Patient Services Intermediate

• Provides an intermediate level of customer service and clerical support to patients within either inpatient or outpatient settings.
• May assist adjacent work units.
• Guides entry-level positions and suggests workflow changes and improvements.

• Maintain accurate patient records and documentation, ensuring compliance with confidentiality and privacy regulations (HIPAA).
• Accurately verify patient information, including demographic details, medical history, and insurance coverage.
• Provide customer service to patients by facilitating business processes including appointment scheduling, check-in and check-out, pre-arrival and telephone triage.
• Serve as the point of contact between patients, healthcare providers, and administrative staff.
• Communicate appointment changes, test results, or instructions to patients clearly and promptly.
• Assist healthcare providers with administrative tasks such as preparing patient files, documents, and arranging follow-up services.
• May collect cash and credit card payments from patients, determine patient pay portion and provide receipt of payment.
• Work closely with other healthcare professionals to ensure seamless patient flow and high-quality care.

Expanded responsibilities include:

• Obtain, register, and verify dental insurance coverage and detailed benefit breakdowns.
• Perform collection follow-ups and balance resolution calls.
• Review documented treatment plans, ensure completeness, and obtain patient signatures.
• Provide financial counseling, explain patient responsibility, obtain financial consent, and support payment arrangements.
• Complete charge entry and ensure accurate charge capture for dental.
• Serve as backup support for HD dental and medical authorizations.
• Support patient check-in, check-out, and front desk workflow continuity.
• Manage and respond to In Basket messages related to scheduling, billing, and patient inquiries.

Graduation from high school or an equivalent combination of education and experience.

Minimum 3 years of hands-on experience in a dental clinic including proficiency in dental insurance.

3 or more years of customer service experience within a medical environment

PHYSICAL REQUIREMENTS:
This position requires infrequent standing/walking.