Patient Engagement Representative Dental Call Center

SUMMARY: Provides patients with high quality, efficient, and effective service via call center. Actively works to create and maintain a professional, positive patient experience.

PRIMARY RESPONSIBILITIES:

• Knowledge and understanding of Employee Handbook.

• Carry out the meaning of the CSMD Mission and Vision statements.

• Practice a culture of safety to reduce or prevent risk of injury, claims, loss, or liability by utilizing the Risk Management and Infection Control Plan.

• Perform responsibilities with a high-quality standard to yield improved compliance, quality, and patient outcome measures by adhering to the Quality Improvement Plan.

• Be present and ready for work as scheduled.

• Attend in-service trainings, departmental meetings, and community events.

• Work cohesively with team members.

CORE RESPONSIBILTIES:

• Greets patients, families, and providers in a courteous, friendly, and professional manner.

• Effectively, comprehensively utilizes the electronic dental/medical record entering and retrieving data, documenting, tracking, and managing patient care.

• Confer with customers by telephone to provide information about services, take or enter appointments and cancellations, and obtain details of complaints.

• Promptly and accurately documents in the patient's electronic dental record (EDR).

• Prior to transferring a call, explain to the caller that the provider (dentist, hygienist, etc.) or dental staff may not be available and leave a message to have a returned phone call.

• If a provider's office or hospital is calling for a specific provider or dental/medical staff (i.e. nurse and it is urgent, then page the respective person to have him or her answer the call.

• Always project a friendly and upbeat tone while interacting with callers and co-workers.

• Maintain accurate confidential records of patients' interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.

• Recommend improvements in service to reduce or prevent future problems.

• Coordinates requests for medical records with Health Information and Technology Manager.

• Works with the Front Desk to schedule follow-up visits for patients.

• Follows and actively participates in CSMD's Quality Management Plan and adheres to standards of improvement accordingly.

• Serves as backup for Front Desk staff inclusive of scheduling appointments for all new and established patients and rescheduling.

• Relays necessary information from the notes section on the appointment during confirmation process.

• Satisfactory completion of Demandforce Overview.

• Performed other duties as assigned.

REQUIREMENTS:

• High School Diploma or equivalent. Dental assistant preferred.

• Must have ability to learn using Electronic Health Records (dental and medical); must have strong computer skills.

• Excellent verbal and written communication skills.

• Must have exceptional interpersonal communication skills.

• Must be able to effectively resolve conflicts.

• Dental knowledge required.

• Bilingual preferred.

• Performs all job responsibilities in full compliance with all applicable laws, rules, regulations, policies, and procedures.

SUPERVISES

N/A

PHYSICAL REQUIREMENTS:

• Visual acuity - always

• Hand - eye coordination - always

• Lifting approximately 10-15 lbs., Pushing, Pulling - sometimes

• Stooping, Bending, and Standing - sometimes

• Walking- frequent; short distances

G.WORK ENVIRONMENT:

• Indoor, environmentally controlled

• Exposure to disease or infections

• No vibrations

• Exposure to artificial and/or natural light

• Exposure to outdoor weather elements