Full-Time PM Shift | Dental Front Desk
Smile Arts of New York is seeking an experienced Dental Patient Service Representative to join our fast-paced, multi-provider dental practice.
This is a full-time, in-person position requiring 38-40 hours per week.
We will provide training on Smile Arts of New York’s specific policies, procedures, systems, and service standards. However, applicants must already understand the basic responsibilities of working at a dental front desk.
Candidates who do not have , cannot work at least one weekend day, or cannot accommodate the required training schedule should not apply.
Position Summary
The Patient Service Representative is often the first and last point of contact for our patients. This individual is responsible for creating a welcoming and professional patient experience while supporting accurate scheduling, insurance coordination, financial communication, documentation, and daily front-desk operations.
The successful candidate must be dependable, organized, confident when communicating with patients, and comfortable working in a busy dental environment with multiple providers and competing priorities.
Schedule and Availability Requirements
This is a full-time position with an expectation of 38-40 hours per week.
- The primary weekday shift is generally 11:30 AM–7:30 PM.
- Employees receive two scheduled days off each week.
- At least one weekend day—Saturday or Sunday—is mandatory as part of the regular work schedule.
Training Schedule
During the training period, hours will vary so the employee receives exposure to both opening and closing responsibilities.
Training may include:
- Opening shifts beginning as early as 7:30 AM
- Saturday or Sunday shifts
Applicants must be able to temporarily accommodate a varied training schedule. After completing training and demonstrating the ability to work independently, the employee will transition primarily to the assigned PM schedule.
Candidates who cannot work a 7:30 AM opening shift during training should not apply.
Key Responsibilities
Patient Service and Communication
- Greet, check in, and check out patients in a welcoming, professional, and efficient manner.
- Answer incoming calls promptly and communicate professionally with new and existing patients.
- Respond to patient questions by phone, electronic message, and in person.
- Clearly communicate appointment details, office policies, treatment-related next steps, and financial expectations.
- Address patient questions and concerns professionally and escalate issues to a lead or manager when appropriate.
- Maintain a calm, respectful, and solution-focused approach when working with upset, confused, or demanding patients.
- Follow up with patients regarding appointments, treatment, insurance information, outstanding balances, and required documentation.
- Protect patient confidentiality and follow HIPAA requirements at all times.
Dental Scheduling
- Schedule appointments accurately based on the procedure, provider availability, appointment length, and operatory needs.
- Understand common dental procedures well enough to select the correct appointment type and scheduling time.
- Schedule new-patient appointments, recall appointments, treatment appointments, consultations, and follow-up visits.
- Confirm upcoming appointments and ensure appointment notes contain all required information.
- Monitor the schedule for cancellations, openings, scheduling errors, and opportunities to fill available time.
- Contact patients from recall, waitlist, and unscheduled-treatment lists to fill open appointments.
- Help maintain a productive schedule while avoiding unnecessary gaps, incorrect appointment lengths, and provider conflicts.
- Communicate procedure and schedule changes immediately so that the correct provider, time, operatory, consent forms, and payment expectations are prepared.
- Coordinate with doctors, hygienists, dental assistants, billing staff, and other front-desk team members to support efficient patient flow.
Insurance Verification
- Verify dental insurance eligibility and benefits accurately before scheduled appointments.
- Review and document important benefit information
- Prior authorization or pre-determination requirements
- Enter and update insurance information accurately in Denticon.
- Identify missing, expired, conflicting, or incomplete insurance information and complete the appropriate follow-up.
- Communicate insurance limitations and estimated patient responsibility clearly without guaranteeing insurance payment.
- Document insurance calls, and follow-up actions.
- Escalate insurance discrepancies, problem claims, and complicated benefit questions to the appropriate billing or insurance team member.
Payments and Financial Communication
- Explain estimated copayments, deductibles, patient balances, and financial responsibility professionally.
- Collect copayments, outstanding balances, deposits, and other required payments at the appropriate time.
- Post payments and transactions accurately in the practice-management system.
- Provide patients with receipts and appropriate financial documentation.
- Discuss payment expectations respectfully, clearly, and confidently.
