Front Desk Coordinator

Overview:
We are seeking a Front Desk Receptionist to join our team at our busy high end dental practice. The ideal candidatemusthave recent experience working in a dental or medical office setting and possess excellent communication and organizational skills. We pride ourselves on creating an exceptional experience for every one of our patients with customer service being our number one priority. If you do not love working with people, this is not the job for you. We are a fee for service practice, so our patients expect a high level of service and competency from our entire team when they walk through the door. This is a full-time position with competitive pay and benefits.

Required Experience:
- Previous experience as a dental or medical receptionist within the last two years
- Familiarity with dental or medical office procedures and terminology
- Proficiency in using phone systems and handling multiple phone lines
- Knowledge of electronic medical record systems such as Dentrix or Epic is desirable
- Strong attention to detail and ability to multitask in a fast-paced environment
- Excellent communication skills, both verbal and written

Please read the job description below prior to applying for this job.

PURPOSE OF THE JOB: The Front Desk Coordinator is responsible for effective management of the front office including proper scheduling, positive patient relationships, insurance management, payments, collection and daily accounts receivable.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

· Answer the phone before the third ring at all times, in an unhurried manner, with a smile in your voice.

· Greet all patients when arriving, as if you have been expecting them!

· Indicate to the doctor and team when the next patient has arrived.

· Be responsible for the distribution and interpretation of daily reports.

· Attempt to keep your focus on one patient at a time, and request assistance when presented with multiple patients or tasks.

· Coordinate patient flow.

· Responsible for entries and messages into the computer.

· Ensure all file systems are maintained for quick retrieval of information.

· Maintain supply system and inventory for business office items.

· Responsible for informing the Doctor of all aspects of the office, patient status, recommendations, etc.

· Responsible for maintain clean, neat and organized desk and reception area.

· Open and distribute daily mail.

· Manage monthly referral reports and send thank you cards/gift card to referring patients.

· Maintain office equipment and report malfunctions or repair issues to doctor or office manager.

· Inform Pact One by email when computer technical support is required.

· Work with computer technician during system upgrades, troubleshooting, and general system maintenance.

· See that all necessary forms for the next workday are ready before closing the office, and that all backlog paperwork is completed before closing the office for the weekend.

· No appointment is to be scheduled until a financial arrangement is agreed upon with the patient.

· When a patient telephones to schedule an appointment with our office, reference the office journal or patient chart in the computer for previous notes.

· Schedule to pre-set monthly production goals using appropriate production blocks.

· Your first goal in scheduling appointments is to guide patients into production blocks, while attempting to accommodate their schedules (win-win).

· Process new patient telephone calls using the new patient appointment form, gathering as much information regarding the patient, their history, and their needs as possible, always presenting the practice in a positive and helpful manner.

· Collect insurance information and previous records.

· True emergencies should always be seen as soon as possible. Collect enough information to determine if patient has a true dental emergency, then attempt to schedule same day in pre-selected time slot determined at AM huddle.

· Confirm appointments according to office policy with the use of Yapi.

· Come prepared to the morning huddle with report, and to discuss with the dental team any matters relating to the scheduled patients for the day.

· Manage late patients, no shows, and last-minute cancellations per SOP.

· Responsible for handling all the insurance claims in timely manner.

· Responsible for maintaining and monitoring the insurance system.

· Ensure master insurance file is current at all times.

· Determine the approximate patient portion of the estimated procedures.

· Correspond with insurance companies regarding claims.

· Contact patient with insurance authorization information, offer financial arrangements if necessary and schedule if not already scheduled.

· Send overpayments to patients when necessary, or credit their account

· Insurance coverage is an agreement between the patient and the insurance company. (We accept it as a form of payment but the full amount is the responsibility of the patient. It is imperative that the patient understands this!)

· Maintain, monitor and follow up the outstanding insurance claims every 30 days.

· Scan authorizations into doc center and make notes regarding patient contact.

· Ensure patients receive a copy of any written financial agreement.

