Dental Patient Services Representative

Join to apply for the Dental Patient Services Representative role at ❤️HEART OF FLORIDA HEALTH CENTER
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The Patient Service Representative is responsible for greeting patients, patient registration, financial counseling, and establishing and maintaining accurate patient records in the appropriate software. This position may require some medical and dental front desk responsibilities.

• High school diploma with one year of experience in a medical/hospital/business setting preferred.
• Proficient with software applications and general computer knowledge.
• Must have excellent verbal and written communication skills.
• Must have excellent interpersonal and customer service skills.
• Must demonstrate a strong bias toward service, quality, and customer satisfaction.
• Ability to handle multiple tasks in a fast‑paced environment and control stressful situations.
• Uses good judgment and demonstrates a sense of appropriateness.

• Expected to provide quality customer service in a friendly, professional, and courteous manner.
• Must accurately perform job duties at a center with scheduling templates.
• Participate in team meetings to communicate and address patient care and operational requirements.
• Demonstrate the ability to work in a team‑based environment to complete organizational goals.
• Maintains confidentiality of patient information, always adhering to HIPAA standards.

• Greets patients and visitors in a friendly, professional manner to ensure the best possible patient experience.
• Resolve patient requests, questions, and complaints, frequently requiring analysis of situations to determine the best use of resources.
• Attempts to de‑escalate situations to the best of their ability.
• Provide prompt and accurate service to promote patient loyalty.
• Excellent communication skills and problem‑solving abilities.

• Obtain accurate patient demographic information and pharmacy of choice.
• Educates patients on the availability and cost savings utilizing HFHC Pharmacy services.
• Copy insurance cards/driver's licenses.
• Encourage all HFHC patients to utilize Patient Portal.
• Keep the patient apprised of wait times.
• Collect applicable co‑pays and verify patient insurance coverage.
• Understand non‑covered service forms.
• Accurately schedule all patient appointments.
• Record all cancellations and no‑show events.
• Accept and post patient payments to the computer accurately; provide a receipt to every patient.
• Ensure all kiosk data and images are updated and imported during the visit.
• Ensure all patient documentation is properly archived (scanned) in the EHR and fulfilled completely by the patient.

• Answer telephones; transfer calls to appropriate staff.
• Clear any voicemails and return calls by the end of the business day.
• Take messages and place them in designated areas of the software.
• Answer phone queries from other facilities.
• Demonstrate practical knowledge in the use of the computer terminal.

• Interview patients to determine employment status, insurance coverage and plan deductibles, sliding fee scale, and eligibility for payment plans.
• Contact patients for payment plans (as required).
• Address all billing alerts and update EMR as needed.
• Discuss treatment planning with financials with Dental PSR’s and patient.
• Assist patients with Medicaid eligibility applications and other payer programs.
• Respond to questions regarding patient balances, collections, and insurance.
• Generate end‑of‑day closing reports and procedures; balance cash, checks, and credit card charges; prepare a deposit packet in the facility safe for the finance department review.

• Complete pre‑visit process daily; ensure insurance eligibility is verified using IE, Availity, Tri Zetto or Medicaid Portal if necessary.
• Maintain supplies required for downtime procedures.
• Open and sort mail daily.
• Obtain medical clearance when needed.
• Pre‑authorize specific dental procedures.
• Dental referrals are handled by Dental PSR’s and follow up for scheduling.
• Scan medical records requests to Scan Stat.
• Report any broken or dangerous equipment, facility equipment, computers, or programs to the immediate supervisor.
• May be required to travel to other CHC locations.
• Perform other duties as assigned or necessary.

• Frequent sitting at a desk for office work.
• Occasional driving of automobiles for outside appointments and meetings.
• Continuous use of corrected vision, depth perception, wide field of vision, and color; continuous use of olfactory, auditory, and tactile senses.
• Must stand, walk, bend, kneel, and stoop all day.
• Attention to detail, alertness, problem‑solving, tolerance to stress, and sound judgment required.
• Must lift or move items over 30 pounds; handle equipment, supplies, and work‑site materials per position requirements.