Patient Engagement Representative Dental Call Center

CareSouth Medical & Dental; Baton Rouge (LA); On-site; USD 19,000 - 25,000; Full time

Job summary

CareSouth Medical & Dental in Baton Rouge, LA is seeking a patient services specialist to deliver high quality, efficient call center and front desk support while upholding a professional patient experience.

You will use Electronic Health Records, enter and track data, schedule follow-up visits, handle inquiries, document interactions, and coordinate with providers to ensure timely care and accurate records within a culture of safety and compliance.

Qualifications

• Must have excellent verbal and written communication skills.
• Must have strong interpersonal abilities and conflict resolution.
• Must learn and use Electronic Health Records (dental/medical).

Responsibilities

• Greets patients, families, and providers in a courteous, professional manner.
• Enter, retrieve, document, and manage patient data in the EHR.
• Confer with customers by telephone to provide information and handle appointments.
• Document in the patient’s EDR promptly and accurately.
• Explain transfer expectations to callers and page providers when needed.
• Maintain confidential records of interactions and actions taken.
• Assist with scheduling follow-up visits and related duties.

Skills

Verbal communication

Written communication

Interpersonal skills

Conflict resolution

Computer skills

Electronic Health Records

Education

High School Diploma or equivalent

Job description

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

• Knowledge and understanding of Employee Handbook.
• Carry out the meaning of the CSMD Mission and Vision statements.
• 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.
• Perform responsibilities with a high-quality standard to yield improved compliance, quality, and patient outcome measures by adhering to the Quality Improvement Plan.
• Be present and ready for work as scheduled.
• Attend in-service trainings, departmental meetings, and community events.
• Work cohesively with team members.

Core Responsibilties

• Greets patients, families, and providers in a courteous, friendly, and professional manner.
• Effectively, comprehensively utilizes the electronic dental/medical record entering and retrieving data, documenting, tracking, and managing patient care.
• Confer with customers by telephone to provide information about services, take or enter appointments and cancellations, and obtain details of complaints.
• Promptly and accurately documents in the patient's electronic dental record (EDR).
• 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.
• 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.
• Always project a friendly and upbeat tone while interacting with callers and co-workers.
• Maintain accurate confidential records of patients' interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
• Recommend improvements in service to reduce or prevent future problems.
• Coordinates requests for medical records with Health Information and Technology Manager.
• Works with the Front Desk to schedule follow-up visits for patients.
• Follows and actively participates in CSMD's Quality Management Plan and adheres to standards of improvement accordingly.
• Serves as backup for Front Desk staff inclusive of scheduling appointments for all new and established patients and rescheduling.
• Relays necessary information from the notes section on the appointment during confirmation process.
• Satisfactory completion of Demandforce Overview.
• Performed other duties as assigned.

Requirements

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

SUPERVISES

N/A

Physical Requirements

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

G. Work Environment

• Indoor, environmentally controlled
• Exposure to disease or infections
• No vibrations
• Exposure to artificial and/or natural light
• Exposure to outdoor weather elements

Salary: $13.60