UNIV - Patient Service Representative - College of Dental Medicine

Job Description Summary

The Patient Service Representative (PSR) reports directly to the Patient Service Representative Supervisor for their assigned clinic. Under general supervision, the PSR provides a high level of customer service while verifying and preparing documentation for the Dental Medicine EHR. This role facilitates the timely completion of the front desk registration process, telephone inquiries, scheduling, patient check-out process, and works closely with students and faculty to provide quality service and care to patients. Provides courteous and professional customer service to internal and external customers.

Entity

Medical University of South Carolina (MUSC - Univ)

Worker Type

Employee

Worker Sub-Type​

Classified

Cost Center

CC001135 CDM Dental Teaching Clinic

Pay Rate Type

Hourly

Pay Grade

University-04

Pay Range

32,686.00 - 46,578.50 - 60,471.000

Scheduled Weekly Hours

40

Work Shift

Job Description

Job Responsibilities:

20% Patient Service Representative understands and consistently follows the MUSC Standards of Behavior and completes all assigned annual training.  Provides excellent customer service to all internal and external customers, maintains open communication lines, and understands Federal, State, MUSC Enterprise, University and CDM policies, procedures, and guidelines as it relates to their position responsibilities.

20% Patient Registration: Responsible for management of patient registration, updating all patient demographics at each visit, and obtaining signatures on required documents and consents as needed. Scan insurance cards and submit insurance verification forms to the Billing Office. Based on the assigned clinic, you may be responsible for verifying insurance benefits prior to patient’s appointments.

20% Patient Scheduling: Responsible for scheduling patient appointments by using the planned appointment lists in Electronic Health Record (EHR) system to ensure the schedules are full. Confirm any unconfirmed patient appointments by telephone.  Complete contact notes in EHR to document relevant information and attempts to contact patients about appointments in a timely and accurate manner.  Based on the assigned clinic location, you may also be required to use Epic to schedule and manage the patient appointments.

20% Payments and Insurance Verification: Collect, post, and reconcile payments for patients in the Dental Medicine EHR.  Collect all payments due at point of service (Check in or Check out). Post all payments in EHR and provide patient with receipt. Discuss upcoming treatment appointments, financial responsibilities for future appointments, and provide a printed appointment reminder to each patient. Must enter transaction notes in EHR documenting any relevant financial conversations and all posting errors, refunds, etc. Scan all necessary documents in EHR as attachments. On a daily basis, prepare and reconcile deposits of cash, check and credit card transactions for assigned clinic area following all CDM guidelines and University policies and procedures.

10% Responsible for answering all incoming phone calls for your assigned clinic area using the assigned Avaya Agent login ID. Manage incoming referrals for your assigned clinic using the EHR. Maintain reception and waiting area in a neat and orderly fashion. 

5% Assist the College of Dental Medicine’s Department Chairs, Faculty, Residents and Students and/or Patient Care Coordinators in any duty that relates to scheduling, patient care and quality assurance. Assist with the student accountability program for attendance in the pre-doctoral clinics.

5% Any other duties as assigned by the Supervisor.

MUSC Minimum Training and Experience Requirements:

A high school diploma and two years work experience that is directly related to the area of employment. A bachelor's degree may be substituted for the related work experience. 

Knowledge, Skills & Abilities:

A high school diploma and prefer five years of clerical experience (preferably in a dental office) or a dental assisting certification and two years of experience. Experience dealing with the public and/or patients, preferred. Ability to interact with integrity patience with patients, dental students, faculty and staff members. Knowledge of clinic finance operations, dental insurance and standards of patient care preferred.

MUSC Physical Requirements:

(Note: The following descriptions are applicable to this section: Continuous - 6-8 hours per shift; Frequent - 2-6 hours per shift; Infrequent - 0-2 hours per shift)