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Clinical Operations Assistant

2 months ago

Salt Lake, Utah, United States University of Utah Full time
Job Summary

This position will be located at the University of Utah's dental clinic. The Patient Services Specialist provides exceptional care for our patients and guests by offering them professional service and creating a memorable patient experience.

The incumbent accurately and professionally handles all front desk operations including, but not limited to all phases of the patient registration, scheduling, and payment collection processes.

The core responsibilities of this role maximize efficiency through facilitating and ensuring the accuracy of the information flow between patients, dental staff, and other various departments.

As a member of the University of Utah team, you are expected to form positive and productive relationships with peers, students, and leadership to support the mission, vision, values, and standards of the organization.

You are expected to encourage and foster a supportive and compassionate environment for all patients, students, faculty, staff, and the communities we serve.

Responsibilities
  • Schedules patient appointments and contacts patients for rescheduling, missed appointments and appointment reminders.
  • Assists patients with automated medical record access, as needed.
  • Corresponds with providers and staff via electronic medical records.
  • Greets and directs patients. Anticipates the needs of the patients and guests, then responds in an accurate and timely manner.
  • Completes patient check-in and check-out processes by reviewing accounts and other compliance-related documents for completeness and accuracy. Obtains and documents missing information required for registration.
  • Collects all necessary co-pays, deductibles, and co-insurance, as needed.
  • Reconciles cash against daily charge and cash reports.
  • Maintains accurate and orderly patient medical records ensuring all paperwork is scanned into electronic medical records.
  • Verifies charges are entered into electronic medical records.
  • Maintains and utilizes work-lists, including reminder calls, waitlists, referrals, and insurance verification.
  • Communicates with patients in a confidential, professional manner using empathy, tact, and diplomacy.
  • Acts as a liaison between patients, guests, back office staff, students, and providers.
  • Verifies patient benefits and eligibility, when needed.
  • Maintains accurate registration by completing assigned work queues.
  • Responds to questions regarding account status and concerns. Resolves billing or charge disputes or forwards problem accounts to the appropriate individual for resolution.
  • Performs other administrative duties, as required.
  • Assists in the orientation, education, and training of dental students, residents, and staff on clinical procedures and protocols.
  • Adheres to standards set by regulatory agencies and professional organizations.
  • Participates and contributes in committees and discussions regarding clinic operations, protocols, and/or quality assurance.
Requirements
  • Demonstrated potential ability to perform the essential functions of the job as outlined above.
  • Ability to maintain a professional demeanor in stressful or difficult situations.
  • Ability to provide care appropriate to the patient demographic served.
  • Ability to display active listening and verbalize empathy while developing relationships with patients, guests and coworkers.
  • Ability to assess data regarding the patient's status and provide care, as detailed in the department's policies and procedures manual.
  • Demonstrated excellent communication, interpersonal, organizational and follow-through skills.
  • Ability to be highly motivated and pay attention to detail with a passion to provide excellent customer service in a fast-paced and evolving environment.
  • Ability to work efficiently and independently.
  • Demonstrated computer skills and an ability and willingness to learn new applications and software, procedures and processes.
  • Ability to assimilate data from various sources.
  • Demonstrated knowledge of regulatory requirements to ensure that patient information is guarded and respected.
  • Ability to navigate a facility with multiple providers and services.
Preferred Qualifications
  • One year of office experience, customer service experience, or equivalency (one year of education can be substituted for two years of related work experience).
  • Current, valid driver's license at time of hire may be required in some areas.
  • This position is patient-sensitive and must fulfill all associated requirements.
Disclaimer

This job description has been designed to indicate the general nature and level of work performed by employees within this classification.

It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the job.