Patient Service Representative - Dental

Indian Health Council, Inc.; California; On-site; USD 36,000 - 39,000; Full time

Benefits offered by this job

PPO medical, dental, and vision

Company-paid life and disability

403B retirement with company matching

Generous PTO and Sick time

14 paid holidays

License & CE reimbursement

Job summary

Indian Health Council, Inc. is seeking a Patient Service Representative (PSR) to deliver extraordinary care to patients and customers. The role focuses on advocacy, verifying and updating patient insurance information, and collecting payments when applicable.

The PSR supports eligibility reviews and helps patients navigate programs to receive services. The position emphasizes friendliness, accuracy, and teamwork.

Qualifications

• High School Diploma or GED required.
• Minimum of two (2) years’ experience in a Dental office or fast-paced healthcare customer service environment.
• Experience in dental with scheduling and verifying insurances preferred.

Responsibilities

• Greet patients and visitors in a prompt, courteous and helpful manner with emphasis on customer service.
• Answer telephone calls and assess urgency of call. Take messages for Dental staff and back-office staff as needed.
• Schedule patient dental appointments and resolve scheduling conflicts; notify patients of changes or cancellations.

Skills

Customer service

Microsoft Office

Outlook

Teams

SharePoint

Epic EHR

Paycom

PolicyTech

Interpersonal communication

Education

High School Diploma or GED

Tools

Epic EHR

Paycom

PolicyTech

Job description

Job Details

Job Location: Indian Health Council-Rincon - Valley Center, CA 92082, Position Type: Full Time, Salary Range: $25.81 - $26.91 Hourly, Travel Percentage: None, Job Category: Admin - Clerical, 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
• 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 Patient Service Representative (PSR) is to provide "Extraordinary Care" to patients and customers through friendly, caring, courteous and professional services. A successful PSR 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. Completing these duties provides the PSR the opportunity to truly make a difference in the lives of many daily.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Greet patients and visitors in a prompt, courteous and helpful manner with emphasis on customer service.
• Answer telephone calls and assess urgency of call. Provides assistance or directs caller to appropriate person. Take messages for Dental provider staff and back-office staff as needed.
• Schedule patient dental appointments and resolve scheduling conflicts. Notify patients of changes/ cancellations and prioritize urgency of appointments for rescheduling.
• Work report for daily scheduled appointments.
• Update required patient information fields in the Practice Management System (Demographics, Insurance, Client Defined, Privacy) to ensure the Patient Record is complete and current.
• Verify 3rd party coverage and insurance and enter information into the Practice Management System.
• Verify and update patient address and phone number in each interaction with a patient.
• 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.). Assists patients with completion of forms.
• Check patients in for their appointments utilizing the most current check-in process established.
• Serve as a liaison to department personnel involving patient registration procedures.
• Assist patients/dentists with general insurance questions and benefits coverage to the best of their knowledge.
• Accept and process insurance copayments.
• 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 two (2) years’ experience in a Dental office or fast-paced, highly interactive healthcare customer service environment.
• Experience in dental with scheduling and verifying insurances preferred.

REQUIRED KNOWELDGE, SKILLS, AND ABILITIES

• Self-motivated with the ability to exceed patient expectations.
• Excellent organizational skills to effectively handle multiple tasks. Flexibility to support change, with varying schedules as necessary.
• Possess excellent interpersonal communication skills.
• Productivity Software: Microsoft Office 365; Word, Excel, PowerPoint, Email & Calendar Management (outlook), Teams (video conferencing and meetings), and Share Point.
• Electronic health records software (Epic preferred).
• Utilization of Paycom and PolicyTech systems.

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

• Respond promptly and with caring actions to patients and employees.
• Maintain professional working relationships with all levels of staff, patients, and the public.
• Be part of a team and cooperate in accomplishing department/organizational goals and objectives.

QUALITY MANAGEMENT

• Display knowledge of normal signs of human development and ability to assess and provide age-appropriate care.
• Contribute to the success of the organization by participating in quality improvement activities.

SAFETY

• Maintain current knowledge of policies and procedures as they relate to safe work practices.
• Follow all safety procedures and report unsafe conditions.
• Use appropriate body mechanics to ensure an injury free environment.
• Follow all infection control procedures including blood-borne pathogen protocols.

HIPAA/COMPLIANCE

• Maintain privacy of all patient, employee, and volunteer information. Access such information only on a need-to-know basis and for business purposes only.
• Comply with all regulations regarding corporate integrity and security obligations.
• Report unethical, fraudulent, or unlawful behavior or activity.

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