DENTAL SERVICES SUPERVISOR

Job Description

Job Description

The Clinical Infrastructure Department is WWH’s centralized medical, dental, and behavioral health support department. The Dental Services Supervisor supervises Dental Services Representatives and oversees front- and back-end administrative dental office functions at the 1525 and MRC locations. This is an on-site, non-remote position requiring regular, in-person interaction with staff, patients, and providers in a clinical setting.

The Dental Services Supervisor provides day-to-day supervision and guidance to front desk staff and works collaboratively with clinical teams and the Call Center that schedules dental appointments. This role supports daily dental department operations by monitoring workflows, reinforcing compliance with regulatory and organizational standards, and assisting with front desk functions including patient registration, scheduling, insurance verification, billing and prior authorizations, referrals, payment collection, cost estimates, interpreter coordination, and the application of dental administrative knowledge.

Whitman-Walker Primary Essential Duties:

• Performs and behaves in accordance with Whitman-Walker’s mission, cultural norms and core values of dignity, respect, affirmation, and humility.
• Maintains a respectful, non-judgmental, and compassionate manner with patients/clients/staff.
• Demonstrates excellent customer service by identifying and exceeding customer requirements.
• Adheres to Whitman-Walker policies and procedures, with special attention given to HIPAA requirements.
• Maintains data integrity through conscientious use of relevant tools and employing a system of checks and balances.
• Demonstrates organizational skills necessary to multi-task, meet deadlines, and re-prioritize as needed.
• Participates in organizational quality and performance improvement activities.

Role Specific Primary Essential Duties:

• Supervises the daily operations of the dental department by supporting high-quality patient care, efficient workflows, and adherence to regulatory and organizational standards.
• Conducts bi-weekly audits of patient files to assess staff performance, ensure compliance with clinic and departmental policies, and provide constructive feedback; escalates trends or concerns to management as needed.
• Maintains time and attendance records to support management with timesheet approvals and communicates with employees regarding attendance patterns, including absences, tardiness, or early departures.
• Ensures dental reception desks are appropriately staffed during designated operating hours and assists with coverage as needed.
• Serves as the first point of contact for direct reports and patient feedback; collaborates with internal departments to address and resolve routine inquiries in a timely and professional manner.
• Supports onboarding of new hires, including orientation, system access, workflow training, and completion of required documentation, in coordination with management.
• Communicates effectively and responds promptly to assigned communications (email, EMR messages, faxes, and correspondence) and ensures Dental Services Representative (DSR) staff meet communication standards.
• Oversees patient scheduling to ensure appropriate appointment placement, including arranging ASL or other interpreter services and initiating referrals as required.
• Trains intake staff on collecting, documenting, and updating patient Language Access Requirements.
• Verifies interpreter services are requested and confirmed for medical, dental, mental health, public benefits, and other appointments.
• Supports financial integrity by ensuring staff accurately complete real-time insurance eligibility verification, process payments, collect balances, generate receipts, maintain receipt logs, and complete reconciliations in accordance with policy.
• Reconciles daily patient payments by balancing cash, checks, and credit card receipts against EMR transactions, including end-of-day cash drawer counts and reports.
• Monitors commercial and public insurance utilization to help ensure annual maximums are not exceeded and flags concerns to management.
• Acts as a liaison to the Billing Supervisor by providing required documentation for dental claim submission and re-submission and following established billing protocols.
• Reviews claim-level analysis reports monthly and submits documentation to billing to support claim re-submission efforts.
• Collaborates with dental providers and staff to support resubmission of pre-authorization denials.
• Prepares operational reports and shares observations and recommendations with management.
• Maintains communication with Call Center and Client Services leadership regarding scheduling updates, workflow coordination, and operational concerns.
• Oversees incoming and outgoing referrals and maintains referral tracking reports.
• Advocates for employees by providing support, identifying resources, removing barriers, fostering a positive work environment, and recognizing performance.
• Performs front desk and administrative duties to the same standards as DSR staff when providing coverage and offers accurate program-specific and general information about Whitman-Walker services to patients.
• Ensures staff have necessary supplies, equipment, and workspace resources; submits office supply needs to the Dental Services Manager.
• Supports maintenance of portal logins and passwords for dental carriers in coordination with management.
• Ensures public-facing areas remain clean, organized, and professional.
• Supports processing of incoming mail within the dental inbox.
• Assists with maintaining dental provider schedules, including creating and modifying provider templates.
• Performs other duties as assigned.

