PATIENT SERVICES REPRESENTATIVE - DENTAL

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 patient’s 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

KNOWLEDGE, SKILLS AND ABILITIES:

ANHC’s Mission, Vision and Values:  Actively supports ANHC’s mission, vision and values. Includes using individual skills to add value to the mission: To be a trusted partner in every person’s wellness by providing integrated, compassionate, and high-quality health care, regardless of ability to pay; and vision: Accessible care for a healthy Anchorage. Aligns actions around organizational values of RESPECT, COMPASSION, PERSONAL INTEGRITY, EXCELLENCE and COLLABORATIVE SPIRIT and gives priority to organizational mission, vision and values when making decisions.

Accountability:  Takes ownership for delivering on commitments; owns mistakes and uses them as opportunities for learning and development; openly discusses his/her actions and their consequences both good and bad; has an ability to identify strengths and developmental opportunities and leverages insight to make adjustments to improve their effectiveness; courage to have difficult conversations.

Adapting to Change:  Accepts and adapts to change in a professionally appropriate and thoughtful manner.  Is willing to offer a different perspective or approach and yet knows when and how to stand down graciously and accept a well-thought-out decision. Embraces change.

Confidentiality: Maintains the highest level of confidentiality regarding ANHC records and information relating to ANHC, its customers and employees. Appropriately uses internal confidential information for business purposes only. Responsible for knowledge and compliance with the Health Insurance Portability and Accountability Act of 1996 (HIPAA).

Communicating Effectively:  Shares information. Listens and involves others. Clearly conveys ideas in a manner that engages others and helps them understand and retain the message.

Decision Making/Judgment:  Approaches problems and decisions methodically and objectively; involves others as needed; uses sound judgment in making decisions and understanding the impact to themselves, customers, their team, and the organization; conducts the appropriate analysis to identify the symptoms and root cause of issues; makes timely decisions.

Delivering High Quality Work:  Makes sure responsibilities central to the role meet all requirements and expectations. Finishes tasks promptly and critically reviews work to ensure quality and accuracy. Considers impact of work to others and takes steps to mitigate. Seeks additional work after finishing tasks.

Demonstrating Initiative: Takes action on his/her own without being prompted; handles problems independently; able to resolve issues without relying on extensive help from others; does more than is expected or asked.

Results Orientation:  Is focused on outcomes and accomplishments; follows through on commitments; can b