Dental Patient Service Representative

Heartland Community Health Center; Lawrence (KS); On-site; USD 26,000 - 34,000; Full time

Job summary

Heartland Community Health Center in Lawrence, KS seeks a Dental Patient Service Representative to deliver friendly, efficient scheduling and patient navigation. You will handle calls, book appointments, verify insurance, and coordinate with dental staff to ensure a smooth patient experience.

The role requires HIPAA awareness, strong communication, and the ability to calm distressed patients in a fast-paced clinic.

Qualifications

• Experience delivering patient-centered service in healthcare or dental settings.
• Familiar with HIPAA and patient privacy requirements.
• Proficient with EHR systems and basic computer applications.

Responsibilities

• Answer calls promptly and professionally; resolve patient concerns.
• Schedule and confirm appointments; coordinate with clinical staff.
• Verify insurance information and assist with pre-authorization as needed.
• Communicate policies to patients and maintain accurate records in the EHR.
• Maintain confidentiality and de-escalate when necessary.

Skills

Customer service

Communication

HIPAA compliance

EHR systems

De-escalation

Call center experience

Medical terminology

Education

High school diploma

Mental Health First Aid Certificate

Job description

Location: Lawrence, KS

Job Id:238

# of Openings:1

Job title

Reports to

Director of Dental Services and Healthy Futures

Status

Non-Exempt (Hourly $19 - $25)

Job purpose

The Dental Patient Service Representative (PSR) provides high-quality customer service to dental patients by managing scheduling, coordinating communication, and supporting patient navigation to Dental Care Coordinators. The PSR maintains a strong knowledge of dental appointment types, clinical workflows, and insurance basics to ensure accurate scheduling and a positive patient experience.

At Heartland, we are a people-centered environment dedicated to providing exceptional care and service to our patients. This role requires the ability to manage stress and maintain composure in a fast-paced, sometimes high-pressure setting. This role will require the ability to handle difficult situations and calm distressed patients to ensure a safe and supportive atmosphere. A foundational understanding of medical or dental terms to effectively communicate with patients and healthcare professionals is highly preferred.

Duties and responsibilities

• Answer incoming calls promptly and professionally.
• Address and resolve patient complaints or concerns promptly and professionally.
• Provide information about the health center's services, policies, and procedures.
• Facilitate communication between patients and clinical staff to ensure a smooth experience.
• Ensure that services are accessible to all patients.
• Use de-escalation techniques to manage and resolve conflicts calmly and professionally.
• Handle patient inquiries and tasks promptly and efficiently to minimize wait times.
• Ensure that information provided to patients is accurate and complete.
• Appointment Scheduling:
  • Schedule and confirm patient appointments, ensuring optimal utilization of the provider's template.
  • Coordinate with clinical staff to accommodate urgent appointments, triage and walk-ins.
  • Coordinate with clinical staff to ensure appointment availability and manage scheduling conflicts.
  • Provide patients with pre-appointment instructions and information; this may include Patient Portal resources.
• Verify and update patient information in the EHR system accurately.
• Ensure all patient interactions are documented properly and confidentiality is maintained.
• Insurance and Billing:
  • Verify patient insurance information and assist with pre-authorization when necessary.
  • Inform patients about sliding fee scales, co-pays, deductibles, and other payment responsibilities.
  • Assist patients with basic billing questions and connect with billing department to resolve any discrepancies.
• Communication:
  • Use effective communication skills to understand and respond to patients’ needs.
  • Transfer calls to appropriate departments or personnel when necessary.
  • Follow up with patients as needed to ensure their needs are met.
• Confidentiality & Patient Privacy:
  • Adhere to the Health Insurance Portability and Accountability Act (HIPAA) regulations. By protecting patients’ rights by maintaining confidentiality of personal and financial information.
  • Limit access to patient information to authorized personnel only.
  • Shred or securely dispose of documents containing patient information when they are no longer needed.
  • Conduct conversations involving patient information in private areas where they cannot be overheard by unauthorized individuals.
  • Verify the identity of callers before discussing patient information over the phone.
  • Verify patient identity before sharing information or discussing their appointment information.
  • Use secure channels for electronic communication of patient information (e.g., encrypted emails, secure messaging systems).
  • When scheduling appointments, avoid sharing unnecessary details that could reveal sensitive information to bystanders.
  • Handle patient complaints and issues with empathy and professionalism.
  • Escalate complex issues to the supervisor or appropriate department for resolution.

Qualifications

• High school diploma or equivalent required; additional education or certification in healthcare administration or a related field preferred.
• Prior experience in a dental clinic or dental insurance setting.
• Previous experience in a healthcare setting or patient service role preferred.
• Previous experience in a call center, customer service, or healthcare setting preferred.
• Completion of Mental Health First Aid Certificate within 90 days of hire.
• Excellent interpersonal and communication skills.
• Excellent verbal communication and listening skills.
• Proficiency in using EHR systems and basic computer applications (e.g., MS Office, MS Teams).
• Strong organizational skills and attention to detail.
• Ability to handle sensitive and confidential information.
• Problem-solving skills and the ability to work under pressure.

Working conditions

• Fast-paced call center environment.
• Extensive use of computers and telephones.
• Regular interaction with patients, medical staff, and insurance companies.
• This role may be exposed to infections and contagious diseases.
• This role is subject to interruptions.
• This role completes tasks that are performed in close physical proximity to other people.
• This role requires working indoors in environmentally controlled conditions.
• This role requires de-escalation skills.

Physical requirements

• Sufficient visual acuity to be able to read and write and operate equipment common to this position.
• Ability to sit for extended periods.
• Manual dexterity to operate office equipment.