JOB SUMMARY

The position is responsible for answering phone calls for Capital Area Health Network, especially the Dental Department, scheduling appointments, leaving messages for providers and other staff members, responding to general inquiries, providing solutions to callers’ questions and concerns.

ESSENTIAL FUNCTIONS

• Answer phones and respond to inquiries regarding appointment scheduling and general questions while providing satisfactory customer service.
• Provide effective and courteous communication with patients to understand their needs and purpose of visit with a high level of professionalism and human relations skills.
• Educate patients on the importance of follow up appointments and schedule appointments that support office flow and function.
• Collect information from patients and enter data into their electronic health record, constantly updating changes that may occur over time.
• Always maintain HIPAA and client confidentiality.
• Facilitate effective communication between patients, providers, and staff.
• Interact positively with a diverse patient population.
• Demonstrate knowledge of skills necessary to meet the patient’s physical, educational, and safety needs. Perform other administrative duties and related tasks as assigned by the management team and staff.
• Develop, implement, project, and maintain a professional company image through phone interaction.
• Records Up- Keep which includes, but not limited to; developing, organizing, filing, and general maintenance of records. Complete call notes and document all communications with patients promptly. Alert supervisor of any trends in patient calls.
• Identify, research, and resolve patient issues using the necessary computer system and escalate as needed per chain of command.
• Develop, organize, maintain, complete all call logs and reports.
• Accurately obtain identification data, insurance, and income information, etc. and maintain current records in the EHR (Dentrix Enterprise)
• Confirm appointments 1 week and ten 1 day from office visit.
• Coordinate transportation for respective patients
• Monitor assigned voicemails and messages to the appropriate party.
• Perform other duties as assigned.

• Excellent communication skills (written and oral)
• Attention to detail
• Ability to plan and organize work
• Possesses physical strength necessary to lift mail bins, boxes, and related items
• Ability to operate office equipment and basic computer skills

• Customer Service- the individual must have excellent customer service skills and the ability to utilize these skills with internal and external customers
• Confidentiality- the individual must be knowledgeable of the HIPAA guidelines and have the ability to keep all patient information confidential.
• Communication- the individual must possess outstanding verbal and written communication skills.
• Knowledge of dental terminology, procedures, insurance, and diagnosis.
• Demonstrate knowledge in computer skills including ability to use computer for scheduling, word documents, and reasonable keyboard skills.
• Problem solving- the individual must possess excellent problem solving skills.
• Detailed-Oriented- the individual must be able to easily observe details and make a quick and efficient analysis.
• Proactiveness- the individual analyzes problems and demonstrates initiative in solving without much direction.
• Multi-task- the individual must be to multi-task in high stress, fast-paced environment.
• Motivation- the individual must have the ability to be a self-starter without requiring additional prompting from the supervisor.
• People Skills- the individual has excellent people skills which include being pleasant, listening, and exercising patience.

• Punctual- the individual has the ability to be on time to work and to all CAHN functions.
• Commitment- the individual must know and have the ability to commit to CAHN’s mission, vision, and values.

EDUCATION AND EXPERIENCE

• High School diploma and/or GED required; minimum of two years' experience required in medical office environment as a dental assistant or front desk representative, or any equivalent combination of education, training, and experience which provides the required knowledge and abilities.
• Basic office skills: typing, faxing, scanning, and telephone etiquette
• Preferred experience and proficiency in Dentrix

QUALIFICATIONS

To perform this job successfully, the employee must be able to perform each essential function, as well as the physical and mental requirements satisfactorily. The requirements listed above are representative of the knowledge, skills, abilities and other characteristics required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

DISCLAIMER

This job description is not intended to be construed as an exhaustive statement of duties, responsibilities, or requirements. Employees may be required to perform any other job-related instructions, as requested by their supervisor, subject to reasonable accommodation.