DENTAL PATIENT ADVOCATE

Shape Your Future. Serve Your Community. Build Your Career with Palms!

What Life Working at Palms Looks Like:

Mission and Meaningful Work: PMG is a not for profit, Federally Qualified Health Center (FQHC). That means it’s focused on serving underserved populations, offering affordable primary care and preventative services. For many people, that makes the work feel meaningful.

Stability & Growth: PMG has been around for a long time (since 1971) and we are still expanding!

Comprehensive Services & Variety: We offer a wide array of services – family medicine, pediatrics, dental, behavioral health, prenatal care, etc. – So working here gives exposure to different patient populations, conditions and settings.

Patient-Centered, Community Focus: PMG emphasizes accessible care (same day scheduling, weekend appointments, bilingual staff) and works in communities throughout North Florida. It is also a Patient Centered Medical Home (PCMH), meaning there’s an emphasis on continuity of care, relationships with patients, etc.

Culture & Community: Many reviews say that PMG has a “friendly, compassionate, professional” environment. There is pride among the staff in giving back to the community.

Perks:

Competitive Wages

Comprehensive Health Coverage: Medical, Dental and Vision Insurance

Professional Development Opportunities

Employee Assistance Programs

Company Paid Life Insurance

401k with 5% Match

11 Paid Holidays

20 Days PTO

Recognition and Rewards

Community Impact

Position Summary

The Dental Patient Advocate is responsible providing exceptional front desk and clerical support within the dental office. This includes greeting patients, managing phone communications, scheduling appointments, processing referrals and authorizations, collecting payments, and maintaining accurate patient dental records in the EDR. The advocate plays a key role in ensuring positive patient experience and supporting the operational efficiency of Palms Medical Group.

Description of Primary Responsibilities

1) Customer Service

a) Greet and assist patients warmly upon arrival to the office

b) Answer, screen and route telephone professionally and efficiently.

c) Resolve patient inquiries and concerns, using sound judgement to determine appropriate solutions.

d) Foster positive relationships with patients to promote satisfaction and loyalty

2) Patient Check-In

a) Accurately collect and enter patient demographic, insurance, consent and medical/dental history information

b) Maintain knowledge of accepted insurances including deductibles, premiums, frequency limitations and provider charges.

c) Assist patients with enrollment in the sliding fee scale program.

d) Enter data accurately into NextGen and Luma systems

e) Maintain efficient patient flow and ensure a clean, organized front desk and patient waiting area

f) Schedule and pre-schedule appointments as needed.

g) Direct patients, visitors and vendors to the appropriate departments.

3) Patient Check Out

a) Verify patient encounters and procedure and diagnosis codes.

b) Collect payments for services rendered and outstanding balances (medical and dental)

c) Perform end-of-day reconciliation, including balancing the cash drawer, submitting deposits and reports to the Finance Department, and maintaining accurate logs.

4) Referrals

a) Coordinate referrals to specialists or external providers for additional dental care.

b) Explain the referral process to patients, including provider information and directions.

c) Accurately enter and submit referral information through insurance portals.

5) Insurance Authorizations

a) Understand which insurance plans require prior authorizations and how to document them.

b) Navigate insurance web sites to obtain authorizations

c) Gather and submit required information (e.g.: diagnosis codes, insurance details and patient ID)

6) Administrative Duties

a) Adhere to the Front Desk Policy Manual, Dental Policy Manual and HIPAA Policy Manual

b) Check and respond to emails at least twice daily.

c) Assist the Executive VP of Patient Services with data collection for UDS and grant applications.

d) Support audits and surveys and other administrative tasks as assigned

e) Perform additional duties to support the efficiency and effectiveness of PMG operations.

Description of Primary Attributes

General Development:

1) Must be organized, a self-starter and detailed oriented

2) Job duties require the ability to work independently and as part of a team

3) Expected to travel and cover other sites during Dental Patient Advocate absences

4) Assist in the training and mentoring of coworkers by sharing knowledge, providing guidance, and supporting skill development.

Professional & Technical Knowledge:

1) Employee shall be able to read and interpret written dental instructions

2) Employee will know how to efficiently operate NextGen,

3) Employee will be expected to navigate and operate Microsoft Office suite products, including Word, Excel and Teams

Licenses & Certifications:

1) High School Diploma or Equivalent

2) Current BLS (basic life support) Certification

Communications Skills:

1) Effectively communicates complex and/or technical information to co-workers, patients and/or vendors

Physical/Mental/Emotional Demands:

• Standing for long periods of time
• Sitting for long periods of time
• Viewing a computer monitor for long periods of time
• Bending
• Stretching / Reaching
• Walking short distances
• Lifting up to 50 pounds
• Operating office equipment (computer, fax machines, telephones and copy machines)
• Reading forms / Instructions / Patients Charts
• Communicating well to people of various ages, educational levels, cultural backgrounds in person or by telephone
• Exposure to potentially violent / irate patients
• Health / Safety Consideration of Position
• Exposure to chemical infectious / contagious illness
• Exposure to chemical and inhalation of antibiotics during reconstitution
• Exposure to X-Ray radiation
• Exposure to a variety of scents and odors
• Must utilize universal precaution in clinical or exposure situations as prescribed by federal state, and local guidelines and /or laws