Patient Service Representative - Dental

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.

At Heartland, we are a people-centered environment dedicated to providing exceptional care and service to our patients. This role requires the ability to manage stress and maintain composure in a fast-paced, sometimes high‑pressure setting. This role will require the ability to handle difficult situations and calm distressed patients to ensure a safe and supportive atmosphere. A foundational understanding of medical or dental terms to effectively communicate with patients and healthcare professionals is highly preferred.

• Answer incoming calls promptly and professionally.
• Address and resolve patient complaints or concerns promptly and professionally.
• Provide information about the health center’s services, policies, and procedures.
• Facilitate communication between patients and clinical staff to ensure a smooth experience.
• Ensure that services are accessible to all patients.
• Use de‑escalation techniques to manage and resolve conflicts calmly and professionally.
• Handle patient inquiries and tasks promptly and efficiently to minimize wait times.
• Ensure that 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 to accommodate urgent appointments, triage and walk‑ins.
  • Coordinate with clinical staff to ensure appointment availability and manage scheduling conflicts.
  • Provide patients with pre‑appointment instructions and information; this may include Patient Portal resources.
• 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 connect with billing department to resolve any 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 the Health Insurance Portability and Accountability Act (HIPAA) regulations. By protecting patients’ rights by maintaining confidentiality of personal and financial information.
  • Limit access to patient information to authorized personnel only.
  • Shred or securely dispose of documents containing patient information when they are no longer needed.
  • Conduct conversations involving patient information in private areas where they cannot be overheard by unauthorized individuals.
  • Verify the identity of callers before discussing patient information over the phone.
  • Verify patient identity before sharing information or discussing their appointment information.
  • Use secure channels for electronic communication of patient information (e.g., encrypted emails, secure messaging systems).
  • When scheduling appointments, avoid sharing unnecessary details that could reveal sensitive information to bystanders.
  • Handle patient complaints and issues 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.
• Previous experience in a call center, customer service, or healthcare setting preferred.
• Completion of Mental Health First…