Patient Experience Rep

Position: Patient Experience Rep.
About the Job

The Patient Experience Representative plays a key role in delivering exceptional service to patients and ensuring a smooth, welcoming experience at the school of dentistry clinics. This position is responsible for greeting and assisting patients, managing appointment schedules, handling patient inquiries (in person, by emails, by phone), processing payments, and coordinating communication between patients and clinical staff.

The work hours are 7:45 a.m.

- 4:30 p.m., Monday - Friday. This in-person position requires regular and reliable attendance. The person in this position is considered an essential personnel and is 100% on-site.

Healthcare position. Bargaining unit consideration begins on 5/15/2026 and ends on 5/22/2026.

Key Competencies

Customer Service:

Provide exceptional customer service to patients, students, faculty, and staff:

* Welcome patients, students, staff, faculty, and visitors in a warm and courteous manner

* Prioritize the needs of each customer in every interaction

* Employ active listening to fully understand each customer's concerns

* Demonstrate empathy and genuine care for every individual

* Collaborate effectively and take initiative to fulfill customer needs

* Manage challenging situations with professionalism, respect, and a solution focused approach

* Assess the reason for each encounter and guide individuals to the appropriate destination

Daily Duties

Patient Interaction & Appointment Management - 40%

* Greet and check in patients professionally; ensure accuracy of personal and insurance information

* Schedule, reschedule, and confirm appointments in-person and by phone

* Communicate wait times, appointment details, and clinic protocols clearly

* Route patients appropriately based on clinical needs and appointment types

Patient Registration & Records - 25%

* Complete and review patient registration for accuracy and completeness

* Maintain up-to-date, confidential patient records in compliance with HIPAA

* Prepare materials for new patient visits and coordinate documentation needs

Payment & Insurance Processing - 10%

* Collect co-pays and fees following University of Minnesota cash handling procedures

* Verify insurance eligibility and benefits using electronic systems

* Ensure accurate, timely entry of patient and insurance information

Communication & Administrative Support - 10%

* Manage incoming calls; respond or direct inquiries appropriately

* Coordinate communication between clinic staff and scheduling coordinators

* Assist with general clerical tasks including scanning, copying, and documentation

* Support emergency scheduling needs and interpreter arrangements

Student & Educational Clinic Support - 10%

* Provide administrative and scheduling support to dental students and residents

* Process appointment requests and patient/student transfers efficiently

* Communicate clinic and scheduling policies professionally and diplomatically

Other Duties as Assigned - 5%

Qualifications

All required qualifications must be included in the application materials

Required Qualifications

* Business college, office skills training, university level education, clerical experience involving contact with the public, or a combination of the above totaling four years

* Must be able to communicate verbally and in writing; in clear understandable English

* Demonstrated excellent communication skills with individuals from diverse backgrounds

* Experience in customer service positions requiring direct and indirect interaction with patients, clients, or customers from diverse backgrounds

* Demonstrated ability to be detailed oriented and manage patient intake, student check-out with a positive and friendly demeanor

* Must be a team player, working collaboratively with co-workers and faculty

* Demonstrated ability to function with multiple priorities and interruptions

* Regular and reliable attendance

Preferred Qualifications

* One (1) year of medical and/or dental clerical experience to include keyboarding experience and experience interacting with people (i.e. receptionist, switchboard, etc.)

* Experience scheduling patients electronically in an electronic health record in a medical or dental office/clinic/hospital

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