Patient Experience Rep.

About the Job

The Patient Experience Representative plays a key role in delivering exceptional service to patients and ensuring a smooth, welcoming experience at the school of dentistry clinics. This position is responsible for greeting and assisting patients, managing appointment schedules, handling patient inquiries (in person, by emails, by phone), processing payments, and coordinating communication between patients and clinical staff.

The work hours are 7:45 a.m. - 4:30 p.m., Monday - Friday. This in-person position requires regular and reliable attendance. The person in this position is considered an essential personnel and is 100% on-site.

Healthcare position. Bargaining unit consideration begins on 4/1/2026 and ends on 4/8/2026.

Key Competencies

Customer Service:

Provide exceptional customer service to patients, students, faculty, and staff:

• Welcome patients, students, staff, faculty, and visitors in a warm and courteous manner
• Prioritize the needs of each customer in every interaction
• Employ active listening to fully understand each customer's concerns
• Demonstrate empathy and genuine care for every individual
• Collaborate effectively and take initiative to fulfill customer needs
• Manage challenging situations with professionalism, respect, and a solution focused approach
• Assess the reason for each encounter and guide individuals to the appropriate destination

Daily Duties

Patient Interaction & Appointment Management - 40%

• Greet and check in patients professionally; ensure accuracy of personal and insurance information
• Schedule, reschedule, and confirm appointments in-person and by phone
• Communicate wait times, appointment details, and clinic protocols clearly
• Route patients appropriately based on clinical needs and appointment types

Patient Registration & Records - 25%

• Complete and review patient registration for accuracy and completeness
• Maintain up-to-date, confidential patient records in compliance with HIPAA
• Prepare materials for new patient visits and coordinate documentation needs

Payment & Insurance Processing - 10%

• Collect co-pays and fees following University of Minnesota cash handling procedures
• Verify insurance eligibility and benefits using electronic systems
• Ensure accurate, timely entry of patient and insurance information

Communication & Administrative Support - 10%

• Manage incoming calls; respond or direct inquiries appropriately
• Coordinate communication between clinic staff and scheduling coordinators
• Assist with general clerical tasks including scanning, copying, and documentation
• Support emergency scheduling needs and interpreter arrangements

Student & Educational Clinic Support - 10%

• Provide administrative and scheduling support to dental students and residents
• Process appointment requests and patient/student transfers efficiently
• Communicate clinic and scheduling policies professionally and diplomatically

Other Duties as Assigned - 5%

Qualifications

Required Qualifications

• Business college, office skills training, university level education, clerical experience involving contact with the public, or a combination of the above totaling four years
• Must be able to communicate verbally and in writing; in clear understandable English
• Demonstrated excellent communication skills with individuals from diverse backgrounds
• Experience in customer service positions requiring direct and indirect interaction with patients, clients, or customers from diverse backgrounds
• Demonstrated ability to be detailed oriented and manage patient intake, student check-out with a positive and friendly demeanor
• Must be a team player, working collaboratively with co-workers and faculty
• Demonstrated ability to function with multiple priorities and interruptions
• Regular and reliable attendance

Preferred Qualifications

• One (1) year of medical and/or dental clerical experience to include keyboarding experience and experience interacting with people (i.e. receptionist, switchboard, etc.)
• Experience scheduling patients electronically in an electronic health record in a medical or dental office/clinic/hospital
• Extensive experience working with a diverse population and working with interpreters
• Experience as a dental/medical receptionist or Call Center
• Experience using data look-up and data entry functions on a PC-based computer system
• Demonstrated ability to organize work under pressure
• Demonstrated advanced oral communication skills
• Demonstrated advanced written communication skills
• Experience with validating insurance information, prior authorizations, and following up on insurance claims is a plus

About the Department

The University of Minnesota School of Dentistry is the state's only dental school and the only dental school in the northern tier of states between Wisconsin and the Pacific Northwest. The School of Dentistry advances health through scientific discovery, innovative education, and the highest quality care for all communities. Our impact extends beyond dental offices to classrooms and clinics throughout the region. We educate dentists, dental specialists, dental therapists, dental hygienists, dental educators, and research scientists.

Pay and Benefits

Pay Range: $21.63 - $28.11; depending on education/qualifications/experience

Time Appointment: 100% Appointment

Position Type: Civil-Service & Non-Faculty Labor Represented Staff

Please visit the Office of Human Resources website for more information regarding benefit eligibility.

The University offers a comprehensive benefits package that includes:

• Competitive wages, paid holidays, and generous time off
• Continuous learning opportunities through professional training and degree-seeking programs supported by the Regents Tuition Benefit Program
• Low-cost medical, dental, and pharmacy plans
• Healthcare and dependent care flexible spending accounts
• University HSA contributions
• Disability and employer-paid life insurance
• Employee wellbeing program
• Excellent retirement plans with employer contribution
• Public Service Loan Forgiveness (PSLF) opportunity
• Financial counseling services
• Employee Assistance Program with eight sessions of counseling at no cost
• Employee Transit Pass with free or reduced rates in the Twin Cities metro area

How To Apply

Applications must be submitted online. To be considered for this position, please click the Apply button and follow the instructions. You will have the opportunity to complete an online application for the position and attach a resume.

Additional documents may be attached after application by accessing your "My Job Applications" page and uploading documents in the "My Cover Letters and Attachments" section.

To request an accommodation during the application process, please e-mail employ@umn.edu or call (612) 624-8647.

Diversity

The University recognizes and values the importance of diversity and inclusion in enriching the employment experience of its employees and in supporting the academic mission. The University is committed to attracting and retaining employees with varying identities and backgrounds.

The University of Minnesota provides equal access to and opportunity in its programs, facilities, and employment without regard to race, color, creed, religion, national origin, gender, age, marital status, disability, public assistance status, veteran status, sexual orientation, gender identity, or gender expression. To learn more about diversity at the U: http://diversity.umn.edu

Employment Requirements

Any offer of employment is contingent upon the successful completion of a background check. Our presumption is that prospective employees are eligible to work here. Criminal convictions do not automatically disqualify finalists from employment.

About the U of M

The University of Minnesota, Twin Cities (UMTC)

The University of Minnesota, Twin Cities (UMTC), is among the largest public research universities in the country, offering undergraduate, graduate, and professional students a multitude of opportunities for study and research. Located at the heart of one of the nations most vibrant, diverse metropolitan communities, students on the campuses in Minneapolis and St. Paul benefit from extensive partnerships with world-renowned health centers, international corporations, government agencies, and arts, nonprofit, and public service organizations.

At the University of Minnesota, we are proud to be recognized by the Star Tribune as a Top Workplace for 2021, as well as by Forbes as Best Employers for Women and one of America's Best Employers (2015, 2018, 2019, 2023), Best Employer for Diversity (2019, 2020), Best Employer for New Grads (2018, 2019), and Best Employer by State (2019, 2022).