Patient Service Representative- Dental

Position Summary:

The primary purpose of this position is to greet and assist patients and visitors, manage incoming phone calls and messages, and provide information in a professional, courteous manner. The role ensures smooth patient registration, communication, and coordination within the dental office or medical office.

Job Responsibilities:

• Greets and registers patients in a polite, prompt, helpful manner.

• Verifies and updates patient information per established patient registration procedures.

• Copies new/updated insurance cards and scans into our electronic health record

• Updates insurance information during the check in process

• Verifies eligibility of insurance and informs patients of payment/financial responsibilities.

• Collects co-payments and amounts due, as applicable; provides each patient a receipt.

• Notify the dental team through patient tracking systems when a patient is registered and waiting.

• Provide interpretation and translation services for staff and patients as needed (Bilingual PSR only).

• Schedule new and existing patients per approved medical and dental guidelines.

• Schedule routine exams, follow-ups, and procedures during check-out.

• Answer incoming telephone calls and direct them to the appropriate personnel.

• Follow proper phone etiquette and correctly identify oneself on all calls, per TAPM policy.

• Monitor and contact patients on recall or waitlists as appropriate.

• Comply with all company safety and health policies and procedures.

• Document dental triage calls including patient name, DOB, contact details, and symptoms; forward to dental team via task system as needed.

• Maintain a clean and organized waiting area throughout the day.

• Assist medical front office and medical records staff as needed.

• Perform closing procedures:

• Balance cash drawer and verify insurance forms at day's end.

• Turn in collected co-payments.

• Organize and prepare documents for filing.

• Power down monitors, copiers, and lights; secure the front entrance.

• Print the final daily schedule to confirm all registered and treated patients.

• Prepare daily reports for "no-show" patients and follow up per no-show policy.

• Adapt to changing situations and priorities.

• Perform additional duties as assigned.

Preparation and Training:

Job duties require a high school education with additional specialized courses. Must be proficient in English oral and written communication. Bi-Lingual Assistants must also be proficient in Spanish both oral and written communication. Must have a working knowledge of data processing equipment, computers (Excel, word processing), telephones, and such typical office machines and equipment. Must maintain excellent customer service abilities. Must maintain current NC driver's license for occasional outside travel.