Dental Front Desk

Job Summary:

The Dental Front Office Clerk is the Dental Center’s first and last contact with the patient and therefore sets the tone for the current visit and for the future acceptance of the Dental Center. Must be able to communicate well with patients, their family members, and staff members of Blue Ridge Dental (and Medical) Center and remain calm under pressure. The Clerk must be able to request confidential patient information tactfully and be able to handle it discreetly. The Dental Front Office Clerk supports the Dental Center staff with providing oral health services and must deliver quality and compassionate care to all. May also be assigned to special projects and must demonstrate a sincere dedication and loyalty to the mission, vision and core values of BRMC. The Clerk performs all dental front office tasks and maintains safe and efficient patient flow by performing the following duties:

Essential Job Duties and Functions:

1. Maintains the cleanliness and appearance of the dental waiting area and front office. Assures lobby restroom is clean and stocked. Contacts Facility Services if there are maintenance and/or custodial needs. Assures face masks and hand sanitizer is available to patients.
2. Maintains friendly, supportive, and instructional customer service at all times. De-escalates customer concerns.
3. Detects early if issue cannot be resolved and involves leadership.
4. Requests patients who present with symptoms of an illness (examples may include coughing sneezing, runny nose, etc.) to wear a mask. If a patient refuses, make a note in the patient’s chart for the clinical staff.
5. Must answer in-coming calls within 3 rings. May place on hold but gets back to caller as quickly as possible. If calls go to voice mail (after-hours, lunch break, etc.), all voice messages will be checked and appropriately addressed on the same day received.
6. Uses 2-patient identifiers (full name and date of birth) during check-in and check-out process.
7. Responds appropriately to patient questions. Seeks guidance for issues that are of clinical concern. Create and manage telephone encounters with accuracy as appropriate.
8. Operates computer database using two patient identifiers to perform all necessary functions in the medical and dental software. Performs other computer operations as necessary.
9. Triages patient phone calls and schedule patient appointments according to emergency, complexity of treatment and the availability of appointments.
10. Completes patient appointment reminder calls and notifies dental patients and affected staff of cancellations and/or scheduling changes in a timely manner.
11. Ability and willingness to assist in the performance of all Front Office operations for Dental (and Medical). May be required to function is both the check-in and check-out roles as needed. May be assigned to provide Front Office coverage at other BRMC sites as needed.
12. Balances cash box at the end of her/his shift.
13. Updates job knowledge by completing mandatory training programs and participating in educational and employee training opportunities and meetings as available.
14. Understands BRMC policies and procedures and assists in their consistent enforcement.
15. Performs other duties as assigned by CFO.

Check-in Job Functions:

1. Opens doors at the beginning of the day, disarms the alarm system.
2. Switches phone system off of the after-hours call service prior to opening.
3. Prints visit sheet, checks for additions or cancellations. Calls patients at least 24 hours prior to the scheduled appointment to confirm patient’s plan to attend. Have a copy available for the Dental Assistants.
4. Assures providers’ schedules are filled. For openings or cancellations, uses the wait and bump lists to contact patients to schedule appointments.
5. If patient does not confirm his/her appointment through the automated notification system, Clerk will contact patient via phone 24 hours in advance of scheduled appointment to confirm patient’s intent to attend.
6. For openings in the providers’ schedules and/or for patients who cancel his/her appointment, Clerk will utilize the wait/bump lists to contact patients to fill openings.
7. For openings of cancellations earlier in the day, contacts patients scheduled either later in the day or later in the week to see if they can accept an earlier appointment time. Then, uses wait and bump lists to fill in the openings in the afternoon or later in the week.
8. Asks patient to state correct address and phone number; updates history and physical (H&P) form; takes an updated photo at least once per year or if there are noted changes in appearance; updates emergency contact information and verifies person(s) on the patient’s need-to-know list. These are to be addressed at every visit.
9. Obtains a copy of the patient’s insurance card and Identification, verifies information is correct and current, then scans cards into the patient’s documents. Also required at every visit.
10. Collects co-pays and attempts to collect any balances. Documents any necessary information in the EHR for the Dental Revenue Cycle Specialist to follow-up on any insurance and/or balance issues.

Check-out Job Functions:

1. If patient does not confirm his/her appointment through the automated notification system, Clerk will contact patient via phone 24 hours in advance of scheduled appointment to confirm patient’s intent to attend.
2. For openings in the providers’ schedules and/or for patients who cancel his/her appointment, Clerk will utilize the wait/bump lists to contact patients to fill openings.
3. Obtains any necessary Medical Records needed for the provider prior to the visit.
4. Collects Slide B, C, and D fees, depending on the outcome of the visit/procedure(s).
5. Schedules follow-up or next appointment according to insurance requirements. Attach the procedure codes to the appointment (instead of writing a description).
6. Requests Dental Revenue Cycle Specialist to obtain prior authorizations before patient’s next appointment.
7. Arranges all patient referrals and communicates with patients. Sends referrals and x-rays to the referred practice/provider.
8. Provides school/work excuses as needed for the patient and/or responsible party of the patient.
9. Switches phones over to after-hours call service at the end of shift and when no one in offices is accepting calls for the day.
10. After closing and if the last person in building, ensures that the Dental Clinic is properly closed, locked and the security system is activated prior to leaving.

Additional Responsibilities:

1. Responsible for ensuring all aspects of the revenue cycle are met including but not limited to: ensuring all data is present and accurate for proper billing, obtaining any pre-authorizations and waivers required by insurances, properly checking and verifying insurance and/or sliding scale eligibility, ensuring all patient information including patient registration is current and updated, collecting all patient demographic information required for UDS, and accurate time of service payment collections and posting.
2. Explain payment/collection policies and procedures to patients. Review and explain patient treatment plans and all aspects of dental billing with patients.

Compensation Range: $15.81-$18.51/hr