Dental Patient Services Representative

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Full Time Clerical Hope Valley, RI, US

Salary Range: $19.00 To $21.00 Annually

The Dental Patient Service Representative serves as a primary point of contact for patients and visitors, ensuring accurate collection and maintenance of patient information, efficient scheduling and communication, and coordination of services across medical, dental, behavioral health, and community resource programs. This position works closely with healthcare professionals and plays a key role in supporting patient experience, continuity of care, and operational effectiveness.

The Dental Patient Service Representative participates in professional development through departmental meetings, workshops, in-services, and training programs as required.

ESSENTIAL DUTIES; include but are not limited to:

Customer Service

• Greet patients and visitors, answer questions, and direct them to appropriate departments or services.
• Check patients in and out efficiently and accurately.
• Provide professional customer service to ensure operational efficiency and a positive patient experience.
• Handle patient concerns and complaints and seek appropriate resolution.
• Assist patients in completing required paper and electronic forms accurately.

Call Management and Communication

• Answer incoming telephone calls in a fast-paced call center environment.
• Utilize triage protocols to provide first-call resolution whenever possible and determine when inquiries should be routed to clinical staff.
• Record incoming and outgoing telephone calls and messages in the electronic health record (EHR).
• Receive, route, and track messages, documents, and requests to appropriate staff.
• Monitor electronic communications, appointment confirmations, and online forms submitted by patients and ensure timely processing.

Scheduling and Care Coordination

• Schedule, cancel, and reschedule appointments according to departmental workflows and clinical protocols using Next Gen scheduling.
• Manage provider schedules to achieve optimal utilization, reduce wait times, and minimize no-shows.
• Monitor appointment confirmations and proactively contact patients regarding upcoming appointments, major procedures, pre-medication requirements, or other special instructions.
• Ensure missed and canceled appointments are documented and managed according to organizational policy.
• Participate in referral coordination activities, including internal and external referrals.
• Support integration and coordination of medical, dental, behavioral health, and community resource services.
• Participate in team huddles and other care coordination activities as needed.

Insurance Verification and Financial Responsibilities

• Verify patient insurance eligibility and benefits.
• Determine allowable services and assist with obtaining required authorizations as appropriate.
• Generate and provide Good Faith Estimates for anticipated services.
• Collect co-pays, outstanding balances, and other payments from patients.
• Prepare, balance, and reconcile daily financial registers and transactions.
• Educate patients regarding Sliding Fee Discount Programs and other available financial assistance programs.

Health Information and Documentation

• Organize, maintain, and protect health information in both paper and electronic formats.
• Scan, import, file, retrieve, and release records and documents in compliance with organizational policies and applicable regulations.
• Review documents for completeness, accuracy, and compliance.
• Maintain accurate demographic, insurance, and other patient information in the practice management system to ensure data integrity.
• Enter and update patient-related information and…