Job Brief
Bilingual Dental Patient Service Representative

Description

The Bilingual Patient Service Representative (“PSR”) is the initial contact for all patients and visitors. Bilingual PSR’s be detailed oriented with good interpersonal skills and have the ability to provide quality customer service. Bilingual PSR’s are responsible for greeting patients and visitors in a professional manner, answering phones and returning calls promptly using excellent customer service skills, scheduling and rescheduling appointments, assisting/directing patients with questions and inquiries, collecting accurate demographic information and entering into medical records system accurately, insurance verifications, organization, understanding and being able to explain payment options for patients that are uninsured, understanding policies and procedures for appropriately checking patients in and out of the medical records system.

Principal Responsibilities:

• Arrive at workstations on time, ready to work, and demonstrate minimal absenteeism.
• Routinely demonstrate superior customer service skills. Communicate with patients and visitors in a courteous, professional, mature, and cooperative manner. Greet patients with a smile and appropriate eye contact to help determine the best way to meet their needs
• Answer telephones in a timely, professional, and polite manner to make a determination on the best way to meet the caller’s needs.
• Listen attentively to patients needs/concerns; demonstrate empathy
• Obtain current patient information from established and new patients
• Accurately enter/update patient information in electronic medical records system
• Identify payer source, verify insurance eligibility (and obtain authorizations for services when necessary) daily, financial status, and assign correct pay type in electronic medical records system
• Assist with completion of paperwork when necessary
• Check patients in and out utilizing the electronic medical records system
• Schedule appointments and reschedule appointments when needed via phone and in person utilizing the electronic medical records system
• Call no show appointments to reschedule utilizing the electronic medical records system
• Have a thorough understanding of co-pays, deductibles, co-insurance, ICD-9 codes, CPT codes and diagnoses. Understand the importance of these components relative to generating revenue for the organization
• Collect co-pays and make attempt to collect any past due patient balances from patients prior to checking patient in for visit
• Protect/observe patient confidentiality per policies and procedures
• Print schedules for next day appointments and provide reminder calls the day prior to patient’s appointments. Verify insurance with patients during reminder calls
• Ensure that charges are processed for each patient after visit; if there are discrepancies with charges speak with provider to have corrections made in order for timely processing
• Recognize and respond appropriately to irate patients and emergency situations
• Accurately manage cash drawer, reconcile charges for the day, prepare daily deposits, correctly prepare daily batch reports to reconcile with sign in sheets and forward reports to appropriate departments
• Audit end of day reports
• Thoroughly understand the Good Samaritan Program (GSP) and provide clear, concise, professional instructions for patients who make application for the GSP. Collect pertinent information from the patient so appropriate that eligibility can be determined
• Perform routine administrative duties which may include researching patient data, copying, filing, printing and distributing reports, etc.
• Monitor the waiting room(s) frequently to maintain a professional, comfortable medical office to help ensure a pleasant patient experience
• Must have the ability to multi-task effectively
• Communicate and interact effectively with all organizational staff in a professional, courteous, and pleasant manner
• Must be able to work as a member of a team of professionals to provide patients with the best patient experience possible
• Demonstrate initiative in improving office processes

Education & Experience :

• High School diploma or GED
• Prior experience working in a medical office setting
• Experience in providing quality customer service preferred; must be able to work with diverse clientele
• Good written and verbal communication skills
• Must have experience working with computers and other office equipment (i.e., copiers, scanners, etc.)
• Bilingual (English/Spanish) highly preferred.

The above information is intended to describe the most important aspects of the job. It is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required in order to perform the work.

Cooperative Health provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Cooperative Health complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfers, leaves of absence, compensation and training.

Job Type: Full-time

Pay: $15.00 - $18.00 per hour

Benefits:

• 403(b)
• Dental insurance
• Disability insurance
• Employee assistance program
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Tuition reimbursement
• Vision insurance

Healthcare setting:

• Clinic

Schedule:

• 8 hour shift
• Monday to Friday

Education:

• High school or equivalent (Preferred)

Language:

• Spanish (Required)

Work Location: One location