Dental Services Representative-Bilingual

About Whitman-Walker Health

Whitman-Walker envisions a society where all persons are seen for who they are, treated with dignity and respect, and afforded equal opportunity to health and wellbeing. Through care, advocacy, research, and education, we empower all persons to live healthily, love openly, and achieve equality and inclusion. For over 40 years, we have been meeting the needs of our communities with the endless dedication of our diverse teams.

Job Summary

The Client Services Department is WWH's centralized patient interfacing department. Responsible for assisting patients in the medical, dental, behavioral health, and other areas across the health center with accessing care. This position will be responsible for handling all dental client-facing duties ranging from scheduling patients for appointments, inputting patient data into eCW, and other related tasks.

Primary Essential Duties

• Greets clients and visitors as soon as they arrive, makes clients and visitors feel welcomed, and refers callers to the appropriate parties in a courteous and professional manner.

• Completes registration of new patients/clients. Ensure a general consent form is signed prior to care being rendered.

• Schedule dental clients for services in eCW and using Open Dental software.

• Confirm dental insurance coverage is active.

• Notify Billing, Insurance Verification Specialist, and Public Benefits departments of changes in client insurance coverage.

• Review the dental cost of services and discuss financial treatment plan options for services with patients.

• Set up ASL and language interpreters for dental appointments as patient needs arise.

• Check clients in and out, schedule and re-schedule clients for future appointments. Verify patient identity and insurance at each client encounter.

• Perform claim data functions.

• Obtain patient demographic information at check-in.

• Obtain patient payments at check-in.

• Distribute any telephone encounters to the appropriate department in eCW

• Ensure the Release of Information form is fully and accurately completed.

• Complete Dental Prior Authorization as needed.

• Provide knowledgeable program-specific or generalized information about Whitman-Walker to callers and internal parties.

• Maintain the reception area in a clean, orderly manner. Maintain the client waiting area and entry hallways free of litter, and assure handouts and/or magazines are maintained in an orderly manner.

• Help clients in distress by following procedures to request emergency assistance.

• Maintain client confidentiality in compliance with HIPPA including demographic and financial information.

• Serves as backup to the teammate as coverage is needed.

• Oversee internal correspondence from patients to staff and vice versa.

• Ensure the readiness of the reception area for each working day.

• Notify the Manager of office supplies required for front desk activities.

• Notify the Manager of malfunctioning office equipment, lighting, or supplies needed.

• Other duties as assigned.

Budget Responsibilities

No direct budget responsibility.

Management Responsibilities

No direct management responsibility.

Knowledge, Skills, and Talents Required

• Self-motivation, flexibility, and the ability to provide support in a fast-paced clinic environment.

• Ability to multi-task.

• Ability to communicate in an effective and professional manner with clients and staff members.

• Excellent telephone and face-to-face interpersonal skills, including the ability to effectively de-escalate difficult client encounters.

• Sensitivity to all areas of diversity, not limited to, HIV status, color, religion, gender, marital status, sexual orientation, national origin, age, disability, veteran status, and gender identity.

• Ability to work well under pressure.

Education and Experience Required

• Associate's degree or equivalent work experience required; Bachelor's degree preferred.

• Knowledge of standard medical office/clinic procedures preferred.

• 1-3 years experience in a dental office environment with experience in verifying dental insurance is preferred.

• Fluency in Dental Terminology preferred.

• Fluency in written and oral Spanish or Amharic required.

• Experience working with an ethnically, culturally, and racially diverse work staff preferred; ability to work harmoniously with diverse groups of individuals required.

Working Conditions

Working conditions for this position are normal for an office environment.

Physical Demands

• Lifting: No more than 20 lbs. and infrequently.

• Movement: Standing and sitting for long periods. Mobility between Whitman-Walker facilities and across/between floors.

• Visual: Long periods on a computer.

• Concentration: Highly effective concentration is required along with frequent multi-tasking.

• Communication: Direct and indirect communication. Written and verbal acuity. Ability to hear and/or communicate in another manner with clients and staff who speak. Manual dexterity to type and dial phone.

Whitman-Walker is an equal employment opportunity employer and does not discriminate against applicants, its employees, or former employees based on race, color, religion, gender, marital status, sexual orientation, national origin, age, disability, veteran status, and gender identity. For accommodation in the application process, please contact Human Resources.