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 Services Specialist is dedicated to the Center's mission to provide health care to all people without prejudice, in a caring manner, regardless of their ability to pay. The vision of Community Health Network is to be the leader in providing quality services and programs which meet or exceed the expectations of our patients. The values of the Center are transparency, empathy, quality, and value.

A Dental Patient Services Specialist [DPSS] focus is to provide the utmost highest quality of customer service care by interacting with patients, patient's families, community partners, and fellow coworkers whether on phone or in person, to meet the need of our patients and the goals of CHN. Each DPSS will demonstrate through their work ethics to be a self-motivated learner, with a positive attitude, sense of optimism, ownership, and commitment to their position.

Duties and Responsibilities:

• Provides a high level of customer service within all interactions with patients, patient's families, community partners, and fellow co-workers
• Staying informed of all P&P of CHN within scope of work to appropriately answer calls and accurately delivering correct information to the caller
• Responsible for ensuring courteous and timely telephone service, patient scheduling, registration, patient flow, check in and checkout
• Properly document all communication with the caller in the appropriate area and route messages to correct recipient
• Maintain patient confidentially in all areas of operations and adhere to CHN policy’s when releasing protected health information (PHI)
• Assist to resolve minor patient concerns by using critical thinking and problem-solving skills; then routing the higher concerns to the appropriate management.
• Resolve problems in a timely and accurate manner, reflecting a helpful and professional customer service attitude
• Scheduling
• Maintain a set knowledge of the OpenEMR [EHR system] to help register scheduled patients and ready the electronic patient chart for the provider encounter. This also involves noting any changes in patient information in the electronic patient record to convert an encounter for all dental locations
• Confirm and ready incoming patient charts for next day appointments
• Interview patients to obtain basic demographic information and update patient charts as needed
• Triage telephone calls; demonstrate good working knowledge of difference between dental emergencies and routine care
• Provide patient a Good Faith Estimate over the phone or in person when scheduling
• appointments
• Schedule appointments for dental providers adhering to set parameters, monitor cancellations and reschedule appointments
• Apply the Center’s sliding discount scale and understand insurance plans, working
• with insurance representatives to finalize patient payment plans and fees
• Reviews patient's accounts to provide patient with all pertinent information prior to their appointment
• Reviewing established patient charts to ensure all documents [i.e. ID, consent, and demographic forms] are present and up-to-date; if they are not maintain a list to ensure patient's information is updated upon arrival
• Maintain the physical condition of the waiting area and patient bathroom
• Assist hygiene providers and coordinate patient recall system
• Arrival of Patients
• Make sure all patient's sign-in and document all appropriate information set by the manager
• Prepare New Patients forms to patient to complete upon arrival and maintain compliance for continuous quality efforts
• Assist patient in completing medical history if needed
• Review with the patient of all the information which is being collected on the registration forms [i.e. patient portal, permissions, and etc.] before/ after the patient completes them
• Assure accurate and timely collection and data entry of required patient demographic, insurance, and household income information
• Prepare to discuss with patient any co-payments, co-insurance, and/or deductibles which need to be collected prior to patient being seen
• Checkout of Patient
• Provide the patient with a copy of their Good Faith Estimate or Treatment plan before scheduling for dental services
• Collect payment of fees for current and previous visits, provide receipt of payment to the patient, and respond to patient account questions
• Schedules follow-up appointments and return to office [RTO's] when directed by clinical staff
• Daily Close-out
• Assure accurate and timely performance of end-of-day and other processing as required
• Reconcile cash drawer with Open Dental report to ensure recording of all revenue collected from the patient
• Safeguard cash and checks from collected payments
• Ensure cash and credit card receipts are prepared and ready for transfer to accounting department by the beginning of the next business day

Required Skills/Abilities:

• Working knowledge of computer applications such as word processing, spreadsheets, and email systems
• Ability to work with office equipment computer keyboarding, printers, copiers, fax machines, and telephone systems
• Ability to communicate clearly and effectively
• Ability to work with people of all socioeconomic levels
• Ability to record and transmit detailed information
• Ability to interpret and comply with applicable policies and regulations
• Ability to exercise good judgement in evaluating situations and making decisions
• Strong team player with a focus on collaboration
• Working knowledge of third-party payer systems: Medicare, Medicaid, and commercial programs
• Ability to handle multiple projects simultaneously
• Ability to use multi-line telephone systems·        
• Consumer advocate for quality health care and services

Preferred Skills/Abilities:

• Bilingual ability in Spanish

Required Education and Experience:

• High school diploma or GED 
• One year customer service experience in a medical or dental facility

Preferred Education and Experience:

• None

Supervision Responsibilities:

• None

Physical Requirements

• Occasionally required to sit, talk, and stand
• Frequently required to utilize hand and finger dexterity
• Ability to reach, stoop, walk, and lift 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: 1 (HIGH)
• 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
• Continuing Education of 40 hours
• Referral Bonus
• Flexible schedules
• High opportunity for growth
• Other benefits offered: Vision, Short-Term Disability, Long-Term Disability, Hospital Indemnity, Critical Illness, etc.