Budget Responsibilities

No direct budget responsibilities

Management Responsibilities

Supervises, schedules, and monitors performance, provides feedback, and initiates corrective action to Dental Service Representatives (DSR)

Core WWH Knowledge, Skills and Talents Required

• Ability to work independently with minimal supervision.
• Ability to manage time and effort to meet strategic objectives.
• Knowledge of principles and processes for providing excellent customer service, both internal and external.
• Knowledge of all applicable WWH policies and procedures.
• Excellent oral and written communication skills.
• Knowledge of healthcare information systems with the ability to adapt to new electronic

medical record and population health platforms.

• Analytical skills necessary for the preparation of accurate, concise, and comprehensive reports.
• Ability to maintain records and information in an accurate, timely, and confidential manner.
• Ability to adapt to changes in the service delivery model, re-prioritizing as necessary.
• Flexibility to work various shifts, including afternoon, evening, and weekend shifts as

necessary.

• Flexibility to work within the organizations at various locations as necessary.
• Commitment to health equity.

Role Specific- Knowledge, Skills and Talents Required:

• Knowledge of standard dental office operations to include patient scheduling, dental

terminology, dental insurance verification, dental prior authorization, dental billing, and dental software.

• Knowledge of health center front and back-office operations and ability to understand and become knowledgeable of PCMH, Ryan White and other grant requirements, and FQHC requirements as they relate to patient scheduling, registration, insurance verification, prior authorization, billing, payment collection, and payment posting.
• Knowledge of principles and processes for providing excellent customer service in telephone, face to face interpersonal and written correspondence - including the ability to assess customer need, meet quality service standards, and evaluate customer satisfaction, coach staff, and effectively de-escalate difficult customer encounters
• Ability to work independently and learn quickly.
• Ability to effectively communicate with staff and patients in an affirming, respectful and

efficient manner.

• Fluency in dental terminology.
• Fluency in HIPAA laws and regulations.
• Knowledge of electronic medical record, EPIC Systems, and computer software programs used by Client Services.
• Knowledge of Microsoft Office products.
• Possess the ability to establish and maintain professional working relationships with all levels of staff, patients, and the public, and to work comfortably with people with HIV, and persons with different ethnicities, sexual orientations, gender identities, color, religion, marital status, national origin, age, disability, and veteran status.
• Flexibility to work alternative hours and shifts, and locations, as necessary, to ensure adequate coverage.
• Promote and maintain positive inter and intra department relations and work harmoniously with others.
• Communication: Direct and indirect communication. Written and verbal competence.

Education and Experience Required

• Associates degree or equivalent work experience required.
• 3 years of experience in dental practice including verifying dental insurance and benefits,

obtaining prior authorizations, scheduling patients, collecting, and posting payments, and

providing dental reception desk coverage required.

• 2 years of experience working with a broadly diverse population and ability to work

harmoniously with diverse groups of individuals required.

• 2 years of experience working with members of the Lesbian, Gay, Bisexual, Transgender,

Gender Expansive, Queer, Asexual, Intersexed communities preferred.

• 2 years of experience working with people living with HIV or issues related to HIV care

preferred

Working Conditions:

Working conditions for this position are normal for an office environment. Individuals may be required to work evenings and / or weekends, inclement weather and organization events.

Required to work during Inclement Weather events.

Physical Demands:

• Lifting: No more than 20 lbs. and infrequently.
• Movement: Standing and sitting for long periods.
• Visual: Long periods on computer.
• Concentration: Extended periods of engagement with computer systems where concentration is key to accuracy in data entry. Intermittent periods of engagement with a telephone system to respond to inquiries where concentration is key to task performance.