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Lead Dental Office Specialist (full time/days)11/2 at Nicklaus Children's Health System in Miami, Florida

Posted in Health Care 30+ days ago.

Type: Full-Time

Job Description:

Job Summary

Works under the supervision of Dental Clinic Leaders and oversees the daily operations of assigned areas to ensure all customers are serviced promptly and information/documentation is complete and accurate.


Minimum Job Requirements

  • Graduate of an accredited school of Dental Assisting or Expanded Duties Certified

  • American Heart Association AED Must maintain active and in good standing throughout employment

  • Dental Assistant Certification required

  • Expanded Duties Cert

  • Nitrous Oxide Certification

  • 2 years of dental experience required including reception, billing, and clinical experience

  • 1-3 years Microsoft Office Applications (Excel, Power Point, and Word) experience required

Knowledge, Skills, and Abilities

  • Bilingual English/Spanish preferred.

  • Strong customer service, problem solving, critical thinking, time management, and conflict resolution skills.

  • Applies knowledge of growth and development in patient and customer interactions and treatments.

  • Effective verbal and written communication skills.

  • Ability to positively influence, hold self, and others accountable.

  • Ability to collaborate in a multidisciplinary team and lead a team to achieve business results.

  • Excellent organizational skills.

Job Specific Duties

  • Serves as the lead, subject matter expert, and first point of escalation for the customer service team. Assists staff in resolving issues and handles escalated cases requiring advanced understanding.

  • Greets and provides assistance to all visitors, answers calls, provides information, keep families informed at all times, and completes assignments that will enhance overall patient satisfaction.

  • Responds to customer service problems, concerns, and inquiries as soon as possible. Provides empathy while listening to concerns and reports pertinent information regarding leader consideration.

  • Assists training and orientation of current and new staff in the department. Provides recommendation and direction on processes and procedures.

  • Explains managed care contract language, governmental regulations, and the contract reimbursement matrix when resolving issues on accounts.

  • Informs staff of any changes that affect their day to day process to ensure complete communication within the department and avoid any errors.

  • Collaborates with Department Leaders and others to improve efficiencies and achieve the overall goals of the department.

  • Communicates routinely with referring sources and ancillary staff to ensure timely processing of patients.

  • Ensures all documentation including insurance identification, personal identification, prescriptions, referrals, and medical clearances are obtained as required.

  • Implements and monitors policies and procedures to ensure compliance and effectiveness with Leader approval.

  • Monitors the overall process for efficient processing of patients. Formulates improvements process as necessary and advises Leaders of any changes.

  • Processes patient pre/registration according to guidelines based upon the outpatient services to be delivered.

  • Schedules adequate staff coverage for the area based on projected patient load.  Responds to staff phone calls and assists with questions/issues as well as covers for any shifts.

  • Assigns confirmation of clinic appointments the day before the visit.

  • Assists with inventory of clerical supplies.

  • Maintains the waiting area (lobby) appearance. Calls housekeeping staff when necessary.

  • Disposes of any documents with patient information appropriately.