courteous and professional behavior in all interactions with the public.
4. Works cooperatively with other staff members.
5. Displays flexibility in accepting, changing or carrying out assignments.
6. Adheres to dress code expectations, including fragrance-free requirements.
7. Displays sensitivity in a multicultural environment.

KNOWLEDGE, SKILLS, AND ABILITIES:

1. High level of skill in maintaining calm, professional, courteous and helpful demeanor in times of stress.
2. Skill in making appropriate decisions to benefit patients and meet company objectives.
3. Ability to prioritize work and complete it on a timely basis with minimal supervision.
4. Ability to follow procedures.
5. Ability to deal with change and seek out opportunities to effect change to promote patient care.
6. Strong customer service approach to problem solving situations.
7. Ability to read, write, understand and spell English and Spanish correctly.

EDUCATION & EXPERIENCE REQUIREMENTS:

1. High school diploma required or equivalent
2. Basic computer literacy.
3. Basic arithmetic skills

PREFERRED EXPERIENCE:

1. Experience working with common dental health care programs.
2. Experience working with patient registration procedures.
3. Basic knowledge of dental terminology.
4. Experience with EMR/EHR systems.