Front Desk Coordinator

WisNova Innovative Dental Specialists is a multispecialty, multi location dental practice in Southeastern Wisconsin. As leaders in the field, it is our goal to provide patient-focused, convenient, and cost-effective care.

WisNova is a private practice proud to commit to collaboration, community and sustainability.

Overview

Our growing business is looking for a highly motivated and detail oriented team player, who is passionate about upholding an exceptional patient experience, at every level. This position will require an individual that is enthusiastic, resilient, looking to grow and develop new skill sets. We are a high-volume office, so it is imperative that you communicate effectively, possess strong problem-solving skills and work efficiently under pressure.

Responsibilities

As our patients’ first and last impression, guide them through their experience at WisNova

• Greet them with a positive attitude both on the phone and in person
• Accommodate, advocate for and educate whenever appropriate (this may involve answering pre-op/post-op questions, calling their insurance company or rescheduling appointments, to name a few)
• Present yourself and the company in a professional manner; maintain a clean, organized and welcoming front desk/waiting room area
• Ensure the patient understands next steps following their treatment (this may include how they can expect to be billed, when they need to go back and see their general dentist, etc.)

Maintain/build great Referring Office relationships

• Be polite over the phone, get to know these offices and their staff whenever time allows
• Obtain referral and imaging at least a couple days prior to patient’s appointment, kindly remind offices of our referral policy if necessary
• Update referral spreadsheets so we can track patients that may not have scheduled and communicate should referring offices inquire
• Have follow through and take detailed notes especially in regard to Referring Doctor communication (there may be of instances of phone tag); always treat Referring Doctors with the utmost respect- they are trusting us with their patients

Scheduling and Data Entry

• Follow the scheduling guidelines for five Providers, across two locations
• Obtain referral and imaging ahead of calling patient to schedule
• Accurately enter as much patient information as possible when scheduling an appointment (demographic information, insurance information, relevant history of tooth/condition, pain level, etc.).
• Email registration information when appropriate. Make patient aware of their out of pocket.
• Use an intake form as a guide during training
• Assist patient with the registration process using the tablets, scan in dental and medical insurance cards and ID to patient chart and cross-check data already entered
• Enter detailed contact/ledger notes whenever speaking to or emailing with a patient, the referring office or their insurance company

Anticipation and Prioritization

• Monitor emails and make sure we're calling patients within 24 hours of receiving their referral
• Work several days ahead instead of just one to two, ensuring appointments are scheduled appropriately
• Ensure all necessary correspondence from the referring office has been collected and uploaded to patient chart (imaging and referrals)
• Confirm appointments and make patients aware of their estimated out of pocket at least 48 hours in advance of their appointment
• Ensure that there are emergency appointments available everyday for each provider
• Communicate availability, cancellations, “transfer” patients (and all of their correspondence) with the other locations periodically throughout the day

Be educated and comfortable discussing/handling WisNova's policies and financial information

• Understand and inform patients of WisNova's Cancellation and Financial Policies
• Collect any out of pocket or outstanding balance due and post to patient account and credit card processing software/Care Credit
• Set up any financial arrangements following the established guidelines; communicate with the Billing/INS department
• Understand discount policy and how to accurately apply discounts and indicate discounts to INS companies
• Understand how to read the ledger, any Explanation of Benefits (EOBs) and answer patient questions or resolve complaints as they relate to statements, insurance payments, adjustments, denials, etc.

Work as a team and communicate effectively at all levels

• Set your teammates up for success; understand that it starts with you and how imperative it is to communicate all relevant information to the appropriate departments
• Educate yourself on the Clinical and Billing/INS basics and be available to assist other areas if necessary
• Have a basic understanding of medical and dental insurance terminology
• Assist the Billing/INS department by posting and processing denials; send in any requested information and resubmit as necessary
• Familiarize yourself with typical plan restrictions and provisions (i.e. pre existing conditions, frequency limitations)
• Mail out monthly account statements, collect verified account balances and add refunds to appropriate spreadsheet, assist with A/R >180 days as needed
• Work with management to ensure proper “handshakes” between the Front Desk and Clinical Teams as well as the Front Desk and Billing/INS department

Qualifications

• Must be able to work in both the Kenosha and Racine offices
• Previous experience within a medical/dental office or experience with insurance claims processing (preferred)
• Leadership and multitasking abilities
• Team player with a positive attitude
• Excellent written and verbal communication skills
• High level of customer service skills
• Superior attention to detail
• Comfortable taking initiative and assisting with process improvement
• Able to work independently with minimal supervision

Job Type: Full-time

Pay: $18.00 - $23.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 10 hour shift
• 8 hour shift

People with a criminal record are encouraged to apply

Work Location: In person

Salary : $18 - $23