Job description

Duties: The primary function of this position is to perform all receptionist tasks, duties and responsibilities in the Department of Patient Financial Services while consistently demonstrating personal commitment to service and behaviors that illustrate commitment, customer focus and dedication to Penn Dental Medicine.

The position is responsible for but not limited to greeting and documenting departing patient visits, answering the phone, returning messages, retrieving dental school referrals in axiUm and scheduling patients accordingly. Service patients, students, faculty, members and visitors; acknowledges them in a prompt, courteous and professional manner. Consistently demonstrate organized, friendly, inclusive and pleasant behaviors in a high volume environment.

Reconcile assigned appointments to verify all charges captured. Check in arriving patients, page students and update appointment status promptly. Post completed procedures in axiUm at patient check out and schedule comprehensive care appointments. Confirm appointment schedules with accuracy. Update databases & patient information with accuracy & precision. Accountable for following through on cases where customer/patient may need more guidance.

Answer phones, retrieve voice messages, work with Call Center, & other departments regarding scheduling patients. Demonstrate solid communication & listening skills. Listen effectively to find the root cause of issues & communicate in a clear & friendly way. Diffuse tense situations & do everything within reason to quickly & effectively resolve the issue according to policy & standard operating procedures. Post completed procedures in axiUm at patient check out & schedule appointments.

Check-in, and check-out patients with accuracy and precision. Scan all patient documentation into axiUm upon arrival. Ensure that the patient/customer experience is positive. Consistently exhibit a flexible and resilient mindset/behaviors even when faced with misplaced criticism or frustration. Ability to learn quickly and move on from both success and failure. Listen, document, & help resolve conflicts with customers. Document the patterns that may indicate larger issues/problems.

Review and collect patient contracts. Collect & post patient payments. Accurately reconcile daily receipts. Review & approve multi-visit procedure cases as needed (such as crowns, bridges, and dentures) prior to lab submission. Confirm patient appointments as assigned. Process all student & patient inquires prior to escalation to Supervisor.

Print patient routing slips daily. Provides credentialing support to Penn Dental Medicine as needed. Explains or clarifies rules, processes, & procedures to patients, staff, students, faculty and other stakeholders at PDM. Work closely with other receptionists and teams with workload when necessary. Remain calm in stressful situations. Demonstrate pleasant disposition that puts people at ease.

Act professionally and calmly at all times when interacting with others; consistently demonstrates concern and courtesy towards colleagues and customers; treat all people respectfully; take personal responsibility for correcting problems; follow up with individuals to ensure satisfaction with the level of service they have received. Work well with members of the University community (e.g., students, faculty, staff).

Other duties and responsibilities as assigned.

Qualifications: A High School Diploma or GED is required and 1 years to 3 years of experience or equivalent combination of education and experience.

Previous working experience in dentistry profession with understanding of dental terminology, treatments and procedures is required. A High School Diploma or GED and 2 years to 3 years of experience or equivalent combination of education and experience is required.

Excellent communication, interpersonal and customer service skills.
Excellent speaking voice; proper grammar, diction, enunciation and tone.
Excellent listening and organization skills; ability to multi-task.
Ability to effectively communicate verbally and written within all levels.
Ability to work with others in a collaborative and professional manner; teamwork is essential.
Ability to adapt to change and meet the unexpected needs and demands.
Must be accountable, dependable, independent, motivated, punctual, reliable and flexible.
Must exhibit excellent work ethic and maintain honesty and integrity.

Working knowledge of dental management systems, preferably axiUm. Experience in consumer-side healthcare environment. Ability to handle complex and confidential information with discretion. Competency using a variety of computer applications, including MS Office suite.

Reference Number: 51-30478

Salary Grade: 022

Employment Type: Non-Exempt

Org: Patient Financial Services

Special Requirements: Background check required after a conditional job offer is made. Consideration of the background check will be tailored to the requirements of the job.

Job Family: W-Information/Message Distribution




Diversity Profile: University



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Job No:
Posted: 11/30/2018
Application Due: 1/10/2019
Work Type: