Job Description

• Patient AdvocateModesto, CA 95350## OverviewSalary Range$18.00 - $20.00 HourlyPosition TypeFull TimeJob ShiftDayCategoryDental## DescriptionThe Patient Advocate is an essential position in the dental practice responsible for delivering positive patientexperiences by effectively performing all service-oriented tasks, which include (but not limited to) warmlygreeting and checking in patients in a timely manner; ensuring smooth patient flow between the front and backoffice; supporting efforts to maintain full scheduling for the doctors; and supporting front office administrativetasks as needed. This position is key for promoting practice growth through effectively implementingadministrative procedures and a positive, professional presentation as a member of the front desk team. Thisposition will project the positive, friendly atmosphere of our practice, which includes welcoming and dismissingall visitors in a cheerful and professional manner.The Patient Advocate also serves as support to the Treatment Coordinator, relative to treatment planpresentation; therefore, it is expected this person will learn and use knowledge of dental procedures to educatepatients on ideal treatment plans. There is a performance-based bonus incentive available for eligible treatmentaccepted.WORKING CONDITIONS/PHYSICAL REQUIREMENTS•Sitting 70%.•Standing or walking 30%.•Moderate noise levels from dental and other lab equipment.•Dental, office, and lab setting.•Exceptional hand dexterity and typing skills to work with standard software programs provided.•Good mathematical aptitude to accept copayments for the practice.•Frequent client and interoffice personnel interaction.•Near Vision—the ability to see details at close range (within a few feet of the observer) as required forconstant usage of computer software and review of patient identification information.\\*RESPONSIBILITIES• Ensure smooth flow and timeliness in delivery of patient care in the dental office. This includesperforming front office daily opening and closing activities and always treating patients withprofessionalism and courtesy.• Monitor and maintain overall front office appearance to meet the company’s expectation of aremarkable patient experience.• Follow office protocols related to patient registration, appointment scheduling, patient flow, collectionof fees and organization and distribution of dental records and documents.• Assist with referrals to internal dental specialists and follow-up after missed appointments.• Participate in quality improvement activities, including adherence to OSHA and dental regulations.• Coordinate with the Back Office Lead to ensure smooth clinical flow and accountability.• Handle office scheduling and use problem-solving skills to minimize patient waiting time, and to increaseefficiency and quality of dental services.• Assist with training and orientation of new employees.• Participate in professional development opportunities.• Participate in daily huddles and support efforts to implement solutions to office operation issues.• Recommend suggestions to improve office management, including focus on meeting office KPIs (KeyPerformance Indicators).• Ensure appointments are scheduled in consideration of production and capacity.• Assist with meeting office goals for case presentation and acceptance of ideal treatment plans.• Assist with follow-up activities related to completing outstanding treatment plans, as needed (ex: statusof pre-authorization requests sent and received).• Maintain office supply inventory, including ordering as needed.• Assist in completing the End-of-Day routine, including but not limited to reconciling production andcollection, settling credit card accounts, and preparing bank deposits.• Travel to other locations, as needed.• Actively engage in internal marketing efforts of the practice.• Additional responsibilities as assigned.REQUIREMENTS• Excellent interpersonal skills to maintain positive rapport with patients, dentists, other staff membersand the community.• Must be outgoing and take initiative to engage with patients in promoting the practice to seek outopportunities to generate new patients and promote patient retention.• Exceptional verbal skills to communicate clearly and professionally with patients and staff.• Professional appearance for all front office team members.• Represent the practice in a professional, pleasant, and cooperative manner.• Contribute to the development of the practice’s mission and strategic vision.• Maintain regular, consistent, and punctual attendance in accordance with company policies.• Must be able to handle multiple deadlines and task assignments comfortably and efficiently.• Must be able to work both independently and cooperatively in team settings.• Time Management – Adept at managing time and prioritizing tasks.• Active Listening - Give full attention to what other people are saying, take time to understand the pointsbeing made, ask questions as appropriate.• Initiative – A self-starter who is motivated to perform efficiently to support the flow of the office.• Judgment and Decision Making – Ability to evaluate the relative costs and benefits of potential actionsand decisions within purview and to choose the most appropriate one.• Respond creatively and constructively with solutions to problems.• Maintain the highest level of confidentiality and adherence to HIPAA standards.• Adhere to all company policies and protocols.• Must be flexible and willing to perform the duties of others in their absence.## Qualifications• Minimum education of a high school diploma or GED.• Prior experience in a dental setting is a plus.• At least one year of face-to-face customer service experience is required.• Computer literacy.
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