Patient Services Rep II- Senior Care Dental

The Nemours Foundation; Wilmington (DE); On-site; USD 38,000 - 46,000; Full time

Job summary

The Nemours Foundation seeks a Patient Service Representative II to support the dental department within Nemours SeniorCare and rotate to other departments as needed. You will greet patients, verify demographics and insurance, collect co-pays, and assist with appointment coordination.

Responsibilities include communicating with clinical staff, ensuring HIPAA compliance, reconciling payments, and completing end-of-day reports.

Qualifications

• High School Diploma required.
• Minimum one year of customer service experience.
• Dental assisting and/or dental office experience preferred.

Responsibilities

• Greet patients and families; follow AIDET protocols.
• Verify patient demographics and insurance at check-in.
• Collect co-pays and process payments; reconcile end-of-day totals.
• Coordinate appointments, referrals, and external service visits.
• Maintain HIPAA and patient confidentiality throughout all procedures.
• Communicate with clinical staff about waiting patients and status updates.

Skills

Customer service

Communication

HIPAA compliance

Scheduling

Cash handling

Education

High School Diploma

Tools

Epic EHR

Outlook

Teams

Job description

The PSR II is responsible for providing ancillary support to the dental department within Nemours SeniorCare. At times, may be assigned to provide support to other departments on a rotating basis dependent upon daily assignments. The PSR II is accountable for adherence to the policies and procedures of Nemours SeniorCare and is expected to perform designated business and patient care processes accurately and in a timely manner.

The primary function of the PSR II at Nemours SeniorCare is to ensure that patients and their families are provided the highest quality of care, access to services, and assistance with coordination related to patient visits, (i.e. transportation, medical clearances, referrals, office visit notes, and any other requisite requirements prior to receiving services).

Essential Functions:

1. Greet all patients and family members upon their arrival, AIDET protocol (acknowledge-introduce-inform about duration-explain-thank).
2. Accomplish tasks that are a part of the Nemours SeniorCare appointment business functions prior to and at the time of appointment check-in, visit and check-out. Duties may be specific to each department within SeniorCare. All general duties include but are not limited to:
   • Prepare for scheduled patient visits <=48 hours prior to the appointment of each patient using protocol established for each department within SeniorCare.
   • Make confirmation calls to ensure all visits are in confirmed status prior to the visit or per department protocol.
   • Confirm all referrals and necessary external medical visit documentation for the days’ visits are obtained.
   • At the time of patient check-in, while maintaining patient confidentiality and all aspects of HIPAA:
     • confirm all patient personal demographic information.
     • confirm patient identification with two identifiers as approved by Nemours.
     • confirm current medical insurance information
     • prepare, complete and/or collect consents and all other required documents.
     • scan insurance cards and other important documents.
     • collect and post co-pays, pre-estimates, and past due balances.
     • achieve registration accuracy percentage of => 95%.
   • Schedule follow up appointments and/or help guide patient/family to appropriate referred external service using available resources dependent on participating insurance coverage.
3. Throughout shift, regularly communicate with clinical staff in the assigned work area regarding the status of waiting patients, particularly those who have been waiting more than ten minutes and then with waiting patients/families to ensure they have status updates on their appointment.
   • communicate clinic status to families in the waiting area using the principles of AIDET.
   • contact manager with problem situations or when assessment is that service recovery is necessary.
4. Accurately reconcile payment collections at the end of each shift, as per cash collections policy, and completes end of day (EOD) reports including DCRF and LDCRS.
5. Complete assigned work queues daily.
6. Maintain computer and electronic system competency including but not limited to processes for:
   • scheduling, appointment cancellations and order entry for EHR system, EOD status changes, work queue processing, posting payments using credit card device, use of scanner device and electronic insurance verifications.
7. Maintain inventory of clerical supplies and ensure the work environment and outpatient waiting room is in an orderly and clean condition to ensure patient safety and security.
8. Complete EOD (end of day) report.
9. Other duties that may be assigned by manager/supervisor include:
   • Schedule and cover the phones between check-in and check-out duties as necessary or determined by supervisor. This responsibility may include scheduling:
     • incoming calls
     • maintaining Epic in-basket, Secure Chat, Outlook and Teams regarding clerical functions for scheduling and office communication
     • recalls
     • patients from waitlist
     • clinic cancellations

Job Requirements:

High School Diploma

Minimum one year of experience performing customer service required.

Dental Assisting and/or Dental Office experience highly preferred