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Apr 28, 2021
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This position is for a Dental Customer Service Representative. CentroMed is recognized in San Antonio and the surrounding areas as a leading health care provider for quality customer service, clinical excellence, comprehensive care, and responsiveness to community needs. We are currently seeking several full time Dental Customer Service Representatives to add to our team of 800+ employees. DENTAL CUSTOMER SERVICE REPRESENTATIVE JOB DESCRIPTION: Responsible for functions related to front office including but not limited to, greeting and welcoming; computer systems; telephones; provider schedules; dental records; patient registration, financial screening, and eligibility; and business functions (receipts, charges, coding, and deposits). This position is also responsible for ensuring efficiency of front office dental operations and for monitoring, reporting, planning, and budgeting. DUTIES AND RESPONSIBILITIES Achieve Results 1. Ensure all patients enjoy a positive experience, and are treated with the care and compassion. 2. Ensure all patient records and related documentation are managed and maintained timely, accurately, and consistent with all HIPAA and related to regulations and requirements. Operational Excellence 3. Ensure all tasks provided and associated with patient care, patient administrative processes, and related duties comply with all regulatory and accreditation standards, as well as clinic policies and procedures. Relationships 4. Develop favorable relationships with all patients. Interact positively with patients to provide information and education about oral hygiene, handle and resolve patient concerns with enthusiasm and empathy. 5. Establish favorable working relationships with all staff members associated with clinic operations, including Customer Services Reps (CSR), dental assistants, dentists, and related staff. Stewardship and Professionalism 6. Uphold and consistently represent the values and mission of CentroMed at all times. Represent CentroMed in a highly professional manner at all times. 7. Ensure compliance and attention to all organization policies and procedures. ESSENTIAL FUNCTIONS: 1. Ensures customer service is delivered by all dental staff by greeting all patients and having patients understand their anticipated wait time. 2. Retrieves incoming calls and directs to appropriate personnel or department. 3. Schedules, accommodates, and updates patient appointments. 4. Maintains medical and/or dental electronic records. Performs new patient registration, updates to patient information (Including consent forms, medical history forms, HIPAA paper work and documents for sliding fee scale.), data entry of demographics, and any other required information as described by policy. Verifies, and activates appropriate patient insurance plan. 5. Refers patients for screening to determine eligibility for special funding sources. 6. Collects payments for services and products. Ensure accurate posting of encounter data and posts to appropriate funding/insurance plans. Manages patient account balances appropriately to include pre-collections, old balances, and same day service balances. 7. Completes end of day reconciliation report ensuring that all encounters are posted and closed; ensures that cash collected reconciles with system cash report; ensures that cash is secured and deposited into safe at end of day. 8. Welcomes on-site visitors, determines nature of business, and announces visitor to appropriate personnel. 9. Orders, receives, and maintains office supplies. 10. Assists in the resolution of complaints, requests and inquiries from all patients. 11. Routes incoming, outgoing mail and correspondence, including e-mail and faxes. 12. Performs other clerical duties as needed, such as filing, faxing, photocopying, and collating. 13. Performs other related duties as assigned. PERFORMANCE STANDARDS: The performance of the Dental Customer Service Representative will be evaluated by the Dental Front Office Supervisor using the Performance Evaluation CDB Form No. 1006c (Rev 1/2000) wherein a satisfactory overall rating is considered as a minimum acceptable level of performance. POSITION REQUIREMENTS: Education A. High school diploma or equivalent. B. Dental Assistant/Medical Office Specialist certificate from an accredited technical course/school preferred or minimum of one year or more of experience in dental front office duties. Professional A. Demonstrates success in working independently, prioritization and problem solving. B. Demonstrates success in computer skills including ability to use computer for scheduling, reviewing dental records and digital x-rays. C. Demonstrates success in customer service/patient services or working with the general public, preferably in a medical care facility. D. Demonstrates success in managing difficult customer/patient situations. E. Significant knowledge of dental practices and procedures. Physical/Environmental A. Bilingual (Spanish and English) required. B. Ability to move freely (Bending, reaching, standing, stooping, walking, pushing and pulling). C. A medium to high level of manual dexterity required. Ability to use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. D. Occasional lifting and pushing. E. Normal overtime/extended work hours. F. Must be able to travel independently to other locations as needed. BLOODBORNE PATHOGEN EXPOSURE CATEGORY: __X___ Category III. Tasks that involve No Exposure to blood, body fluids or tissues. The normal work routine involves no exposure to blood, body fluids, or tissues (although situations can be imagined or hypothesized under which anyone, anywhere, might encounter potential exposure to body fluids). Tasks that involve handling of implements or utensils, use of public or shared bathroom facilities or telephones and personal contacts such as handshaking are category III tasks.