Patient Services Rep II- Senior Care Dental

Nemours; Wilmington (NC); On-site; USD 32,000 - 45,000; Full time

Job summary

Nemours SeniorCare is seeking a Patient Service Representative II to provide essential front-desk support for the dental department, with potential rotating assignments to other departments as needed. You will help patients navigate visits, verify information, and ensure HIPAA-compliant handling of data.

Key duties include greeting patients using AIDET, checking in/out, arranging referrals, collecting co-pays, and coordinating with clinical staff to keep appointments on schedule.

Qualifications

• High School Diploma.
• Minimum one year of experience performing customer service.
• Dental assisting and/or Dental Office experience highly preferred.

Responsibilities

• Greet patients and family members; verify demographics and insurance.
• Assist with check-in/check-out using HIPAA guidelines and AIDET protocol.
• Manage pre-visit tasks and confirm referrals and necessary documents.
• Collect and post co-pays, pre-estimates, and balances, ensuring accuracy.
• Schedule follow-up appointments and coordinate with clinics as needed.
• Reconcile payments and complete end-of-day reports per policy.

Skills

Customer service

Communication

HIPAA compliance

AIDET protocol

Education

High School Diploma

Tools

Epic EHR

Outlook

Teams

Scanner

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:

Greet all patients and family members upon their arrival, AIDET protocol (acknowledge-introduce-inform about duration-explain-thank). 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.

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.

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. Complete assigned work queues daily. 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.

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. Complete EOD (end of day) report. 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

About Us

Nemours Children's Health is an internationally recognized pediatric health system serving more than 1.7 million patient encounters each year. We deliver care across six states through two freestanding children's hospitals - Nemours Children's Hospital, Delaware and Nemours Children's Hospital, Florida - along with a network of more than 80 primary, urgent, and specialty care practices and more than 40 hospital partnerships.

Backed by the Nemours Foundation and Alfred I. duPont Trust, our $1.7B nonprofit system is dedicated to improving children's health through clinical care, research, education, advocacy, and prevention. Our Whole Child Health approach focuses equally on prevention and treatment, partnering with communities to help every child thrive.

Inclusion and belonging guide our strategy and growth. We are committed to culturally relevant care, reducing health disparities, and fostering an environment where every associate, patient, and family feels supported and valued.

Learn more at Nemours.org .