DCG Clinics Support Specialist

Job Title:

DCG Clinics Support Specialist

Job

Location:

Augusta University

Employment Type:

Full Time

This position serves as a key representative of the Dental College of Georgia’s commitment to delivering high-quality, professional, and welcoming customer service. The incumbent is expected to consistently provide courteous and efficient service to patients, providers, and staff both in person and over the phone.

• SCHEDULING: Maintain a productive daily schedule to support provider production goals and clinic revenue. Manage appointment waitlists and prioritize same-day scheduling opportunities as cancellations arise. Communicate payment policies to new patients at the time of scheduling. Maintain recall lists to ensure timely, ongoing patient care.
• PATIENT CHECK-IN & CHECK-OUT: Provide a welcoming and professional experience for all patients. Assist with check-in, including updating demographic and insurance information, verifying coverage, and posting payments. Upon checkout, ensure follow-up appointments, recalls, or pending appointments are scheduled. Collect and post any outstanding payments and inform patients of future financial responsibilities.
• NEW PATIENT INTAKE: Answer inquiries from prospective patients in a courteous and informative manner. Accurately register new patients in the axiUm system and generate/send welcome letters. Clearly explain DCG services to potential new patients.
• APPOINTMENTS RESCHEDULING & REFERRALS: Contact patients in a timely and professional manner to reschedule appointments due to provider unavailability. Manage and monitor referral lists by order of receipt, schedule referral appointments, and generate follow-up correspondence to referring providers.
• GENERAL PHONE SUPPORT: Answer incoming calls with professionalism and efficiency. Handle questions regarding patient accounts, appointment scheduling, or re-routing calls to the appropriate department. Support patients with urgent dental needs by facilitating emergency scheduling when appropriate.
• UNSCHEDULED TREATMENT FOLLOW-UP: Generate and review reports in axiUm related to failed appointments, pending appointments, and recalls. Conduct follow-up outreach to patients for continued care. Use mail merge tools to streamline patient communication as needed.
• ACCOUNT & FINANCIAL SUPPORT: Assist patients, residents, faculty, and staff with understanding account charges and balances. Provide support in accessing account information and direct any discrepancies or corrections to the appropriate administrative areas.
• OTHER DUTIES: Perform all other job-related duties as assigned.

• Associate’s degree from an accredited college or university, OR
• High school diploma, GED or equivalent from a recognized State or Federal accrediting organization, and two years of relevant experience. Must be capable of performing high-level customer service at all times.

• Prior experience working in a front office role within a multi-provider dental practice.
• Familiarity with dental procedures, clinical workflows, and dental terminology.
• Demonstrated history of providing exceptional customer service, with formal training preferred.
• Experience managing patient scheduling in a high-volume healthcare or dental environment.
• Bilingual in English and Spanish strongly preferred.

• Knowledge: Clinic scheduling practices; front-desk protocols; payment processing procedures; proficiency in Microsoft Excel and Word.
• Skills: Excellent customer service and interpersonal skills. Strong oral and written communication skills. Highly organized with ability to prioritize tasks and manage time effectively. Strong attention to detail and problem-solving skills.
• Abilities: Maintain confidentiality of patient information; produce accurate and timely work while meeting established productivity expectations and deadlines; function independently and collaboratively.

• All selected candidates are required to successfully pass a Background Check review prior to starting with Augusta University.
• For positions requiring handling sensitive financial information, a…