Patient Services Rep II (Dental)

Since 1970, Indian Health Council, Inc. (IHC) has provided high-quality, compassionate healthcare and support services to the nine Federally recognized American Indian tribes in north San Diego County. With more than 200 employees serving 2 clinic sites, IHC is proud of the diversity of its staff as a reflection of the community it serves. The reward of working at IHC is more than a paycheck and excellent benefits; it is the impact and contribution to the Tribal community that employees value most. If you are passionate about improving the overall health and wellness of our tribal community, IHC is looking for people like you.

About Us
• Patient-Centered Care: Medical, Dental, Behavioral Health, Pharmacy, Social Services
• Research focused: Community Based Participatory grant-funded research programs; we are a Native American Research Center of Health (NARCH).
• Accredited as an ambulatory health care center by AAAHC

Our Philosophy
At IHC, we believe in empowering our patients with knowledge to achieve their healthcare goals. We strive to treat the whole person using a multifaceted approach to include physical, mental, emotional, and spiritual aspects of health and wellbeing.

Our Benefits
PPO medical, dental, and vision insurance with low employee contribution; company-paid life and disability insurance; malpractice coverage for providers; 403B retirement with company matching; generous PTO and Sick time; 14 paid holidays; paid jury service; and paid bereavement leave; reimbursement for professional license(s), and certifications such as CPR and continuing education units. Our facility also qualifies as a high-need area for provider CA State and Federal Loan Repayment Programs.

Reports To: Business Operations Manager, Dental

FLSA Status: Non-exempt

Position Function: Non-clinical

Classification: Regular, full-time

Schedule: Monday – Friday 1.0 FTE

Location: Onsite, position may be assigned to work at both IHC locations

SUMMARY: The role of the Patient Service Representative II (PSR) is to provide extraordinary care to patients and customers through friendly, caring, courteous, and professional services. A successful PSR II becomes the patient’s advocate and works to review various programs for eligibility requirements, verify and update patient insurance information and collect payments when applicable.

ESSENTIAL DUTIES AND RESPONSIBILITIES: The information in this job description indicates the general nature and level of work performed. It is not designed to be interpreted as a comprehensive inventory of all duties and responsibilities required of employees assigned to this job position. Duties and responsibilities may change (be assigned or removed) at any time with or without notice.

1. Greet patients and visitors in a prompt, courteous and helpful manner with emphasis on customer service.

2. Answer telephone calls and assess urgency of call. Provide assistance or direct caller to appropriate person. Take messages for Dental provider staff and back-office staff as needed.

3. Schedule patient dental appointments and resolve scheduling conflicts. Notify patients of changes/ cancellations and prioritize urgency of appointments for rescheduling.

4. Update required patient information fields in the Practice Management System (Demographics, Insurance, Client Defined, Privacy) and Patient Financial Chart to ensure the Patient Record is complete and current.

5. Verifies 3rd party coverage and insurance and enters information into the Practice Management System.

6. Verify and update patient address and phone number.

7. Distribute patient registration packets to patients and collect and review intake forms for completeness and accuracy (i.e., consent form, patient registration, screening forms, etc.). Assist patients with completion of forms.

8. Check patients in for their appointments.

9. Serve as a liaison to department personnel involving patient registration procedures.

10. Accept and process insurance copayments.

11. Identify problems and relevant issues in straight forward situations, assess each using standard procedures and make working decisions related to scheduling and check-in.

12. Serve as back-up to more than one business operations desk and keep current on dental codes and dental back-office procedures to explain to patients who have in-depth questions.

13. Distribute and collect patient registration information when registration personnel are out of office; accurately explains eligibility rules for accessing services.

14. Position may be re-assigned during activation of EOP.

SUPERVISORY RESPONSIBILITIES

· This position has no supervisory responsibilities.

TRAVEL & DRIVING REQUIREMENTS

· Travel is not required for this position.

· Driving is not required for this position.

EDUCATION AND/OR EXPERIENCE

· High School Diploma (or GED) required.

· Minimum of 3 years’ dental PSR experience or minimum of 2 years’ RDA experience.

REQUIRED KNOWELDGE, SKILLS, AND ABILITIES

· Knowledge of dental front office procedures and protocols.

· Knowledge of dental insurance plans and eligibility guidelines.

· Knowledge of dental procedures to explain or answer questions for patients.

· Skill set to read and understand dental tooth chart and provider notes.

· Self-motivated with the ability to exceed patient expectations.

· Excellent organizational skills to effectively handle multiple tasks.

· Ability to support change, with varying schedules as necessary.

· Possess excellent interpersonal communication skills.

· The ability to adapt to a changing environment and handle multiple priorities with a calm and professional demeanor.

· Productivity Software: Microsoft Office 365; Word, Excel, PowerPoint, Email & Calendar Management (outlook), Teams (video conferencing and meetings), and Share Point.

· Electronic practice management and dental records software (Epic preferred).

· Utilization of Paycom and PolicyTech systems.

PSR - INTERMEDIATE (LEVEL II): Professional who applies acquired job skills, policies, and procedures to complete substantive assignments/projects/tasks of moderate scope and complexity; exercises judgment within defined business operation guidelines and practices to determine appropriate action. Applies specialized skills when applying procedures, operations, techniques, tools, materials, and/or equipment appropriate to their essential PSR functions; may work on non-routine tasks; resolves issues/makes working decisions within area of specialization or responsibility with minimal supervision.

CERTIFICATES, LICENSES, MEMBERSHIPS AND REGULATIONS

· Current AED CPR certification or attainment within 6 months of hire.

· Applicants must successfully pass a pre-employment physical exam, tuberculin skin test or x-ray and urine drug screen test to include marijuana.

· Health must be adequate to perform all duties of the position.

· Must pass criminal background check.

WORK ENVIRONMENT

The work environment characteristics described are representative of those an employee encounters while performing the essential functions of this job.

· Indoor office environment.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job position. While performing the duties of this job, the employee is regularly required to sit, use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee frequently is required to sit. Specific vision abilities required by this job include close vision, peripheral vision, and the ability to adjust focus.

CUSTOMER RELATIONS

1. Respond promptly and with caring actions to patients and employees.

2. Maintain professional working relationships with all levels of staff, patients, and the public.

3. Be part of a team and cooperate in accomplishing department/organizational goals and objectives.

QUALITY MANAGEMENT

1. Display knowledge of normal signs of human development and ability to assess and provide age-appropriate care.

2. Contribute to the success of the organization by participating in quality improvement activities.

SAFETY

1. Maintain current knowledge of policies and procedures as they relate to safe work practices.

2. Follow all safety procedures and report unsafe conditions.

3. Use appropriate body mechanics to ensure an injury free environment.

4. Follow all infection control procedures including blood-borne pathogen protocols.

HIPAA/COMPLIANCE

1. Maintain privacy of all patient, employee, and volunteer information. Access such information only on a need-to-know basis and for business purposes only.

2. Comply with all regulations regarding corporate integrity and security obligations.

3. Report unethical, fraudulent, or unlawful behavior or activity.

Indian Preference shall be given in accordance with IHC’s Policies and Procedures.