· Check for, or prepare if needed, treatment plan/signed financial arrangement/insurance authorizations in Dentrix document center.

· Come to the morning meeting prepared to discuss pertinent financial aspects related to the day’s schedule.

· Make clear financial arrangements with all new patients and every patient who has agreed to recommended treatment, according to the financial policy of the office.

· Collect and process patient payments.

· Post patient and insurance checks

· Process insurance claims and authorizations daily.

· Responsible for requesting and collecting money daily.

· Responsible for the security and accounting of all cash, check and credit card transactions.

· Post patient payments and insurance checks and process bank deposit when needed.

· When making financial arrangements, be sure to add in any previous outstanding balance to the total amount arranged.

· Check records each day to approach any patient with an overdue balance.

· Have all necessary financial arrangement forms and supplies in neat and ready order.

· Utilize Dentrix “quick call” list for any appointment that can be moved forward.

· As scheduling changes occur during the day, note the changes on all office schedules.

· Post and track all patient referrals to specialists.

· Keep the Doctor informed through use of Yapi and/or email.

· Patient portion of fees due, or initial payment agreed upon, is to be collected on the day of treatment.

· Follow up on any claim not paid within 45 days

· Total accounts receivable balance should be no more than previous month’s production.

· Responsible for resolution of all collection and/or agreement issues.

· Ensure each patient file has a signed Dentrix treatment planner so anyone in the office can see what the current status is and what arrangements have been made with the patient.

· Ensure each record has “today’s” treatment and fee posted as it comes through.

· Give receipts to patients paying each day, if requested.

· Be responsible for continuing care system and reports and follow up regularly.

· Schedule next hygiene visit at time of current visit if hygienist is unable.

· Print quarterly patient reactivation reports in order to contact unscheduled patients.

· Encourage all patients to remain in Recare system for comprehensive care.

· Help promote acceptance of recommended treatment by making good financial arrangements.

· Always present a positive image and work with the patient to find a win-win solution.

· Look at insurance coverage as a benefit of offsetting treatment costs, no matter what the coverage is (some is better than none).

· Always emphasize the benefits of the treatment, in terms of what motivates the patient to seek the treatment.

· Help put the patient at ease, reaffirm their decision to proceed, and promote the doctor and team to prevent buyer’s remorse.

· Answer account inquiries from office staff, patients, and insurance companies.

· Share positive and negative feedback received from patients to enhance customer service.

· When a patient leaves the practice, ask the patient for valuable feedback on their reason for leaving, and how we might improve on our services in the future. If they are a valuable patient, assure them that they are always welcome back to the practice in the future.

· Help promote acceptance of needed treatment through education.

· Always present and promote practice in a positive way in the community, and on social media.

MINIMUM QUALIFICATIONS

High school diploma or GED, some college experience preferred.

At least 2 years’ experience at the Front Desk of a dental office or other related medical field.

KNOWLEDGE, SKILLS AND ABILITIES

Understands HIPAA regulations and all dentistry safety guidelines.

High level familiarity with dental coding, terminology, OSHA and best practices in scheduling and dental charting.

Proficient with Dentrix.

Experience with dental software and proficient in MS Office.

High level oral, written, problem solving and communication skills.

Excellent interpersonal and patient relationship skills.

Must be self-motivated, self-starting, and have strong attention to detail.

Ability to understand, be patient and be compassionate towards patients.

Job Type: Full-time

Pay: $25.00 - $33.00 per hour

Expected hours: 32 – 38 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Free parking
• Health insurance
• Paid sick time
• Paid time off
• Retirement plan
• Uniform allowance

Healthcare setting:

• Dental office
• Private practice

Schedule:

• 8 hour shift
• Monday to Friday
• No weekends

Application Question(s):

• Please provide in detail the reason why you would like to work as a Front Desk Coordinator in a dental office setting?
• Please state why you think you would be a good fit for this position?

Education:

• High school or equivalent (Required)

Experience:

• Medical receptionist: 2 years (Required)

Ability to Commute:

• Napa, CA 94558 (Required)

Work Location: In person