MyCHN is a nonprofit organization providing Medical, Dental, Behavioral Health, and Pharmacy services to communities in the South Houston and Gulf Coast area. We were founded in 2008 with one provider, three exam rooms and a big dream. Today, we have over 100 providers and more than 15 locations. MyCHN’s mission is to “provide quality care that uplifts, supports, and shapes healthy communities while addressing financial and social barriers”.

Job Summary:

The Dental Patient Experience Supervisor is responsible for overseeing the functions of front desk representatives and plays a key role in patient experience, patient retention, and the overall schedule to increase dental productivity. This position requires detailed knowledge all of aspects of dental patient services operations, including patient appointments, registration protocols, billing practices, telephone practices and scheduling guidelines. This individual aids in setting goals, priorities, and performance standards for patient access functions within patient services including scheduling, registration, insurance verification, referral to all CHN service lines and pharmacy, reinforces and educates patients regarding value and experience of all service-lines. The position requires the ability to plan and assist Patient Services Specialists, schedule, organize and respond appropriately to a wide variety of subjects and situations. Position will have responsibilities associated with ACO, PCMH and Meaningful Use measures especially those associated with coordination with patient portal, documentation of patient demographics and patient communications.

Supervisory personnel are expected to provide ongoing reviews and performance feedback to staff members in a timely manner. The position is responsible for taking next steps to deescalate concerns beyond subordinate’s capability and to provide direct assistance to individuals and teams when staffing needs demand.

Duties and Responsibilities:

• Provides direction to the dental PSS & department with respect to the defined MyCHN customer service processes including listening skills, problem resolution and adherence to established guidelines. Provides orientation and training for all new Patient Service Specialist (PSS) employees
• Provide day-to-day supervision of all the dental patient specialists and all front desk duties. Achieve daily financial goals, growth, and sustainability within the schedule
• Verify appointments have been confirmed two to three days in advance. Follow up on all unconfirmed production appointments for the next day and handle all production cancellation calls Reviews completed eligibility status and confirmed eligibility on all other patients. Audits benefits remaining per patient payor (when applicable)
• Reviews provider schedules two weeks out to ensure productivity and monitors schedule (wait times, no shows, cancellations, changes)
• Verify necessary consents are signed and scanned into patient chart (at the direction of the provider)
• Patient Balance Follow-Up Report (once a week)
• Verify all payments are collected and posted
• Verify all forms and adjustments are completed for payment arrangements/financing. Insurance referrals or pre-authorizations are completed and scanned into patient images
• Create operational excellence through efficient processes that increase scheduled to budget and assess where and how to maximize the daily revenue goals
• Assists in developing patient services policies and procedures and in the development of quality improvement programs to increase and maximize productivity, same day appointments and treatment and improve patient experience service levels
• Participates in the planning and evaluation of root cause issues to increase continuous improvement in the field, determine and identify trends and make appropriate, timely recommendations to management
• Assist PSS team by being available to answer questions resolve issues relating to customer's issues and other service-related concerns
• Works directly with the Integrated Patient Experience Coach and with all CHN departments to stay informed of the Center’s operational processes and provide feedback to IPEC of all information or changes that will affect the PSS department.
• Works directly with the Integrated Patient Experience Coach to stay informed of all integration workflows with all CHN service lines
• Adheres to the mission and vision of patient access and Whole Person Care

Required Skills/Abilities: 

• Knowledge of dental treatments, terminology, and insurance plans (ACO, Medicaid, and Chip)
• Familiarity with office equipment: computer keyboards, calculators, photocopiers, and faxes
• Ability to communicate clearly and effectively
• Ability to work with people of all socioeconomic levels
• Strong team player with a focus on collaboration
• Ability to respond effectively to the most sensitive inquiries or complaints
• Ability to handle multiple projects simultaneously
• Consumer advocate for quality health care and services

Preferred Skills/Abilities:

• Bilingual ability in Spanish

Required Education and Experience:

• High school diploma or GED 
• Clerical or front office experience in a dental practice, preferably office management, 2-3 years

Preferred Education and Experience:

• None

Supervision Responsibilities:

• Influences, supports, and motivates staff and coworkers
• Effectively makes decisions within the scope of assigned position and uses resources wisely
• Demonstrates leadership in support of the Agency’s mission and goals
• Drives service delivery systems to support the agency’s mission, vision, and values

Physical Requirements

• Occasionally required to sit
• Frequently required to talk and stand
• Frequently required to utilize hand and finger dexterity
• The employee must occasionally lift and/or move up to 50 pounds
• Specific frequently vision abilities required by this job include: Close vision, Color vision, Peripheral vision, Depth perception, and Ability to adjust focus

Work Environment:

• BLOODBORNE PATHOGENS EXPOSURE LEVEL: 2 (MEDIUM)
• Noise Level: Moderate

Benefits:    

• Health Insurance with the employee monthly premium paid 100% by MyCHN
• Dental Insurance with the employee monthly premium paid 100% by MyCHN
• 401 (k) with up to 4% company matching
• Paid Time Off accrues 128 hours the first year. The amount accrued increases as years of service increases.
• Sick Time of 40 hours per year
• Personal Time/Birthday of 8 hours per year
• $15,000 of Basic Life Insurance coverage paid by MyCHN
• Continuing Education Stipend of $200/year
• Referral Bonus
• Flexible schedules
• High opportunity for growth
• Other benefits offered: Vision, Short-Term Disability, Long-Term Disability, Hospital Indemnity, Critical Illness, etc.