QUALIFICATIONS:

Required Testing:

Data Entry test (4000 keystrokes) Dental Terminology Test

Required:

High School diploma or GED

Meets one of the following:

Graduate of a formal training program in medical reception, an equivalent program, or a customer service program

Two years experience as a medical or dental receptionist, or medical/dental insurance processing

Two years experience in a customer service position

One year experience using data look-up and data entry functions on PC based computer system

One year customer service experience either via telephone or in-person within the last five years

Demonstrated ability to organize work under pressure

Demonstrated ability to function with multiple priorities and interruptions

Excellent oral communication skills

Excellent written communication skills

Preferred:

Experience working in a dental clinic.

PHYSICAL REQUIREMENTS:

Ability to sit or stand for prolonged periods of time, and has at least limited mobility. Oral and written communications with customers requires adequate speech, vision, and hearing. Proficiency in English is required. Proficiency in other languages may be required. Use of a telephone and computer terminal. Also requires adequate hand writing and manual dexterity skills.

POSITION PURPOSE:

The Dental Receptionist is, generally, the first point of contact for a patient seeking care in a dental clinic and shares responsibility with other staff for providing a satisfying experience for patients and other customers. The Dental Receptionist fields a wide range of questions about the operations of a clinic, facilitates the process of appointing the patient for care and collects payments for non-covered services at the point of service. To a large degree, the efficient use of resources in a dental clinic is determined by the effectiveness of scheduling patients. The Dental Receptionist is the position where the day-to-day execution of the clinic’s scheduling process takes place.

Service excellence is to be centered on patient care and patient relationships and is the responsibility of all employees.  Teamwork is the norm and all employees will be held accountable to work as effective team members.

ACCOUNTABILITIES:

1. Patient Communication:

Interacts positively and professionally with patients and other customer contacts, both in person and through phone communications. 

Understands operations of the clinic and policies and procedures of the company to effectively, accurately and completely provide information to and obtain information from patients and other contacts.

Takes and relays messages requiring follow-up to appropriate persons.

Is knowledgeable about and behaves in a manner consistent with the company’s patient service expectations/standards.

 

2. Appointment Scheduling:

Schedules patient appointments using principles and protocols to productively schedule and maintain efficient provider schedules. Appointment lengths need to be varied based on the treatment being done. Often a patient will be treated by 2 providers in the same visit. This integration of provider schedules needs to be as seamless as possible for the patient.

Exercises sound judgment, consistent with established guidance from provider’s parameters, in determining urgency of patient’s need to be seen by a provider and in scheduling appointments. When unclear, seeks assistance from care staff.

Takes initiative to contact patients potentially available with short notice to fill open time in provider schedule.

Contacts patients to confirm future appointments.

Contacts and facilitates scheduling of treatment with staff or contracted specialty providers according to guidance from general dentist. Notifies patients of co-payments, coordinates transfer of appropriate information to the referral provider, and provides necessary information to the patient.

 

3. Patient Records and Charges for Services:

Reviews patient records prior to appointment to assure necessary information is available and updated, including insurance information. Seeks updated information from patient when needed. Determines that all patient insurance coverages are set-up appropriately in dental practice system.

Communicates patient charges for future appointed treatment (unless special payment arrangements are established) to the patient.

Establishes payment plans with patients for treatment plans and charges that aren’t complex.

Collects patient charges at point of service for co-insurance or non-covered services, applying established patient payment guidelines. Creates appropriate record of patient charges and payments received.

Reconciles own charge, payment and account adjustment activities.

 

4. Working with Colleagues:

Interacts with co-workers in a courteous and respectful manner.

Participates in the work unit’s efforts to share ideas and concerns and problem solving that lead to improved effectiveness of the work unit.

Assists co-workers in performing tasks within the scope of the receptionist position to equalize workloads and promote the smooth and effective function of the work unit.

 

5. General Accountabilities:

Is capable of performing the duties of other dental clerical positions and to act on back up to these positions when necessary.

Collects data, tracks information and prepares reports as required.

May be called on by management of the clinic to perform other duties not specified here that are consistent with the skills and responsibilities of the position in order to meet patient needs.