Dental Member Services Coordinator I, Spanish & Non Spanish

Job DetailsJob Location: Flicker 3050 Oakland - Oakland, CA 94601Position Type: Full TimeEducation Level: High SchoolSalary Range: $23.95 - $28.23 HourlyTravel Percentage: Up to 25%Job Shift: DayJob Category: Health CarePOSITION: Dental Member Services Coordinator I 
DEPARTMENT: Dental
REPORTS TO: Senior Dental Clinic Manager
LOCATION: Native American Health Center (NAHC)
3050 International Blvd., Oakland, CA 94601
WORK HOURS: Full Time, 40 hours per week, 100% FTE
STATUS: Union, Non-Exempt

 

POSITION SUMMARY
The Dental Member Service Coordinator I (DMSC I) is a member of a multi-disciplinary team dedicated to delivering high quality member care, exceptional customer service and aiding members in accessing dental services. DMSC I’s are assigned specific responsibilities that pertain to particular sites, programs, and departments. These responsibilities may encompass data entry, maintaining logs, participating in meetings, assisting with audits, and providing support to other locations. The DMSCI will engage with various systems, including Electronic Health Records, Electronic Dental Records and multiple texting platforms, while assisting members directly and managing the phone system. The DMSC I will explain treatment plans, discuss procedures, address concerns, and help members understand costs and payment options. This position requires the ability to multitask and a solid understanding of dental terminology.

This role requires participation in Saturday clinics, scheduled on a rotating basis, as designated by the Supervisor.

The Native American Health Center is an accredited institution and adheres to the standards of excellence set forth by the Accreditation Association of Ambulatory Health Care (AAAHC) and the Commission of Dental Accreditation (CODA).

DUTIES AND RESPONSIBILITIES
1. Responsible for establishing and upholding a welcoming atmosphere while adhering to professional communication etiquette. Welcoming all members in a polite, supportive and professional manner both over the phone and in person.
2. Distribute, gather and scan the updated annual required forms, following the established workflows for completing and scanning both mini and annual registrations into the EHR system for all members. (i.e. registration forms, departmental policy and acknowledgement forms).
3. Adhere to telephone management protocols by responding to phone calls by the third ring, reviewing voicemails every two hours, and returning calls within 24 hours.
4. Oversee, evaluate, and reply to all incoming communications, including messages, emails and faxes. Receive and forward messages to relevant recipients (i.e. providers, manager).
5. Responsible for implementing and accurately following scheduling practices and workflows. Actively managing and “tetrising” appointments to enhance appointment capacity and to occupy all appointment gaps.
6. Execute all responsibilities associated with the robust confirmation call workflows, ensuring that all aspects of the workflow are completed effectively and accurately.
7. Oversee, sustain, and update various treatment-specific waitlists daily.
8. Conduct thorough in-reach calls for recall appointments, targeted populations and scheduling upon release of schedules.
9. Responsible for collecting co-payments, coinsurance, informing members of account balances and providing payment receipts to members. Transactions are to be posted into the member’s record immediately and accurately. This task is crucial to maintaining the financial health of the dental department.
10. Responsible for reconciling daily cash collections and cash drawer.
11. Respond to member inquiries regarding their treatment plan. Occasionally, provide information about financial responsibilities, insurance, benefits, account status, if requested when Member Services is unavailable.
12. Arrange for collection and delivery of dental lab cases, ensuring to keep an up-to-date record of pick-ups and deliveries by obtaining signatures from laboratory staff.
13. Ensure that the eligibility of member insurance has been verified for all scheduled appointments at least two days in advance. Additionally, inform members promptly about any changes to their insurance coverage.
14. Ensure that members are checked in for their scheduled appointments promptly and complete all dental workflows related to the member’s appointment, including printing of all labels for forms.
15. Create and review alerts and flags for member accounts regarding account status, identification of qualifying programs, service locations, treatment related notes, member transfer of care status, etc.
16. Collect the ‘Release of information’ request forms for members who are requesting release of records. Record requests promptly for chart notes and radiograph copies, ensuring compliance with HIPAA policies and procedures.
17. Scan all dental forms into the members’ electronic dental record (EDR) or Electronic Patient Manage