DENTAL PATIENT SERVICES REPRESENTATIVE

POSITION SUMMARY: Patient Service Representative will provide patients and staff with necessary assistance in fulfilling the needs of the center. They are responsible for scheduling dental appointments, patient check in/out, verifying and updating all demographics and insurances, collecting payments, identifying/enrolling patients on the Sliding Fee Scale, processing various forms and documents, and notifying appropriate persons of messages and information as required. Responsible for recording all necessary personal information, securing required signatures, preparing and supplying data to various departments. Provides service internally and externally consistent with ANHC mission, vision and values: Respect, Compassion, Personal Integrity, Excellence & Collaborative Spirit. ESSENTIAL DUTIES AND RESPONSIBILITIES: Works out of two electronic health record systems (Medical and Dental EHR) Performs opening and closing procedures. Receives all incoming calls in professional manner, answers and accurately processes multi-line phone calls to individual extensions or operator, medical, or billing queues regarding patient billing, appointments, and all general and dental inquiries. Responsible for scheduling, cancelling, or rescheduling dental appointments and maintaining a full schedule for the providers. Makes confirmation calls to all dental appointed patients the day before their appointment after cross referencing both EHR systems and manually updating financials to ensure information in both systems match. Actively checks and address voicemails, emails (work personal/dental shared) and inbound faxes. Receive all (inbound/out bound) fixed and removable dental laboratory cases, updating case status on the log, coordinate laboratory pickup/drop off. Responsible for check in/out processes of each patient. Verifies, updates, and processes various dental/medical forms such as new patient paperwork, demographic updates, dental health histories, sliding fee applications, calculation of income and qualifying patients on the SFS, processing self-declaration applications, health care for the homeless applications. Verifies/updates insurance eligibility and reviews co-pays, co-insurance, deductibles, non-covered charges, and prior authorizations. Collection of appropriate payment based on estimated charge, proper co-pay, deductible, discounted self-pay amount, or past due account balances. Responsible for cash management and daily reconciliation of all financial transactions performed. Limited patient accounts analysis including a general understanding of medical, dental, laboratory, radiology coding and billing standards. This includes CDT, diagnosis, patient rights and responsibilities, third party reimbursement, in/out network, contractual allowances, co-pays and deductibles. Answer and communicate with patients regarding past due balances to help them understand their bill and attempt to collect. Various intermittent, periodic and systematic report completion including unapplied credit, accounts receivable, credit analysis, statement report, billing and communication log, registration and SFS audits. Prepares adjustments for authorization to adjust patient account balances for identified mistakes and bad debt write-offs. Prepares and processes all dental Release of Information (inbound/outbound) in accordance with the ANHC policy to patients and other healthcare facilities. Provides patients their treatment plans, reviews their case with the patient and communicates financials and estimated co-pays. Prepares and processes missed appointment letters and mails them to patients and the State of Alaska Department of Health and Social Services when indicated. Cross trained and provides backup for any administrative positions within the department. Responsible for following the medical emergency process, announcing overhead emergency code pages, alerting behavioral health team, medical team in case of a medical emergency, and alerting security guard in urgent/emergency situations and preparing necessary paperwork to first responders. Maintains and fully understands the importance of patient confidentiality and HIPAA compliance. Promotes and provides service excellence to internal and external customers. Work collaboratively with a variety of dental team members including assistants, hygienists, dentists and other ANHC staff such as patient service representatives, providers, nursing staff, case managers/care coordinators, outreach and enrollments, behaviorists, and eligibility personnel to enhance patient experience. Calls in prescribed medication to the pharmacy of patientxe2x80x99s choice if necessary. Effectively communicates with staff and patients. Other duties as assigned. SUPPORTING DUTIES AND RESPONSIBILITIES: Monitors reception area and front office for cleanliness and straightens up area as needed. Maintains a clean and orderly work area. Performs translation services if staff member is bilingual. May act as delegated lead or supervisor when the leads or manager are out of the office (during assigned times) Attends required meetings/trainings and participates in committees as requested Assists with training and cross-training QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Work Experience: One to three yearsxe2x80x99 experience in a healthcare office setting. One-year experience in dental billing field is preferred. Must possess experience in healthcare administration, financial intake, customer service, cash handling, and answering telephones. Education, Certification and Licensure: High school diploma or the equivalent required. Additional Skills & Knowledge: Must be able to use a ten-key and balance large columns of numbers. Must be detail oriented, proof own work for accuracy, have excellent communication and telephone skills. Consistent attendance is required for this position. Skill and ability to fluently read, write, and speak English. Working knowledge of computer required; previous experience with dental software is preferred. Bilingual preferred. PHYSICAL, SENSORY, ENVIRONMENTAL QUALIFICATIONS: The work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is frequently required to sit, write, type, grasp, see, hear and speak for long periods of time. Frequent use of computer, keyboard, copy and fax machine and phone. Occasional standing walking, reaching, bending, stooping, lifting and carrying. Lifting, carrying pushing and pulling up to 25 pounds. Must be able to work evening and weekends as scheduled. Work is performed in a healthcare clinic and office setting. ANHC is a tobacco-free campus. EQUAL EMPLOYMENT OPPORTUNITY STATEMENT: Anchorage Neighborhood Health Center provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Anchorage Neighborhood Health Center complies with applicable state and local laws governing non-discrimination in employment in every location in which the organization has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Persons alleging unequal treatment should contact the Chief Human Resources Officer. The undersigned have read this job description and agree that it defines the position as it currently exists. The undersigned also understands that the above is intended to describe the general content of and requirements for this job. It is not to be considered as an exhaustive statement of duties, responsibilities, or requirements and does not limit the assignment of additional duties at the discretion of the supervisor.