Position Title: Patient Liaison
Reports To: Office Manager, as assigned
Status: Nonexempt, Regular, “At Will” Work Status, Part-time/Full-time
Promote practice growth through effectively implementing administrative procedures and positive, professional presentation as a member of the front desk team.Project the positive, friendly atmosphere of our practice by welcoming all visitors in a cheerful and professional manner. Under direct and indirect supervision, answer inquiries and obtain information for general public, patients, visitors, and other interested parties. Provide information to callers.
Perform routine clerical and administrative functions such as drafting correspondence to patients, scheduling appointments, organizing and maintaining paper and electronic files, presenting cases, track and balance, credit transactions, and other basic financial support functions.
WORKING CONDITIONS/PHYSICAL REQUIREMENTS
- Sitting 40%.
- Standing/walking 60%.
- Moderate noise levels from dental and other lab equipment.
- Medical, office, and lab setting.
- Minimum lifting requirements of 35 pounds in order to accept equipment deliveries and pack and unpack office supplies.
- Frequent client and interoffice personnel interaction as this position meets and greets patients and is heavily dependent on excellent customer interaction.
- Hearing – Must be able to hear telephonic equipment and comfortably communicate with patients and others by telephone and in person.
- Near Vision – The ability to see details at close range (within a few feet of the observer) as required for business software, and operating office machines.
- Exceptional hand dexterity and typing skills to work with standard software programs provided.
- Open office and prepare for business day.
- Monitor reception area for neatness and cleanliness. Replace magazines into racks or arrange onto tables, reposition chairs, dispose of trash, etc.
- Acknowledge all visitors promptly, regardless of task at hand.
- Memorize and deliver scripts in person and over the phone as appropriate.
- Welcome patients and visitors into office with cordial greeting and a smile.
- Schedule appointments in consideration of production and capacity.
- Present and explain treatment plans to patients before treatment(s) is performed.
- Present financing options and make necessary arrangements.
- Set up appointments with specialists when indicated, coordinate with specialists’ office, send x-rays, explanatory letter, and provide a referral card/pamphlet for specialist to patient.
- Accept and record payments made at the time of service.
- Monitor schedule and patients who are waiting in reception area, notify appropriate staff of patient arrival, and when there has been a delay in patient seating for appointment.
- Check patient records and provide with appropriate and necessary forms upon arrival (i.e. medical history, HIPAA consent, contact information, etc.).
- Make certain that office has x-rays from previous dentist when appropriate.
- Prepare End-of-Day routine, including but not limited to reconciling production and collection, settling credit card accounts and preparing and making bank deposits.
- Prepare and submit End of Day Reports.
- Providing information to patients/referring offices, taking messages and scheduling appointments.
- Greet visitors and callers, handle their inquiries, and direct them to the appropriate persons according to their needs.
- Learn to operate new office technologies as they are developed and implemented.
- File and maintain records.
- Collect, sort, distribute, and prepare mail, messages and courier deliveries.
- Input data into computer by typing with minimal errors.
- Provide information about the practice, such as location of offices, employees within the organization, or services provided.
- Transmit information or documents to patients using computer, mail, or facsimile machine.
- Balance credit transactions and provide basic financial clerical support duties.
- Must always represent the practice in a professional, pleasant, and cooperative manner.
- Must maintain regular, consistent, and punctual attendance in accordance with assigned schedule and time off policies.
- Must be able to comfortably and efficiently handle multiple deadlines and task assignments.
- Track office supply inventory.
- Must be able to work both independently and cooperatively in team settings.
- Occasionally there may be some travel, by car or plane, required in order to participate in continuing education or seminars.
- Other duties and tasks, as assigned periodically.
- Always maintain the highest level of confidentiality to HIPAA standards.
- Adhere to strict safety guidelines and procedures to OSHA and office standards.
- Must be detail oriented in order to prepare and process business correspondence.
- Must be flexible and understand that job duties may change from time to time and that this individual may be asked to assist in other areas of the office.
- Must demonstrate active listening by giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
- Must demonstrate good reading comprehension by understanding written sentences and paragraphs in work related documents.
- Must demonstrate excellent communication skills by talking to others to convey information effectively and preparing business correspondence.
- Good interpersonal skills to maintain positive rapport with patients, dentists, other staff members and community.
- Effective verbal skills to communicate clearly and professionally with patients and staff.
- Professional personal presentation.
EXPERIENCE AND EDUCATION
- High school diploma.
- Minimum of one year of office experience.
- Knowledge in Microsoft Office (Word, Excel, Outlook, etc.)