Job Description
Job Description
Patient Services Representative: Job Description
Summary: The Patient Services Representative (PSR) provides remote support to the dental practice, professionally handling patient calls and inquiries with a focus on problem-solving.
Compensation & Benefits
- Competitive Salary
- Medical and Vision Benefit Plans (Employer pays half of the monthly medical premium)
- 401k with a 4% company match
- Sign-on Bonus for Hygienists
- Paid Time Off (includes 3 sick days and bereavement days)
- Eight (8) Major Paid Holidays
Work Environment & Culture
- Flexible Schedule: Five (5) day work week, weekends off, work-life balance hours
- Flexible Location: In-person, remote, or hybrid availability
- Team Engagement Activities: Group parties and outings
Professional Development
- Continuing Education Growth Opportunities (employer-paid)
- Advanced Technology
- Training Resources
Core Functions:
- Communication & Collaboration: Attend and contribute to meetings; facilitate team communication respectfully; speak, understand, and write grammatically correct English clearly and concisely; focus patient conversations on dentistry; answer calls with a smile before the third ring; listen attentively; maintain a friendly attitude; resolve conflicts calmly; contribute to a positive team spirit; dress appropriately for remote meetings.
- Patient Education & Service: Educate patients on services with a customer service focus; demonstrate thorough dental knowledge; understand and respect practice values.
- Accuracy & Efficiency: Demonstrate accuracy in spelling and basic math; complete tasks on time; monitor key indicators daily; maintain a professional, open, positive, and flexible attitude; perform duties as assigned by the PSR Manager.
- Work Environment: Maintain a clean, uncluttered work area.
Essential Functions - Tasks:
- Patient Interaction & Support: Provide follow-up communication to patients; ensure patient satisfaction; conduct new patient interviews for toothache patients and facilitate same-day treatment conversion; welcome patients when answering the phone; address inquiries and schedule, confirm, cancel, and reschedule appointments; provide enhanced patient service care.
- Record Keeping & Administration: Maintain accurate patient records, treatment plans, and financial information; document insurance and personal details; update patient charts and appointment information accurately; complete assigned tickets in a timely manner; demonstrate computer proficiency, including creating, assigning, and resolving tickets within 48 hours.
- Knowledge & Collaboration: Be well-versed in treatment planning and presenting systems; collaborate with dental teams; stay updated on dental treatments, insurance policies, and industry best practices.
Job Complexity: PSRs must be proficient in all utilized software, scheduling procedures, and answering software for comprehensive patient support.
Specific Job Skills: In-depth knowledge of dentistry; superb communication skills; computer familiarity; customer service skills; self-directed and self-motivated; excellent telephone skills; influencing/negotiation skills; organizational skills; familiarity with ADA codes; creative problem-solving skills; keen understanding of scheduling and financial systems; ability to function as a supportive team member; ability to work independently and remotely.