Lead Patient Experience Representative- Dentistry

Position Summary

The Lead Patient Experience Representative (PER) oversees clinic administrative operations and supports an exceptional patient and family experience. This role provides advanced administrative support, coordinates patient services, supports clinic workflows, leads designated staff, and serves as a resource for operational processes.

Key Responsibilities

Customer Service

• Deliver exceptional service to patients, families, visitors, providers, and staff.
• Respond to inquiries regarding clinic and hospital policies, procedures, and services.
• Resolve complex patient concerns and escalated service issues.
• Register, screen, and direct patients and visitors while coordinating care with internal and external partners.

Patient Registration & Financial Coordination

• Verify and maintain patient demographic, insurance, referral, and clinical information.
• Obtain, document, and track authorizations, referrals, and insurance verifications.
• Support patient intake, discharge, EMR documentation, billing-related activities, and reimbursement processes.
• Collect and process patient payments when applicable and facilitate communication with Financial Counsel.

Scheduling & Patient Flow

• Schedule and confirm appointments, tests, procedures, surgeries, and consultations.
• Coordinate schedules, obtain required authorizations, and address scheduling issues.
• Monitor patient flow and collaborate with clinical staff to support efficient operations.
• Participate in shift handoffs and team huddles.

Administrative Operations

• Provide administrative support to physicians, supervisors, and clinic teams.
• Coordinate meetings, events, conferences, calendars, correspondence, and communications.
• Manage records, forms, supplies, equipment inventory, requisitions, and document distribution.
• Coordinate ancillary services with internal departments and support general office operations.

Staff Training & Leadership

• Train, onboard, and support staff on systems, policies, procedures, and workflows.
• Serve as a resource for operational, payer, billing, and customer service requirements.
• Provide coaching, guidance, and problem-resolution support.
• Communicate process, technology, and policy updates.

Patient Experience Leadership

• Lead and monitor designated patient experience staff.
• Assign and prioritize work, provide feedback, and support performance management activities.
• Assist with resolving complex administrative and patient service issues.
• Promote a collaborative, patient-centered environment.

Technology & Process Improvement

• Utilize clinical, scheduling, billing, communication, and Microsoft Office systems.
• Support patient portal enrollment and multiple visit workflows.
• Participate in process improvement initiatives and implementation of operational changes.
• Identify opportunities to improve efficiency, service quality, and patient satisfaction.

Minimum Qualifications

Education

• High School Diploma or GED required; Bachelor's degree preferred.

Experience 

• Minimum 2 years of healthcare, administrative, or customer service experience.
• Advanced proficiency with Microsoft Office and business applications.
• Ability to serve as a subject matter resource, troubleshoot issues, and coach others.
• Strong customer service, communication, interpersonal, and teamwork skills.
• Demonstrated ability to work effectively with diverse stakeholders.
• Strong organizational skills, attention to detail, and ability to manage competing priorities.
• Ability to resolve patient concerns with professionalism, empathy, and sound judgment.