Demonstrates superior customer service skills, including but not limited to;
Interacts with all internal and external customers in a caring and respectful manner.
Answers telephone, responds to messages/inquiries and routes calls in a timely and polite manner.
Communicates with patients and their families in a courteous, professional, cooperative manner both in-person and over the telephone.
Provides oversight of all document scanning/attaching. Assists, delegates and distributes any backlog of scans to the appropriate team members, and informs Dental Practice Manager if task is not completed in a timely manner.
Provides oversight of front office/billing voicemails, and ensures telephones are answered efficiently, that voicemails are checked and calls returned in a timely fashion. Informs Dental Practice Administrator if task is not completed in a timely manner.
Schedules patient appointments in accordance with practice guidelines and templates.
Works in conjunction with the Dental Insurance and Billing Coordinator and Tandem Finance Department to process all patient refunds in accordance with organizational financial policies.
Serves as back up to PARs during staff absences and/or during high volume patient flow.
Participates in orientation/training of new team members as requested by supervisor.
Assists in providing process improvement reports for improving quality of patient care.
Assists in orientation/training of new team members as requested by supervisor.
Completes financial audits as appropriate.
Cross-trains and works in other areas, as applicable.
Performs other duties as assigned.
Responds to patient requests for sliding fee applications, by appointment or walk-ins.
Counsels patients on correct completion of sliding fee application and supplementary documents needed.
Reviews completed sliding fee applications, making sure the application is complete and that all documents are provided to determine eligibility.
Makes eligibility determination with a high rate of accuracy, in accordance with Tandem Health's Sliding Fee Program Policy.
Assists patients with completion of the sliding fee application, as appropriate.
Assigns appropriate level of sliding fee discount in the designated section(s) of the Practice Management System(s).
Submits requested information for monthly sliding fee audits as requested.
Makes referral to Resource Specialists for assistance, as appropriate.
Researches and responds by telephone and in writing to patient inquiries regarding billing issues and problems, and forwards the patient to the appropriate team member who can resolve their concern when they are not able do to so.
Contacts patients at least one business day before the scheduled appointment to pre-register the patient and remind them of their appointment. During this interview, the patient's insurance information is verified and added to the practice management system(s) as appropriate. The patient is also reminded of sliding fee updates as well as financial responsibility at the time of service, as well as any old outstanding balances. Confirms appointments in practice management software systems as appropriate.
Responsible for verification of dental insurance prior to patient appointments and ensuring information is added to the practice management system(s).
Responds to team member questions regarding patient benefits and coverage.
Ensures Advanced Beneficiary Notices (ABNs) are completed and signed as appropriate for non-covered services.
Provides patient estimated amount due report to PARs for the following business day before close of business.
Provides financial counseling to emergent patients who are not prepared to pay in full at the time services are rendered, making payment arrangements when necessary.
Tracks payment arrangements/plans made with emergent patients, and follows up on delinquent accounts as appropriate.
Scans relevant information into practice management system(s).
Qualifications:
High School Diploma or equivalent required.
2 to 3 years dental/medical office experience required.
Bilingual desired but not required.
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