Atascosa Health Center, Inc.
Job Description
Job Title: Dental - Client Support Representative
Job Classification: Category II
Reports To: Practice Manager(s)
Department: Dental
Approved: 06/99
Revised: 10/2016
SUMMARY:
The Dental (CSR) is a member of the interdisciplinary dental team of the health center. Essential duties include providing excellent customer/patient services via phone and in person; referring callers to the appropriate departments; making appointments for patients according to established Center protocols; assisting patients/clients with forms.
The position is considered a crucial link between the patient and the care delivered by clinical and service staff of the center. Patient services are the key priority in this position requiring the CSR to serve as a point of contact with other internal and external departments, all with the goal of fostering an environment which promotes patient comfort and trust. The position must exemplify the core values and mission of the organization, always exercising utmost discretion, diplomacy and tact in patient/staff interactions.
DUTIES & RESPONSIBILITIES
- Obtains current patient information from established and new patients.
- Accurately enters/updates patient information in practice management system.
- Identifies payer source, verifies insurance eligibility, financial status and assigns correct pay
type.
- Assists patients with completion of paperwork when necessary.
- Notes patient arrival in Electronic Health Record.
- Accurately pre-screens medical/dental records.
- Prints schedules for upcoming appointments.
- Verifies insurance eligibility and obtains authorizations for dates of service.
- Reviews Practice Management System for needed updated demographics
- and consent forms.
- Attaches needed updated demographics and consent forms to schedule.
- Schedules appointments.
- Identifies patients by date of birth and name in computer system.
- When scheduling appointment, carefully screens patients for new address, new patient visit or update registration and informs patient of adequate information that must be presented at time of visit
- Schedules patient based on predetermined appointment arrangements to allow the clinic to
serve an adequate number of patients.
- Schedules and re-schedules appointments as needed.
- Calls No Show appointments to reschedule, makes appropriate notations in Electronic Health Record and Practice Management System.
- Performs prescreening process for add-on appointments.
Job Description – CSR
- Routinely demonstrates superior customer service skills. Welcomes and greets patients/clients/visitors to the Clinic in a manner that is helpful and friendly.
- Answers telephone in a timely and polite manner, preferably within three rings. Provides information to Clinic callers according to the Clinic’s Policies and Procedures; transfers calls as needed.
- Communicates with customers in a courteous, professional, cooperative and mature manner.
- Accurately takes messages and tasks request and/or information to recipient via the E.H.R.
- Recognizes and responds appropriately to violent/abusive situations, bomb threats, fire and
- emergency situations.
- Transfers call to physicians and nurses when medically indicated.
- Protects/observes patient confidentiality per policies and procedures. Must exercise utmost diplomacy and tact to provide excellent customer service for patients; practices confidentiality and privacy protocols in accordance to Clinic policies and HIPAA requirements Categorizes, dates, and labels loose medical documents. * Adheres to all Clinic policies on safety and security; maintains restricted areas safe by safeguarding entry codes and computer system passwords in strict confidentiality.
- Scans information into Electronic Health Record
- Categorizes, dates, and labels loose medical documents.
- Scans loose medical documents per protocol.
- Accurately imports registration documents into patient’s electronic health
- record.
- Demonstrates the ability to collect office charges, post charges to patient accounts and accurately manage cash drawer.
- Accurately enters procedure codes with correct diagnosis.
- Verifies method of payment for service (Medicaid, Medicare, private insurance, private payee, Special Program, etc.) and collects data and/or payment as appropriate.
- Informs patient of any existing balance noted in computer and request payment due.
- Accurately reconciles charges for the day.
- Accurately prepares daily deposits.
- Correctly prepares daily batch reports/encounters for the Finance Department.
- Maintains patient waiting areas, office files, and front-desk areas in a manner that is organized and neat.
- Exercises problem-solving and conflict resolution skills when handling patient complaints; refers patient complaints to appropriate designated personnel as needed.
- Attends scheduled department staff and clinical meetings.
- Performs all duties and service in full compliance with AHC’s Service Excellence Standards.
- Performs all duties in support of successful EHR/EPM implementation.
- Performs other duties as may be required.Job Description – CSR
QUALIFICATIONS
- High School Diploma or equivalent
- Minimum one year experience in a customer service related field, Dental Office experience preferred
- Communication Skills
- Bilingual in English and Spanish preferred; Translation for patient and provider necessary.
- Ability to effectively interact with physicians, patients and other staff members.
- Technology Skills
- Demonstrates knowledge of proper, safe, efficient usage of current office
equipment/software.
- Must have the ability to exercise a high degree of diplomacy and tact; excellent customer services and interpersonal communication skills; Cultural sensitivity and demonstrated ability to work with diverse people groups.
- Ability to work well under pressure with minimal supervision. Proven flexibility and willingness to handle a variety of tasks.
NATURE OF WORK
- Job duties are routine in nature, but situations may vary occasionally; policy and procedure provide direction for solving non-routine situations. Employee is expected to consult management for any situation for which precedent does not exist.
- Job duties involve routine interaction with others, including providing assistance and limited direction. Contacts are generally, cordial and non-confrontational.
- May be required to perform the duties of other employees, including
supervisors/managers, in their absence.
- May be required to perform duties and responsibilities not listed in this description, on a temporary or long-term basis.
WORKING CONDITIONS AND ENVIRONMENT
- Duties are performed in a generally comfortable environment.
- Ability to sit, stand, talk and hear for periods of time.
- Requires eye-hand coordination and hand/finger dexterity for telephone and office machine operations, stooping and bending to file and gather supplies, also requires manual dexterity for using a calculator and/or computer keyboard.
- Ability to lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.
- Vision abilities with this job include close vision and ability to adjust focus.
Job Description – Client Support Representative
DISCLAIMER:
The duties and responsibilities, qualifications, physical conditions and other statements contained herein represent the current general nature of the job described, and are subject to change at any time, with or without notice. This job description does not limit in any way the assignments that may be given to an employee in the job, and employees are expected to perform any and all duties assigned by their supervisor willingly and without reservation.
Employee exposure by Job Classification: Category I
JOB DESCRIPTION ACKNOWLEDGEMENT
I hereby acknowledge that I have read and understand the job description for the position I have been hired for. I also acknowledge that I am able to perform all the essential functions of the job and I meet all the requirements.
I also understand that this position is designated as “non-exempt” and is therefore subject to overtime provisions of the Fair Labor Standards Act (FLSA). Overtime pay is required under FLSA.
If I have any questions about my job duties, I will contact my Supervisor or Human Resources immediately.
Employee Name: ______________________________
Employee Signature: __________________________ Date: ________
Human Resources: _____________________________
Signature: _________________________
Job Types: Temporary, Full-time
Pay: $13.00 - $17.00 per hour
Benefits:
- 403(b)
- Dental insurance
- Health insurance
- Life insurance
- Malpractice insurance
- Paid time off
- Uniform allowance
- Vision insurance
Experience:
- Customer service: 1 year (Required)
- Medical terminology: 1 year (Preferred)
- Computer skills: 1 year (Required)
Work Location: In person
