On-Call Patient Care Advocate

Starting hourly rate for the position is $26.82 per hour.

In partnership with the clinical team, the Care Advocate Traveler works seamlessly with the team to provide coverage for assigned shifts with a focus on providing quality customer service through the coordination of patient flow and effective communication with patients, doctors, practice managers and clinic staff. The Care Advocate will act as the bridge for communication between patients, clinic staff and appointment center representatives by monitoring treatment completion, facilitating oral

health improvement initiatives and focusing on patient engagement. The Care Advocate helps to strengthen the therapeutic alliance between clinicians and patients by supporting provider recommendations, interventions, prescriptions and recalls.

Essential Position Functions

• Oversee the daily schedule. Seek opportunity to maximize scheduling efficiencies. Maintain awareness of schedule changes; promptly identify and correct scheduling errors.

• Understand payment methods and communicates fee requirements to patients. Collect and document payments for dental services.

• Responsible for proper handling of monies. Accurately balances daily payment ledger and reconciles payments. Properly completes M.O.O.L.A.H. form and forwards to Accounting Department. Accurately completes deposit slips and makes timely daily bank deposits.

• Update patient card, confirm and verify insurance information. Schedule treatment as directed by clinicians.

• Ensure charts are organized, prepared and available for patient appointments. Use proper chart routing processes. Perform chart maintenance, as needed. Prepare new patient charts, according tocurrent WD guidelines. Duplicate charts and records as requested.

• Initiates a partnership and builds rapport with patients by providing thorough and accurate information and addressing any patient questions or concerns related to their treatment plan, aswell as provides Statement of Services at each visit.

• Responsible for opening and closing the clinic. Responsible for keeping reception area neat and clean to instill patient confidence and comfort.

• Partner with clinical team to enhance understanding of dental procedures, treatment series and interventions to enhance patient understanding.

• Partner with clinical team to understand provider’s expectations and reiterate communication directives to the patient.

• Partner with clinical team to triage incoming emergency and unplanned treatment calls.

• Ensure coordination of care by scheduling and reinforcing recalls, referrals to internal and external providers and answering patient questions related to their care.

• Strict adherence to Willamette Dental Group’s Personal Protective Equipment (PPE) policy. This includes but is not limited to the use of N95 respirators and other PPE as required by regulatorybodies and company policy.

• Employee may be assigned to work a Saturday as needed. Saturday shifts are 6 hours in duration from 7 a.m. – 1 p.m. although employee will be paid as though they worked a 10-hour shift.

Job Qualifications

• High school diploma or GED required.

• Post-secondary coursework is desirable OR equivalent combination of education and experience which will provide the ability to perform the essential functions of the position.

• Minimum 6 months as an existing Care Advocate. Medical/dental clinic orhealthcare experience highly desirable, including strong knowledge of HIPAA compliance procedures.

Licenses, Certificate, and Registrations

• Able to successfully demonstrate educational requirements regarding care advocacy in the form of an electronic exam.

• Able to successfully demonstrate case presentations regarding care advocacy to the Managing Doctor and Practice Manager.

Knowledge of:

• Strong computer skills including Microsoft Windows applications, and experience with electronic medical or dental records

• Cash handling and payment procedures. Ability to learn different types of insurances and apply benefits accordingly.

• Excellent customer service skills; ability to manage conflict; identify alternative means of communication as needed; and communicate effectively and professionally with patients and team members.

Skill in:

• Experience working with various teams and demonstrating complete knowledge of the Care Advocate role.

• Listening to patient needs, building rapport and making personal connections.

• Utilizing motivational interviewing techniques to identify patients’ barriers to care and identifying solutions and alternatives.

• Strong organizational skills with ability to prioritize and meet deadlines. Strong attention to details and producing accurate work.

• Working knowledge of CAMBRA/PEMBRA philosophy and guidelines, and ability to review information presented on the PDCP.

• Working knowledge of dental terminology, risk factors, diagnosis, treatment plans and recalls.

Ability to:

• Travel to other Willamette Dental office may be required on an ongoing basis

• Work without supervision but know when to consult with manager for assistance.

• Provide leadership with ideas/suggestions on how to improve flow using Best Developed Practices.

• Interpret and follow guidelines accurately.

• Adapt, accept and apply changes in policies, procedures and department requirements.

• Embrace and promote company’s model of practicing dentistry.

• Uphold and exemplify the company’s core values.

Company Overview

We provide:

• A stable, dentist-owned private company with an eye on the future.

• A culture of inclusivity and respect in line with our core values of health, compassion, innovation and integrity.

• Supportive community outreach dollars and encouragement to volunteer.

• Thorough employee orientation and onboarding.

We are:

• A provider and employer of choice in the Northwest for 50 years.

