Dental Member Services Coordinator I, Temporary

3 weeks ago

Oakland, United States Native American Health Center Inc Full time

***
The Dental Member Service Coordinator I (DMSC) works as a part of a multi-disciplinary team of individuals who provide high quality member care and superior customer service. The DMSCI will be working with multiple systems such as Electronic Health Record, Electronic Dental Record and texting platforms while assisting front facing members and managing the ACD phone system. This position requires the ability to multitask and have knowledge of dental terminology, treatments and is responsible for assisting members with accessing dental services.

The Native American Health Center is an accredited institution and adheres to the standards of excellence set forth by the Accreditation Association of Ambulatory Health Care (AAAHC) and the Commission of Dental Accreditation (CODA).The Native American Health Center is an accredited institution and adheres to the standards of excellence set forth by the Accreditation Association of Ambulatory Health Care (AAAHC) and the Commission of Dental Accreditation (CODA).

**DUTIES AND RESPONSIBILITIES**
1. Greet all members in a courteous, helpful and professional manner over the phone and in person, responsible for creating and maintaining a welcoming atmosphere.
2. Schedule member appointments appropriately, answer and return telephone calls in a timely manner, and inform members of dental office procedures and policies.
3. Proactively manage and tetris appointment schedules to optimize appointment capacity and to fill appointment gaps.
4. Manage, review and respond to all member messages through the varying texting platforms (WellApp & DemandForce).
appropriately as well as activating the voice message system at appropriate times.
6. Confirm upcoming appointments based on office protocol. Carry out all tasks entailed in the robust confirmation calls and effectively and accurately complete all details of the workflow.
7. Answer member inquiries about their treatment plan. At times, relay information about financial responsibility, insurance and benefits, account status, if requested when Member Services is unavailable.
8. Manage, maintain and update multiple treatment designated waitlists on a day to day basis.
9. Complete in-reach calls for recall appointments, focused populations, and scheduling upon release of schedules.
10. Prepare and present reports about scheduling management for monthly staff meetings.
11. Receive and deliver messages to providers, ensure all stakeholders are aware of schedule changes, and inform the provider of outstanding payments that pertain to services requiring payment (i.e. Dental Labs).
12. Schedule dental lab pick up and deliveries, maintain current record of pick-ups and deliveries by collecting signature from lab personnel.
13. Distribute and collect updated annual departmental consent, policy and acknowledgement forms.
14. Confirm member insurance eligibility has been verified for all scheduled appointments at least two days prior to scheduled appointments. At times, notify members in a timely manner of changes to insurance benefits.
15. Check-in members for their scheduled appointments in a timely manner and complete all dental flows for the member appointment such as printing encounter labels.
16. Create and review member account alerts and flags for account status, identifying programs, service locations, treatment related notations, member transfer of care status, etc.
17. Collect Release of information form for members who are requesting release of records. Log requests in a timely manner for chart notes, radiograph copies, and ensure they are compliant with HIPAA policies and procedures.
18. Scan all dental forms into the members’ electronic dental record (EDR), accurately and with high attention to detail. File, date and label in accordance to the document tree.

**General Duties & Responsibilities**
19. Assist with language interpretation as needed.
20. Participate in Saturday clinics and after-hour clinics, on a rotating basis, as assigned by Supervisor.
21. DMSC I’s are assigned appropriate duties as they relate to specific sites, programs, and departments. These duties may include data entry, maintaining logs, attend meetings, assisting in audits, and supporting satellite clinics.
23. Employee Safety: Safely performs all duties; follows required protective protocols to ensure personal safety as well the safety of others.
24. Must maintain compliance with ergonomic safety standards; be mindful of posture and regularly practice ergonomic stretches.
25. Quality Improvement: Actively participate in internal quality improvement teams and work with members proactively to drive quality improvement initiatives in accordance with the mission and strategic goals of the organization, federal and state laws and regulations, and accreditation standards, when assigned.
26. HIPAA: Keep all protected health information (PHI) confidential and abide by HIPAA policies for the release and disclosure of any PHI. Will report unauthorized us

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