Patient Experience Rep

Job Details

• Job
• Location:
  
  Twin Cities
• Job Family: LR-Health Care Non Professional
• Full/Part Time:
  Full-Time
• Regular/Temporary:
  Regular
• Job Code: 5001
• Employee Class: AFSCME Unit 4 - Health Care

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.

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

• 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

• 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

• 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

• 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

• 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

All required qualifications must be included in the application materials

• 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

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