• Dental insurance + providers in over 50 general and specialty offices in OR, WA and ID.

• Dedicated to proactive care to facilitate the best possible outcomes.

Willamette Dental Group is an equal opportunity employer.

We provide equal employment opportunities to all employees and applicants for employment without regard to an individual’s race (including physical characteristics historically associated with race), religion, color, age, sex (including pregnancy), national origin, veteran status, disability, marital status, genetic information, sexual orientation, gender identity, pregnancy-related condition, or any other classification protected by applicable federal, state or local laws.

• High school diploma or GED required.

• Post-secondary coursework is desirable OR equivalent combination of education and experience which will provide the ability to perform the essential functions of the position.

• Minimum 6 months as an existing Care Advocate. Medical/dental clinic orhealthcare experience highly desirable, including strong knowledge of HIPAA compliance procedures.

Licenses, Certificate, and Registrations

• Able to successfully demonstrate educational requirements regarding care advocacy in the form of an electronic exam.

• Able to successfully demonstrate case presentations regarding care advocacy to the Managing Doctor and Practice Manager.

Knowledge of:

• Strong computer skills including Microsoft Windows applications, and experience with electronic medical or dental records

• Cash handling and payment procedures. Ability to learn different types of insurances and apply benefits accordingly.

• Excellent customer service skills; ability to manage conflict; identify alternative means of communication as needed; and communicate effectively and professionally with patients and team members.

Skill in:

• Experience working with various teams and demonstrating complete knowledge of the Care Advocate role.

• Listening to patient needs, building rapport and making personal connections.

• Utilizing motivational interviewing techniques to identify patients’ barriers to care and identifying solutions and alternatives.

• Strong organizational skills with ability to prioritize and meet deadlines. Strong attention to details and producing accurate work.

• Working knowledge of CAMBRA/PEMBRA philosophy and guidelines, and ability to review information presented on the PDCP.

• Working knowledge of dental terminology, risk factors, diagnosis, treatment plans and recalls.

Ability to:

• Travel to other Willamette Dental office may be required on an ongoing basis

• Work without supervision but know when to consult with manager for assistance.

• Provide leadership with ideas/suggestions on how to improve flow using Best Developed Practices.

• Interpret and follow guidelines accurately.

• Adapt, accept and apply changes in policies, procedures and department requirements.

• Embrace and promote company’s model of practicing dentistry.

• Uphold and exemplify the company’s core values.

In partnership with the clinical team, the Care Advocate Traveler works seamlessly with the team to provide coverage for assigned shifts with a focus on providing quality customer service through the coordination of patient flow and effective communication with patients, doctors, practice managers and clinic staff. The Care Advocate will act as the bridge for communication between patients, clinic staff and appointment center representatives by monitoring treatment completion, facilitating oral

health improvement initiatives and focusing on patient engagement. The Care Advocate helps to strengthen the therapeutic alliance between clinicians and patients by supporting provider recommendations, interventions, prescriptions and recalls.

Essential Position Functions

• Oversee the daily schedule. Seek opportunity to maximize scheduling efficiencies. Maintain awareness of schedule changes; promptly identify and correct scheduling errors.

• Understand payment methods and communicates fee requirements to patients. Collect and document payments for dental services.

• Responsible for proper handling of monies. Accurately balances daily payment ledger and reconciles payments. Properly completes M.O.O.L.A.H. form and forwards to Accounting Department. Accurately completes deposit slips and makes timely daily bank deposits.

• Update patient card, confirm and verify insurance information. Schedule treatment as directed by clinicians.

• Ensure charts are organized, prepared and available for patient appointments. Use proper chart routing processes. Perform chart maintenance, as needed. Prepare new patient charts, according tocurrent WD guidelines. Duplicate charts and records as requested.

• Initiates a partnership and builds rapport with patients by providing thorough and accurate information and addressing any patient questions or concerns related to their treatment plan, aswell as provides Statement of Services at each visit.

• Responsible for opening and closing the clinic. Responsible for keeping reception area neat and clean to instill patient confidence and comfort.

• Partner with clinical team to enhance understanding of dental procedures, treatment series and interventions to enhance patient understanding.

• Partner with clinical team to understand provider’s expectations and reiterate communication directives to the patient.

• Partner with clinical team to triage incoming emergency and unplanned treatment calls.

• Ensure coordination of care by scheduling and reinforcing recalls, referrals to internal and external providers and answering patient questions related to their care.

• Strict adherence to Willamette Dental Group’s Personal Protective Equipment (PPE) policy. This includes but is not limited to the use of N95 respirators and other PPE as required by regulatorybodies and company policy.

• Employee may be assigned to work a Saturday as needed. Saturday shifts are 6 hours in duration from 7 a.m. – 1 p.m. although employee will be paid as though they worked a 10-hour shift.