Principal Duties and Responsibilities (Essential Functions**):
• Patient Consultations: Conduct initial consultations with new patients to gather comprehensive medical and dental histories, address patient concerns, and introduce the practice's policies and services.
• Patient Advocacy: Collaborate closely with dentists and specialists to develop thorough treatment plans, presenting options to patients to aid in the patient’s understanding of recommended procedures, timelines, and potential outcomes. Assist patients in understanding the importance and urgency of recommended treatments. Uncover and address patient’s barriers for completing treatment.
• Financial Coordination: Estimate and communicate treatment costs, verification of insurance coverage, and clarification of insurance benefits, coverage limits, and co-payments. Guide patients through payment options, including financing and payment plans, ensuring clarity and transparency in financial maters.
• Financial Management: Understands the financial needs of the patient and practice by presenting fees and giving estimates for treatment, documenting financial arrangements/commitments to pay, and adhering to all company financial policies. Maximizes the sales/number of services closed by informing patients about the benefits, risks, and costs of various treatments; selling the skills of the dentist; emphasizing the value of the needed services in relation to the cost. Monitors office case acceptance rates and partners with local management and support members to obtain a high percentage of case acceptance.
• Appointment Scheduling: Schedule appointments based on treatment plans, taking into consideration the urgency and complexity of procedures. Optimize the schedule for efficiency, minimizing gaps and maximizing patient flow. Handle rescheduling requests, cancellations, and ensure that the schedule aligns with the urgency and complexity of treatments.
• Insurance Coordination: Verify patient insurance coverage and eligibility, submit insurance claims accurately and in a timely manner, and diligently follow up on outstanding claims, resolving any billing issues that may arise.
• Patient Education: Educate patients on oral health, preventive care, and the importance of recommended treatments. Provide information about post-treatment care and maintenance.
• Communication and Engagement: Communicate effectively with patients, ensuring they understand treatment options and financial responsibilities. Use active listening and empathy to build rapport and trust with patients. Engage patients in their oral health by involving them in decision-making.
• Record Keeping: Maintain accurate and up-to-date patient records, including treatment plans, insurance information, and communication history. Ensure compliance with patient privacy regulations, such as HIPAA.
• Follow-Up and Support: Follow up with patients after appointments to ensure their satisfaction and address any concerns. Provide ongoing support and information as needed throughout the course of treatment.
• Coordination of Care: Collaborate with other dental professionals, specialists, and support staff to coordinate patient care. Facilitate communication between different members of the dental team to ensure seamless treatment.
Work Environment:
This job operates in a medical/clinical/office environment. This role routinely uses standard office equipment such as
computers, phones, photocopiers, filing cabinets and fax machines.
Physical Demands:
The employee frequently is required to talk and hear; stand for long periods of time; walk; use hands to handle or feel; and reach with hands and arms. The employee must frequently lift and/or move objects up to 25 pounds.
Competencies:
• Quality of Work – Consistently produces acceptable quality of work and only requires a reasonable amount of supervision.
• Initiative – Demonstrates a strong work ethic. Takes the appropriate risks and focuses on outcomes. Needs only a reasonable level of supervision.
• Communication – Demonstrates effective listening skills. Maintains eye contact. Focuses on content. Is thoughtful and articulate when speaking with others. Has good written and oral communication skills.
• Customer Service – Is attentive and responsive to the needs of others. Handles difficult situations with patience, tact and grace. Accurately identifies and anticipates needs. Flexible with making adjustments in service delivery.
• Punctuality/Time Management – Is reliable and punctual to work and all meetings, functions and training. Fulfills commitments on time that contribute to team goals.
• Ensures Accountability – Holds self and others accountable to meet commitments.
• Action Oriented – Taking on new opportunities and touch challenges with a sense of urgency, high energy and enthusiasm.
• Collaborates – Building partnerships and working collaboratively with others to meet shared objectives. Partners with others to get work done. Gains trust and support of others.
