Patient Service Representative - Dental

Patient Service Representative – Dental

Location:

Heartland Community Health Center – Lawrence, KS (1312 W 6th Street)

Reports to:

Dental Director

Status:
Non‑Exempt (Hourly $19 - $25)

The Dental Patient Service Representative (PSR) provides high‑quality customer service to dental patients by managing scheduling, coordinating communication, and supporting patient navigation to Dental Care Coordinators. The PSR maintains a strong knowledge of dental appointment types, clinical workflows, and insurance basics to ensure accurate scheduling and a positive patient experience.

• Patient Interaction & Experience:
  • Answer incoming calls promptly and professionally.
  • Address and resolve patient complaints or concerns.
  • Provide information about the health center’s services, policies, and procedures.
  • Facilitate communication between patients and clinical staff.
  • Ensure services are accessible to all patients.
  • Use de‑escalation techniques to manage conflicts calmly and professionally.
  • Respond to crisis phone calls and connect callers to crisis services.
  • Handle patient inquiries and tasks promptly to minimize wait times.
  • Ensure information provided to patients is accurate and complete.
• Appointment Scheduling:
  • Schedule and confirm patient appointments, ensuring optimal utilization of the provider’s template.
  • Coordinate with clinical staff for urgent appointments, triage, and walk‑ins.
  • Provide patients with pre‑appointment instructions and information (including Patient Portal resources).
• Patient Records Management:
  • Verify and update patient information in the EHR system accurately.
  • Ensure all patient interactions are documented properly and confidentiality is maintained.
• Insurance and Billing:
  • Verify patient insurance information and assist with pre‑authorization when necessary.
  • Inform patients about sliding fee scales, co‑pays, deductibles, and other payment responsibilities.
  • Assist patients with basic billing questions and coordinate with the billing department to resolve discrepancies.
• Communication:
  • Use effective communication skills to understand and respond to patients’ needs.
  • Transfer calls to appropriate departments or personnel when necessary.
  • Follow up with patients as needed to ensure their needs are met.
• Confidentiality & Patient Privacy:
  • Adhere to HIPAA regulations and protect patients’ confidentiality.
  • Limit access to patient information to authorized personnel only.
  • Securely dispose of documents containing patient information when no longer needed.
  • Conduct conversations involving patient information in private areas.
  • Verify identity of callers and patients before discussing personal information.
  • Use secure channels for electronic communication of patient information.
  • Handle patient complaints with empathy and professionalism.
  • Escalate complex issues to the supervisor or appropriate department for resolution.

• High school diploma or equivalent (required). Additional education or certification in healthcare administration or a related field preferred.
• Prior experience in a dental clinic or dental insurance setting.
• Previous experience in a healthcare setting or patient service role preferred.
• Experience in a call center, customer service, or healthcare setting preferred.
• Completion of Mental Health First Aid Certificate within 90 days of hire.
• Excellent interpersonal and communication skills.
• Proficiency in using EHR systems and basic computer applications (e.g., MS Office, MS Teams).
• Strong organizational skills and attention to detail.
• Ability to handle sensitive and confidential information.
• Problem‑solving skills and ability to work under pressure.

• Fast‑paced call center environment.
• Extensive use of computers and telephones.
• Regular interaction with patients, medical staff, and insurance companies.
• Exposure to infections and contagious diseases.
• Work may be interrupted and performed in close proximity to others.
• Work indoors in environmentally controlled conditions.
• Requires de‑escalation skills.

• Visual acuity sufficient to read, write, and operate equipment.
• Ability to sit for extended periods.
• Manual dexterity to operate office equipment.
• Capacity to move equipment weighing up to 25 pounds.
• Ability to move throughout the building to meet with employees, patients, or visitors.
• Must remain in a stationary position during shifts.
• Ability to read, write, and speak English.
• Frequent communication with patients about their experience at the health center.
• Operate computer and other office equipment (tablets, scanners, printers, phones).
• Adhere to process protocol or procedures.

• Hours:
  
  M – F from 7:30 a.m. – 7:00 p.m. (average 40 hours per week; may be altered by supervisor).
• Location:
  
  Heartland Community Health Center – 1312 W 6th Street, Lawrence, KS.