09/29/2020
Now Hiring! Entry Level Patient Concierge **Dallas, Houston, San Antonio, Austin Texas**
Reports to: General Manager
Summary
Patient Concierges provide 5 star patient experience, serving as the “first impression” and “final memory” for the interactions. Patient concierges greet patients; engage in open, educational communication to provide overview of visit and address questions or concerns; process patient paperwork and insurance verifications; and schedule patient appointments including new patients, recall, or emergencies. Patient
Concierges are also cross-trained on basic back office functions to help support the 5-star patient experience.
Core Responsibilities
• Execute 5-star patient experience: greet patients in friendly, welcoming manner; coordinate discharge with Lead RDA; provide patient with follow up materials/post op instructions
• Individualized customer care: address needs, questions or concerns in respectful, friendly, timely manner providing comforting and reassuring responses escalating to additional team members when necessary
• Reduce patient wait times through advance by preparing reviewing schedules, charts, or additional information needed from patient before visit
• Initiate patient paperwork for treatment (employment, insurance, etc.); Conduct insurance verification to obtain correct co-pays
• Assist patients with payment-related questions; process in office payments
• Maintain Clean & Bright; oversee cleanliness and orderliness of lobby and front office
• Team Support: provide assistance in others areas of the clinic, as requested
• Community Outreach: As requested, promote the office by attending neighborhood events or visiting local businesses and distributing flyers and “goodie-bags” to the public
Competencies for Excellence
• Leading Others and Influence: Develops and communicates goals; Enhances commitment to organization through acknowledgment of contributions and recognition for progress; Structures situation to create a desired impact and to maximize the changes of a favorable outcome
• Integrity & Credibility: Able to gain the trust and respect of patients, co-workers and leaders; Exhibits professional demeanor; Takes responsibility for own mistakes, does not blame others
• Initiative and Results Orientation: Sets specific, challenging goals; Measures results; Handles crisis effectively; Exhibits tenacity in reaching goals
• Communication: Understands attitudes, interest, needs and perspectives of others; Expresses ideas concisely; Tailors communication to specific person/audience; Anticipates and manages effects of communication
• Concern for Order and Quality: Keeps records; checks quality and accuracy of work and documentation; ensures quality and accuracy of work is not compromised while meeting deadlines
• Teamwork: Work to develop friendly and supporting atmosphere; Pitch in and help others; builds collaborative culture in office
• Self-Management: Exhibit self-confidence on assignments through completion; Functions effective under pressure; Manages own behavior to prevent or reduce feelings of stress;
• Integrity & Credibility: Able to gain the trust and respect of co-workers and managers; Professional demeanor
• Adaptability: Adapts to change in direction in order to support changing priorities
• Diversity: Adapts and integrates into diverse work group and patient population
• Customer Service Oriented: Becomes trusted advisor to the patient; emphasizes and supports 5-star patient experience
Job Requirements
• Minimum age of 18 required
• High School Diploma or equivalent required
• Bilingual (English/Spanish) highly preferred
• Active RDA certification high preferred; required within 6 months of hire
• Minimum 1 year Dental office experience highly preferred
• Minimum 1 year of patient care or customer service experience highly preferred
• Intermediate to advance computer use and data entry skills
• Reliable transportation; ability to work clinic hours, including Saturdays
Position Type/Expected Hours of Work
Full-time position, five (5) days a week including Saturday. Saturday is mandatory for all team members.
Office Hours:
Monday/Wednesday/Friday (ALL): 8:00 – 4:30, lunch 11:30-12:30;
Tuesday/Thursday (GD/HYG): 10:00 – 7:00, lunch 12:30 – 1:30
Tuesday/Thursday (ORTHO): 7:00 – 4:00, lunch 12:30 – 1:30
Saturday (ALL): 9:00 – 3:00, lunch 11:30 – 12:00
Travel
Occasional travel may be required (less than 25% of the time) to assist sister locations.