- Assist patients with approved payment arrangements or financing information according to office policy.
- Support accurate billing and claim processing by ensuring patient, insurance, appointment, and payment information is complete.
- Assist with insurance claims and billing-related follow-up as assigned.
Patient Records and Documentation
- Create and maintain accurate patient records in practice-management system.
- Update patient demographics, contact information, insurance information, alerts, appointment notes, and communication records.
- Document patient conversations, concerns, promises, and actions taken clearly and promptly.
- Review records for missing or conflicting information and correct or escalate concerns.
- Ensure documentation is complete enough for another team member to understand what occurred and what follow-up is required.
- Maintain patient confidentiality and comply with HIPAA and office privacy policies.
Front-Desk and Office Operations
- Manage the front-desk area and keep it clean, organized, and professional.
- Complete assigned administrative reports, follow-up lists, and daily responsibilities within required timeframes.
- Follow office opening, closing, payment-handling, and front-desk procedures.
- Support the front-desk team during periods of high call volume and patient traffic.
- Communicate consistently with coworkers, leads, providers, and management.
- Follow all Smile Arts of New York policies, procedures, documentation standards, and communication expectations.
- Perform additional front-office responsibilities as assigned based on the needs of the practice.
Required Qualifications
- Minimum of two years of recent dental front-office, dental receptionist, patient coordinator, or dental patient service experience.
- Hands-on experience scheduling appointments in a medical practice.
- Experience working with multiple dentists, hygienists, and appointment types.
- Experience communicating insurance estimates and patient financial responsibility.
- Experience collecting and accurately posting patient payments.
- Experience using Denticon or another dental practice-management system.
- Working , procedures, appointment types, and insurance terminology.
- Ability to enter clear, complete, and accurate patient documentation.
- Strong telephone, written, and in-person communication skills.
- Ability to communicate professionally with patients, providers, insurance representatives, and coworkers.
- Ability to multitask and prioritize responsibilities in a fast-paced dental environment.
- Strong attention to detail and the ability to recognize missing or conflicting information.
- Strong problem-solving skills and the ability to handle difficult situations professionally.
- Reliable attendance and punctuality.
- Ability to work a full-time schedule totaling approximately 38-40 hours per week.
- Ability to work a regular PM schedule.
- Ability to work at least one weekend day—Saturday or Sunday.
- Ability to work opening shifts beginning at 7:30 AM during the training period.
- Knowledge of HIPAA requirements and the ability to protect patient confidentiality.
- High school diploma or equivalent.
Preferred Qualifications
- At least one year of hands-on Denticon experience.
- Experience working in a high-volume, multi-provider dental practice.
- Experience managing recalls, cancellations, waitlists, and unscheduled treatment.
- Experience with dental claims, pre-authorizations, pre-determinations, treatment estimates, and coordination of benefits.
- Hands-on experience verifying dental insurance eligibility and detailed benefits.
- Familiarity with PPO and other common dental insurance plan structures.
- Experience communicating treatment costs and collecting larger patient balances.
Training Expectations
Smile Arts of New York will provide training on our specific:
- Office policies and procedures
- Documentation requirements
- Payment and collection procedures
- Opening and closing responsibilities
- Internal escalation process
- Team roles and workflow expectations
Training is intended to teach the employee how Smile Arts of New York operates.
Compensation and Benefits
Pay: $29per hour
Benefits include:
- Time-and-a-half pay for eligible designated holidays worked
- Performance-based bonus opportunities
Bonus opportunities may be based on eligibility, attendance, individual performance, team performance, office results, and company guidelines. Bonuses are not guaranteed.
Pay: $29.00 per hour
Benefits:
- Dental insurance
- Health insurance
- Paid sick time
- Paid time off
- Retirement plan
Application Question(s):
- Do you have at least two years of recent dental front-office experience?
- Have you managed recalls, cancellations, waitlists, and unscheduled-treatment lists?
- During training, are you available to work a varied schedule that may include opening shifts beginning at 7:30 AM?
- Are you available to work at least one weekend day every week?
Education:
Shift availability:
- Day Shift (Preferred)
- Night Shift (Preferred)
Work Location: In person
