Patient Engagement Representative Dental Call Center

CareSouth Medical and Dental; Baton Rouge (LA); Vor Ort; USD 31.000 - 45.000; Vollzeit

Zusammenfassung

CareSouth Medical and Dental is seeking a proactive patient services representative to greet patients, document in the EDR, and coordinate appointments. You will handle calls, manage medical records requests, and support the Front Desk with follow-ups.

A strong customer service mindset and dental knowledge are essential. The role requires high school diploma, good communication skills, and preferred bilingual ability.

Qualifikationen

• High School Diploma or equivalent; Dental assistant preferred.
• Ability to learn using Electronic Health Records (EHR); strong computer skills.
• Excellent verbal and written communication skills.
• Exceptional interpersonal communication skills.
• Ability to effectively resolve conflicts.
• Dental knowledge required.
• Bilingual preferred.
• Performs all job responsibilities in compliance with laws, regulations, policies, and procedures.

Aufgaben

• Greet patients, families, and providers in a courteous, friendly, professional manner.
• Effectively use the electronic dental/medical record (EDR) to enter, retrieve, and manage patient data.
• Coordinate calls to inform about services, schedule/cancel appointments, and capture complaints.
• Document accurately in the patient’s EDR.
• Explain to callers when providers may be unavailable and arrange callbacks.
• Page the appropriate staff for urgent inquiries when needed.
• Maintain confidential records of patient interactions and actions taken.
• Support Front Desk with scheduling follow-ups and patient confirmations.
• Identify service improvements to reduce future problems.
• Coordinate medical records requests with Health Information and Technology Manager.
• Assist Front Desk with scheduling for new and existing patients as needed.
• Provide necessary information from appointment notes during confirmations.
• Complete Demandforce Overview tasks and perform other duties as assigned.

Kenntnisse

Customer service

Bilingual

Effective communication

Ausbildung

High School Diploma

Jobbeschreibung

SUMMARY

Provides patients with high quality, efficient, and effective service via call center. Actively works to create and maintain a professional, positive patient experience.

PRIMARY RESPONSIBILITIES

1. Knowledge and understanding of Employee Handbook.
2. Carry out the meaning of the CSMD Mission and Vision statements.
3. Practice a culture of safety to reduce or prevent risk of injury, claims, loss, or liability by utilizing the Risk Management and Infection Control Plan.
4. Perform responsibilities with a high-quality standard to yield improved compliance, quality, and patient outcome measures by adhering to the Quality Improvement Plan.
5. Be present and ready for work as scheduled.
6. Attend in-service trainings, departmental meetings, and community events.
7. Work cohesively with team members.

CORE RESPONSIBILITIES

1. Greets patients, families, and providers in a courteous, friendly, and professional manner.
2. Effectively, comprehensively utilizes the electronic dental/medical record entering and retrieving data, documenting, tracking, and managing patient care.
3. Confer with customers by telephone to provide information about services, take or enter appointments and cancellations, and obtain details of complaints.
4. Promptly and accurately documents in the patient's electronic dental record (EDR).
5. Prior to transferring a call, explain to the caller that the provider (dentist, hygienist, etc.) or dental staff may not be available and leave a message to have a returned phone call.
6. If a provider's office or hospital is calling for a specific provider or dental/medical staff (i.e. nurse and it is urgent, then page the respective person to have him or her answer the call.
7. Always project a friendly and upbeat tone while interacting with callers and co-workers.
8. Maintain accurate confidential records of patients' interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
9. Recommend improvements in service to reduce or prevent future problems.
10. Coordinates requests for medical records with Health Information and Technology Manager.
11. Works with the Front Desk to schedule follow-up visits for patients.
12. Follows and actively participates in CSMD's Quality Management Plan and adheres to standards of improvement accordingly.
13. Serves as backup for Front Desk staff inclusive of scheduling appointments for all new and established patients and rescheduling.
14. Relays necessary information from the notes section on the appointment during confirmation process.
15. Satisfactory completion of Demandforce Overview.
16. Performed other duties as assigned.

REQUIREMENTS

1. High School Diploma or equivalent. Dental assistant preferred.
2. Must have ability to learn using Electronic Health Records (dental and medical); must have strong computer skills.
3. Excellent verbal and written communication skills.
4. Must have exceptional interpersonal communication skills.
5. Must be able to effectively resolve conflicts.
6. Dental knowledge required.
7. Bilingual preferred.
8. Performs all job responsibilities in full compliance with all applicable laws, rules, regulations, policies, and procedures.

SUPERVISES

N/A

PHYSICAL REQUIREMENTS

1. Visual acuity - always
2. Hand – eye coordination - always
3. Lifting approximately 10-15 lbs., Pushing, Pulling - sometimes
4. Stooping, Bending, and Standing - sometimes
5. Walking- frequent; short distances

G. WORK ENVIRONMENT

1. Indoor, environmentally controlled
2. Exposure to disease or infections
3. No vibrations
4. Exposure to artificial and/or natural light
5. Exposure to outdoor weather elements