Lead Dental Office Specialist (Full Time, Day shift) (Healthcare)

Job Summary

Works under the supervision of Dental Clinic Leaders and oversees the daily operations of assigned areas to ensure all customers are serviced promptly and information/documentation is complete and accurate.

 

Minimum Job Requirements

• Graduate of an accredited school of Dental Assisting or Expanded Duties Certified
• American Heart Association AED - must maintain active and in good standing throughout employment
• EFDA - Expanded Duties Certificaion required within 12 months of hire
• 2 years of dental experience required including reception, billing, and clinical experience
• 1-3 years Microsoft Office Applications (Excel, Power Point, and Word) experience required

Knowledge, Skills, and Abilities

• Bilingual English/Spanish preferred.
• Strong customer service, problem solving, critical thinking, time management, and conflict resolution skills.
• Applies knowledge of growth and development in patient and customer interactions and treatments.
• Effective verbal and written communication skills.
• Ability to positively influence, hold self, and others accountable.
• Ability to collaborate in a multidisciplinary team and lead a team to achieve business results.

• Excellent organizational skills.

Job Specific Duties

• Serves as the lead, subject matter expert, and first point of escalation for the customer service team. Assists staff in resolving issues and handles escalated cases requiring advanced understanding.

• Greets and provides assistance to all visitors, answers calls, provides information, keep families informed at all times, and completes assignments that will enhance overall patient satisfaction.
• Responds to customer service problems, concerns, and inquiries as soon as possible. Provides empathy while listening to concerns and reports pertinent information regarding leader consideration.
• Assists training and orientation of current and new staff in the department. Provides recommendation and direction on processes and procedures.
• Explains managed care contract language, governmental regulations, and the contract reimbursement matrix when resolving issues on accounts.
• Informs staff of any changes that affect their day to day process to ensure complete communication within the department and avoid any errors.
• Collaborates with Department Leaders and others to improve efficiencies and achieve the overall goals of the department.
• Communicates routinely with referring sources and ancillary staff to ensure timely processing of patients.
• Ensures all documentation including insurance identification, personal identification, prescriptions, referrals, and medical clearances are obtained as required.
• Implements and monitors policies and procedures to ensure compliance and effectiveness with Leader approval.
• Monitors the overall process for efficient processing of patients. Formulates improvements process as necessary and advises Leaders of any changes.
• Processes patient pre/registration according to guidelines based upon the outpatient services to be delivered.
• Schedules adequate staff coverage for the area based on projected patient load.  Responds to staff phone calls and assists with questions/issues as well as covers for any shifts.
• Assigns confirmation of clinic appointments the day before the visit.
• Assists with inventory of clerical supplies.
• Maintains the waiting area (lobby) appearance. Calls housekeeping staff when necessary.
• Disposes of any documents with patient information appropriately.