POSITION SUMMARY

Performs a variety of administrative, general reception, insurance, and data entry duties in a cheerful and efficient manner while promoting a safe environment of minimal stress, including but not limited to the following areas: public relations, practice promotion, facility utilization, and risk management.

Responsible for welcoming/dismissing patients in a warm and friendly manner.  Assists the patient in scheduling any procedures or follow-up visits and provides any necessary instructions to the patient, collects co-payments, and provides a receipt for payment to patients. Answers the telephone, schedules appointments, assists with patient finances, prints and mails statements, maintains patient records, and coordinates patient flow.

Maintains patient account information, inactivating charts when necessary, routing x-rays to the doctor for review, managing re-care and reactivation, miscellaneous correspondence and public relations duties, and purging patient charts on a quarterly basis. Responsible for accurate documentation of all patient communications in the chart and Practice Management system. 

PHYSICAL REQUIREMENTS

Must be able to meet the physical requirements and demands of an active position, including but not limited to: extended durations of standing, walking, stooping, bending and sitting; manual dexterity; good eye-hand coordination; visual abilities (depth perception, ocular focus, close vision, color vision, and peripheral vision), and adequate hearing to perform daily work. Must be able to adjust physically and emotionally to a spontaneous, often fast-paced and hectic environment with a calm professional demeanor.

COMPETENCIES

Exceptional patient relations skills

Ability to maintain outgoing, friendly attitude with patients and staff even under pressure

Ability to work with interruptions and to manage multiple priorities

Ability to speak, understand and write English

Knowledge of correct grammar, spelling, and punctuation

Knowledge of organizational filing procedures and systems

Proficiency in alphabetizing and filing

Ability to write legibly and work with numbers

Ability to meet deadlines

Ability to work unsupervised

Ability to perform essential duties listed in the Daily Tasks under the Completed Task inventory

SKILLS

Computer (Microsoft Word, Excel spreadsheets, dental software, Internet, and E-mail)

Business machines (fax, copier, scanner, credit card terminal, multiple phone lines)

Facilitation, problem solving, and presentation skills

Leadership (professionalism, discretion, integrity, honesty, dedication and punctual)

SPECIFIC DUTIES

OFFICE PROTOCOL

(certain tasks assigned to this role are shared with Financial Coordinator, Treatment Coordinator or Practice Administrator or are assigned as back-up duty)

• Opens front office on time according to front office procedures and protocol
• Answers the telephone per the Telephone Skills Protocol – First Voice on the Phone
• Checks voicemails and answer incoming calls
• Checks all emails at onset of the day and every 2-3 hours
• Checks in patients and greet by name, alert staff of arrival
• Turns on the voicemail system at closing
• Backs up computer system
• Closes the front office according to office procedures and protocol
• Informs Practice Administrator of any non-functioning equipment 
• Informs Practice Administrator of any office supplies needs always keeping low costs in mind

RECORDS MANAGEMENT

• Gathers, update and maintain patient contact and insurance information
• Documents all New Patient referral sources and emails
• Scans all pertinent patient documentation
• Prepares patient info and records (xrays) for next day’s appointments by importing and/or scanning into patient’s electronic chart
• Assists with all insurance claims, questions and follow-up when needed

SCHEDULING MANAGEMENT 

• Greets and welcomes patients and visitors using office protocol
• Stands to greet New Patients, using eye-contact and office protocol for check-in
• Confirms all unconfirmed appointments 48 hours in advance
• Optimizes utilization of patient communication system (Opera DDS) for new and existing patients
• Ensures welcome registration and link is sent out to all new patients prior to appointment
• Verifies insurance for the next day and 2 days ahead for new patients 
• Completes the New Patient Intake as coached to encourage new patient to keep appointment
• Checks in all patients using office protocol and announces arrival
• Coordinates patient flow with Assistants
• Ensures medical history forms and HIPAA forms have been updated by patients
• Keeps reception area tidy, organized and stocked
• Prepares and mails out  or emails all thank you cards/new patient letters
• Is responsible for Recall System and manages reactivation of overdue patients
• Follows up on no shows and cancellations the same day and any additional follow up
• Updates ASAP Lists
• Is responsible for filling the hygiene schedules and keeping them filled to assist in exceeding goals
• Makes calls and send letters to reactivate patients
• Contacts new patients not scheduled in hygiene
• Collects payments at front desk as a back-up 
• Ensures next appointment for recare and if needed, appointment with the doctor is reserved 
• Posts checks as a back-up
• Follows up with Practice Administrator on any patient concerns and/or complaints 
• Provides progress reporting and data monthly 

Office Participation

• Is an active participant in team meetings
• Promotes team concept by interacting with others in the office & NO gossip rule
• Represents office with pleasant demeanor, positive attitude, and personal grooming
• Knows and support office philosophy and mission
• Promotes the practice with enthusiasm and represent the practice philosophy for patient care and teamwork
• Enlists the help of others and offer help when asked
• Knows and follow all office policies and manuals
• Prepares for and fully participates in morning huddle

Performs all other duties as requested by the Practice Administrator and Doctor