POSITION: Patient Concierge

JOB CLASSIFICATION: Non-exempt

REPORTS TO: Doctor

POSITION SUMMARY: The purpose of the patient concierge role is to establish rapport with patients, fellow team members and members of the community. The patient concierge will work to ensure that patients and members of the community feel welcome and comfortable in the practice. He/She will manage the recare contact system and the referral sources. The patient concierge will handle interruptions and complex situations with a positive attitude. He/She will also demonstrate exceptional interpersonal skills with patients and other staff members, on the telephone and in person. He/She will write legibly with proper grammar and speak clearly.

PRIMARY DUTIES:

●As the first point of contact for all patients and guests, our concierge will greet, communicate, correspond and interact with patients in a friendly, professional manner.

●Patient concierge will utilize computer and dental practice software (Dentrix and Weave) to schedule, appoint and notate patient appointments and pertinent information.

●He/She needs to have an understanding of insurance benefits and billing processes and will be called upon to collect payment as needed.

●Patient concierge should be able to answer questions regarding treatment plans ensuring understanding and/or direct the patient’s questions to the treatment coordinator to be addressed

●Ensure exceptional patient service through phone and personal interactions.

●Clear understanding of phone scripts and when to use each script so that patients are scheduled appropriately.

Phone calls will be recorded and self-audited quarterly and also reviewed by management to ensure proper messaging and filtering is being accomplished

●Attend, participate, and engage in all weekly practice meetings - including completing meeting assignments, homework, or preparation as required

●Responsible for maintaining, auditing, and reporting on the My Day component of the Spear platform

●Utilize Dentrix online training and tutorials to use the software properly and in a timely manner

●Utilize Weave online training and tutorials to use the software properly and efficiently

●Perform all required tasks without direct supervision

●Upon arriving at the office, work alongside Scheduling Coordinator to check voicemail and texts immediately for information received overnight.

●Come to each Perfect Day Meeting punctual and prepared, able to communicate necessary appointment information

Referral source

Concerns patient has regarding appointment (clinical or financial)

Medical history requiring special needs

●Retrieve all pertinent information prior to patient’s arrival

New Patient intake forms/completed electronic medical history

Patient annual electronic update forms

Insurance benefit information received and communicated with Financial Coordinator prior to appointment date

Any records or radiographs from a previous provider

Utilize a specific email address to have documents and radiographs emailed directly (ad4hpi@r.postjobfree.com)

●Post op calls as needed with notes in the Dentrix chart

●Confirm that appointments scheduled with a lab case attached have the lab cases in the office

●Lab Case Check in

●Be aware if a patient hasn’t come in and call ten min after the expected arrival

●Greet patients by name as they arrive to the office and take Dentrix photo for chart

●Check patients in and collect any outstanding paperwork

Patient update forms

Health history updates

Oral Cancer Screening Forms

Consent forms (as applicable)

**Appointment Agreement Form**

●Scan/Copy insurance cards to patient chart and communicate information to Financial Coordinator for verification

●Be aware of time to ensure patients are seen on time to ensure proper flow

Call patients if day is running behind to alter appointment time

Let patients know when they arrive if there is a delay in their scheduled time

●Schedule patient appointments following documented scheduling policies (block scheduling)

●Assist patients in scheduling coordinated appointments with appropriate specialists

●Call in prescriptions as needed, documenting in the Rx section of the patient chart

●Understand and be able to assist with billing and accounts receivable functions as required, collecting anticipated patient responsibility

●Monitor Weave and respond or relay information as appropriate

●Phone messages written on duplicate message book and given to appropriate person

●Print weekly referral reports to follow-up with patient treatment and ensure that all patients have necessary scheduled appointments

●Print and send new patient welcome letters daily to be mailed after initial visit

●Print and send “thank you” letters for referral sources daily

●Alert Team when an individual or doctor needs recognition for numerous referrals

●Assist scheduling coordinator, treatment planning coordinator, and clinical team in whatever tasks they may need

●Monitor Front office supplies, including bathroom supplies and coffee/water station

●Check that reception area stays neat and entertainment is on going throughout the day

●Assist with the implementation of practice marketing strategies such as invitations and testimonials

DESIRED SKILLS:

●Minimum of 2 years work experience

●Knowledge of dental procedures

●Experience utilizing practice management software (Dentrix and Weave)

●Basic knowledge of Microsoft Word, Excel, Outlook

●Must professionally communicate with patients electronically, by phone, and in person

●Team player

●Positive attitude

●Organized

●Self-leader

CORE COMPETENCIES:

●Regular attendance

●Punctuality

●Preparedness

●Listening skills

●Exceptional interpersonal skills

●Effective verbal skills to communicate with patients, parents, doctors, and staff, in person and on the telephone

●Professional attitude and appearance

●Pleasant telephone voice

●Ability to speak, understand, and write fluent and grammatical English

●Ability to work with interruptions and to manage multiple priorities

●Time management and urgency

●Effective and efficient while working unsupervised

●Staying current by learning and taking the opportunity to grow personally and professionally

WORKING CONDITIONS

● Must be able to withstand the stress and demands of an active, growing dental practice

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