Patient Access Specialist

Working title: Dental Patient Access Specialist

Classification title: Patient Access Specialist

Division: Community Health Center

Program: Dental

Reports to: Dental Clinic Manager

FLSA status: Non-Exempt: Full Time

Schedule: Monday-Friday; 4-10s

Wage Range: $18.15 to $21.74 hourly; depending on number of years of transferrable experience and internal equity

Organizational Overview:

Serving the Yellowstone County community and south-central Montana for nearly 50 years RiverStone Health is an essential provider of personal and public health services. Health Education Leadership and Protection HELP is what we do.

From medical dental and behavioral healthcare; home care and hospice; public health services like immunizations WIC health promotion and restaurant inspections; and educating the next generation of health professionals our expertise spans all ages and stages of life. Underlying principles of access affordability compassion and quality in all interactions RiverStone Health improves life health and safety for all of the communities we serve.

Job Summary:

This position is responsible for providing excellent customer service to RiverStone Health patients over the phone and in person. Duties include scheduling collecting and entering patient information answering questions and referring clients to appropriate resources and people. The work environment is typically fast paced. Work is performed with accuracy integrity and innovation to ensure a high level of customer service delivery.

Essential Functions/Major Duties and Responsibilities:

A. Patient Access Services 60%

• Compassionate friendly and professional customer communications in person over the phone and in writing.

• Collect prepare and enter data accurately into multiple database systems in a timely manner.

• Provide patient services which may include greeting check-ins making appointments rescheduling follow-ups outreach medical/dental records requests and escorting patients to applicable service areas.

• Provide administrative services which may include mail distribution requesting payment of services money handling preparing deposit paperwork handling heavy phone lines routing calls while handling high waiting room volumes scanning patient documents and preparing correspondence.

• Review and provide information to outside entities ensuring that all confidentiality and HIPAA policies and procedures are followed.

• Excellent internal communication with other RiverStone employees and providers to ensure efficiency and quality customer service.

• Willingness and ability to ensure excellent work support of others and participate in quality improvement processes.

• Refer patients to other RiverStone programs and/or community services.

• Prepare and coordinate special projects as needed.

• Resolve problems and concerns and report issues and incidents using RiverStone processes. Addressing mistakes as they arise.

• Keep public facing areas clean and tidy.

• Attend staff and educational meetings.

• Represent RiverStone Health in meetings trainings or public events when needed.

B. Program-specific duties 35%

• Check patients in for dental appointments and accurately input information into electronic health record:

  • Verification of patient demographics and stable housing;

  • Verify responsible party;

  • Verify primary care physician (PCP);

  • Set up all dental insurance and Medicaid and obtain copies of card(s);

  • Confirm primary pharmacy;

  • Update patient documents electronically.

  • Set up Healthcare for the Homeless and/or Sliding Fee Scale applications.

• Complete check out for patient appointments and schedule continuation of care for follow-up dental visits:

  • Confirm next visit type provider(s) reason for visit and abide by concise scheduling workflow in electronic dental record of eCW Dental.

  • Develop a comprehensive understanding of dental treatment and terminology to schedule appointments properly.

  • Compliance for upholding patients for the missed and late dental appointments.

  • Answer all incoming phone calls return calls and answer any dental questions.

  • Communicate via email fax telephone or USPS with other medical and dental providers.

  • Put together new patient packets.

• Collect outstanding patient balances.

• Track and monitor patient outgoing specialist referrals:

• Assist patients in scheduling with external dental specialists.

• Import incoming radiographs into Dexis from other dental offices.

• Track all outgoing and incoming lab cases for crowns dentures (full and partial) and occlusal guards.

• Basic understanding of dental insurance coverages and treatment planning.

• Occasionally assists the dental team with basic non-licensed support task as needed to promote efficient clinic operations(e.g. room turnover support patient escorting supply restocking documenatoin support)

Non-Essential Functions 5%

• Perform other duties as assigned in support of RiverStone Healths mission and goals.

Education and Experience:

Minimum Qualifications

• High School diploma or equivalent

• Any combination of experience and training which provide the equivalent scope of knowledge skills and abilities necessary to perform the work.

Preferred Qualifications:

• Dental terminology training or experience

• Experience working with underserved population

• Experience working in a customer service environment

• Bilingual experience a plus

Certificates Licenses Registrations:

• NA

Knowledge Skills and Abilities:

• Computer literacy including Excel Outlook Teams and Word.

• Ability to multitask and navigate through 2 or more screens using various platforms.

• Knowledge of modern office procedures practices and equipment.

• Ability to maintain a calm and positive demeanor during difficult client interactions.

• Ability to display non-judgmental and empathetic listening skills.

• High degree of fast paced detail-oriented skill level.

• Knowledge and understanding of protected sensitive patient health information (HIPAA) and confidentiality.

• Ability to work collaboratively and maintain a positive work environment.

• Ability to meet deadlines limit distractions and practice good time management.

• Interpersonal Skills such as responsibility teamwork active listening empathy patience leadership dependability flexibility and emotional intelligence.

Customer Service Excellence:

• Doing things right the first time

• Making people feel welcome

• Showing respect for each patient

• Anticipating customer needs and concerns

• Keeping customers informed

• Helping and going the extra mile

• Responding quickly

• Protecting privacy and confidentiality

• Demonstrating proper telephone etiquette

• Taking responsibility for handling complaints

• Being professional

• Taking ownership of your attitude toward Service Excellence.

Supervision:

• None

Physical Demands and Working Conditions:

• Work is mainly performed on a computer up to 8 hours per day.

• Use of repetitive motion

• Standing bending sitting lifting required

• Work is performed in an office environment and requires the ability to operate standard office equipment and keyboards. Must have the ability to lift and carry a laptop and other small items to walk short distances and drive a vehicle to satellite locations and conferences.

• Ability to see details near and far recognize color differences and focus on fine details like small print and/or instruments required.

• Create and maintain a safe/secure working environment by adhering to safety security and health requirements. Integrates injury illness and loss prevention into job activities by attending any necessary training and implementing best practices.

Freedom to Act & Decision Making:

• Work is structured by public health regulations and established medical/dental practices. Decisions directly affect the quality of services provided to the public.

Communications & Networking:

• Work directly with other team members to provide quality customer service for patients.

• See detail in Section A

Budget & Resource Management:

• Not applicable

Required Experience:

IC