Patient Services Rep

Job Title: Patient Services Representative (Dental)

Organization: San Ysidro Health

Department: Dental

Location: All Clinics

Reports To: PSR Lead / Dental Operations Manager

Job Type: Non-Exempt

Position Summary

The Patient Services Representative (PSR) performs clerical and administrative duties to support the daily operations of the dental department. This role is responsible for patient-facing activities including answering calls, scheduling appointments, verifying patient information, and ensuring a smooth patient experience throughout the visit.

Key Responsibilities

Patient Interaction & Front Desk Operations

• Greet and assist patients and visitors in a courteous and professional manner
• Answer incoming calls, route calls, and respond to inquiries promptly
• Provide guidance, directions, and arrange transportation if needed
• Ensure high patient satisfaction using the AWAKEN service approach
  
  

Scheduling & Coordination

• Schedule, confirm, and follow up on patient appointments
• Manage cancellations and reschedule appointments efficiently
• Perform reminder calls (24-48 hours prior) and update appointment status
• Fill open appointment slots to maximize provider schedules
  
  

Patient Registration & Records

• Verify and enter patient demographic and insurance information into EHR systems
• Create and maintain accurate patient records
• Assist patients with registration and medical history forms
• Ensure all required documentation is completed and signed
  
  

Insurance & Financial Responsibilities

• Verify insurance eligibility (Medi-Cal and other plans)
• Collect payments, co-pays, and deductibles
• Process transactions using POS systems and generate receipts
• Balance daily collections and submit reports
• Present treatment plans and explain financial arrangements
• Process financial contracts and coordinate with billing
  
  

Administrative Duties

• Manage correspondence, referrals, and document scanning into EHR
• Maintain confidentiality in compliance with HIPAA regulations
• Support office operations and equipment maintenance
• Assist with audits, reports, and compliance documentation
  
  

Patient Support & Issue Resolution

• Address patient concerns and escalate issues when needed
• Follow up on unpaid accounts to meet collection targets
• Assist patients with record requests and documentation
  
  

Additional Responsibilities

• Maintain inventory of office and clerical supplies
• Follow departmental policies, safety, and infection control standards
• Participate in meetings, training, and team huddles
• Perform other duties as assigned
  
  

Qualifications

Education

• High School Diploma or equivalent (required)
  
  

Experience

• Minimum 1 year of experience in a general office setting
• Dental office experience preferred
  
  

Skills & Competencies

• Strong communication skills (verbal and written)
• Bilingual (English/Spanish) preferred
• Knowledge of dental terminology and workflows
• Experience with EHR systems (NextGen, Dentrix, EPIC preferred)
• Proficiency in Microsoft Office
• Typing speed of at least 35 WPM
  
  

Technical Knowledge

• Understanding of insurance verification, claims processing, and dental office operations
• Familiarity with Medi-Cal and managed care plans
• Knowledge of OSHA and safety regulations
  
  

Working Conditions

• Ability to communicate clearly and professionally
• May lift up to 25 lbs
• May require evening or weekend shifts
• Travel between clinic locations may be required
  
  

Compliance Requirements

• Adherence to HIPAA, OSHA, and organizational policies
• Completion of pre-employment screenings and vaccinations
• Participation in required training programs