Dental Front Desk

EOE Statement Blue Ridge Medical Center is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

The Dental Front Office Clerk is the Dental Center’s first and last contact with the patient and therefore sets the tone for the current visit and for the future acceptance of the Dental Center. Must be able to communicate well with patients, their family members, and staff members of Blue Ridge Dental (and Medical) Center and remain calm under pressure. The Clerk must be able to request confidential patient information tactfully and be able to handle it discreetly.

The Dental Front Office Clerk supports the Dental Center staff with providing oral health services and must deliver quality and compassionate care to all. May also be assigned to special projects and must demonstrate a sincere dedication and loyalty to the mission, vision and core values of BRMC. The Clerk performs all dental front office tasks and maintains safe and efficient patient flow by performing the following duties:

• Maintains the cleanliness and appearance of the dental waiting area and front office. Assures lobby restroom is clean and stocked. Contacts Facility Services if there are maintenance and/or custodial needs. Assures face masks and hand sanitizer is available to patients.
• Maintains friendly, supportive, and instructional customer service at all times. De-escalates customer concerns.
• Detects early if issue cannot be resolved and involves leadership.
• Requests patients who present with symptoms of an illness (examples may include coughing sneezing, runny nose, etc.) to wear a mask. If a patient refuses, make a note in the patient’s chart for the clinical staff.
• Must answer in-coming calls within 3 rings. May place on hold but gets back to caller as quickly as possible. If calls go to voice mail (after-hours, lunch break, etc.), all voice messages will be checked and appropriately addressed on the same day received.
• Uses 2-patient identifiers (full name and date of birth) during check-in and check-out process.
• Responds appropriately to patient questions. Seeks guidance for issues that are of clinical concern. Create and manage telephone encounters with accuracy as appropriate.
• Operates computer database using two patient identifiers to perform all necessary functions in the medical and dental software. Performs other computer operations as necessary.
• Triages patient phone calls and schedule patient appointments according to emergency, complexity of treatment and the availability of appointments.
• Completes patient appointment reminder calls and notifies dental patients and affected staff of cancellations and/or scheduling changes in a timely manner.
• Ability and willingness to assist in the performance of all Front Office operations for Dental (and Medical). May be required to function is both the check-in and check-out roles as needed. May be assigned to provide Front Office coverage at other BRMC sites as needed.
• Balances cash box at the end of her/his shift.
• Updates job knowledge by completing mandatory training programs and participating in educational and employee training opportunities and meetings as available.
• Understands BRMC policies and procedures and assists in their consistent enforcement.
• Performs other duties as assigned by CFO.

• Opens doors at the beginning of the day, disarms the alarm system.
• Switches phone system off of the after-hours call service prior to opening.
• Prints visit sheet, checks for additions or cancellations. Calls patients at least 24 hours prior to the scheduled appointment to confirm patient’s plan to attend. Have a copy available for the Dental Assistants.
• Assures providers’ schedules are filled. For openings or cancellations, uses the wait and bump lists to contact patients to schedule appointments.
• If patient does not confirm his/her appointment through the automated notification system, Clerk will contact patient via…