Front Desk Representative

Role:

To ensure an exceptional patient experience by managing the front desk operations efficiently, including scheduling, patient communication, treatment plan presentation, insurance processing, and office coordination. This role is crucial in maintaining a smooth workflow, optimizing appointment scheduling, and ensuring a welcoming atmosphere for all patients.

Responsibilities:

Daily Office Setup & Organization

 Unlock the front door, turn on the lobby TV and radio to create a welcoming environment.

 Prepare morning huddle documents for the team's daily briefing, the day before each meeting.

 Maintain cleanliness, organization and stock in front desk, lobby, vacuum daily, take trash out, patient bathroom, and break room.

Treatment Plan Coordination

 Present and explain treatment plans to patients clearly and professionally.

 Follow up with patients regarding pending treatments and future appointments.

 Ensure alignment of treatment plans with doctor notes and insurance coverage.

 Support insurance pre-authorizations or benefit checks as needed.

 Document all treatment plan communications and updates accurately.

Phone & Communication Management

 Answer phone calls promptly and professionally, assisting with patient inquiries and scheduling.

 Check and respond to voicemails, patient text messages, emails and faxes in a timely manner.

 Make appointment confirmation calls for following day to ensure patients are prepared for their visits.

Insurance Verification & Documentation

 Verify patient insurance details and update records accurately.

 Complete Verification of Insurance (VOI) for each patient and ensure active coverage is entered into system at least 48hours when patient is scheduled.

 Scan and store patient IDs, insurance cards, and required forms securely in the system daily.

Patient Check-In & Check-Out

 Greet and check in patients, ensuring all necessary paperwork is completed.

 Present treatment plans, explaining procedures, costs, and insurance coverage as needed.

 Collect payments and schedule follow-up appointments at check-out.

 Provide patients with required documents, instructions, or treatment plans.

Schedule & Appointment Management

 Manage and color-code the schedule for optimal workflow.

 Confirm and adjust online appointments through CurveGro.

 Fill scheduling gaps by reaching out to patients and confirming existing appointments.

 Prepare and organize patient charts for the following day's appointments.

 On schedule treatment, no shows, no calls, cancellations

 Audit Charts – making sure we are not missing any documentation

Administrative Support

 Assist with scanning, storing, and maintaining patient records daily.

 Process payments and ensure financial documentation is accurate.

 Support office operations with additional administrative duties as needed.

Requirements:

 1-2 years in a dental or medical front desk role preferred.

 High school diploma or equivalent; additional training in healthcare administration is a plus.

 Experience with dental practice management software (e.g., Dentrix, Open Dental, CurveGro) is preferred.

 Familiarity with dental insurance processes, HIPAA regulations, and office operations.

Key Skills:

 Strong communication and customer service abilities.

 High attention to detail and accuracy in scheduling and billing.

 Ability to multitask efficiently in a fast-paced environment.

 Problem-solving skills with a proactive approach.

 Professional, patient-focused, and team-oriented mindset.

Results/KPIs:

Patient Satisfaction

 Maintain a 95%+ patient satisfaction rating through excellent service and communication.

Schedule Optimization

 Achieve 90%+ chair time utilization by minimizing schedule gaps.

Treatment Plan Acceptance Rate

 At least 70% of presented treatment plans are accepted within 14 days.

Office Setup & Organization

 Cleanliness & Organization: 100% of front desk, lobby, and break room cleaned and organized daily.

 Vacuuming & Trash Removal: Completed 100% daily with no missed tasks.

 Stock Availability: Essential supplies restocked within 15 minutes of depletion.

 Bathroom Maintenance: Checked and restocked every 2 hours.

Insurance Verification Accuracy

 Ensure 98%+ accuracy in insurance verifications and updates.

 Ensure all insurances are verified and entered at least 48 hours from when patient scheduled.

Check-In Efficiency

 Reduce patients' waiting times to under 5 minutes for check-in.

 Ensure 98% + patient paperwork is completed.

Patient Response Time

 Answer and assist with 90%+ of inbound calls within 3 rings and emails and text messages within 1 hour.

Remuneration:

 Competitive hourly rate based on experience.

 Bonus potential based on office performance and patient satisfaction.

 Benefits may include health insurance, paid time off, and professional development opportunities.

Neola Dental is an equal opportunity employer committed to diversity and inclusion in the workplace. We comply with all applicable federal, state, and local labor laws and regulations, including the Fair Labor Standards Act (FLSA), Equal Employment Opportunity (EEO), and Occupational Safety and Health Administration (OSHA) guidelines. Employment with Neola Dental is at-will, meaning either the employee or employer may terminate the relationship at any time, in accordance with the law. We are also dedicated to providing reasonable accommodation for qualified individuals with disabilities throughout the hiring process and employment. If you require accommodation, please contact the Office Manager.

Job Type: Part-time

Pay: $ $26.00 per hour

Work Location: In person