Location: Lancaster Practice (Salem)
Position Type: Full-Time
Schedule: 4-10 Hour Shifts
Expected Hiring Range: $20.00 to $23.00 per Hour
Position Summary
In partnership with the clinical team, the Care Advocate provides quality customer service through the coordination of patient flow and effective communication with patients, doctors, practice managers and clinic staff. The Care Advocate will act as the bridge for communication between patients, clinic staff and appointment center representatives by monitoring treatment completion, facilitating oral health improvement initiatives and focusing on patient engagement. The Care Advocate helps to strengthen the therapeutic alliance between clinicians and patients by supporting provider recommendations, interventions, prescriptions and recalls. This position reports to the Practice Administrator.
Essential Position Functions
- Oversee the daily schedule. Seek opportunity to maximize scheduling efficiencies. Maintain awareness of schedule changes; promptly identify and correct scheduling errors.
- Understand payment methods and communicates fee requirements to patients. Collect and document payments for dental services.
- Responsible for proper handling of monies. Accurately balances daily payment ledger and reconciles payments. Properly completes M.O.O.L.A.H. form and forwards to Accounting Department. Accurately completes deposit slips and makes timely daily bank deposits.
- Update patient card, confirm and verify insurance information. Schedule treatment as directed by clinicians.
- Ensure charts are organized, prepared and available for patient appointments. Use proper chart routing processes. Perform chart maintenance, as needed. Prepare new patient charts, according to current WD guidelines. Duplicate charts and records as requested.
- Initiates a partnership and builds rapport with patients by providing thorough and accurate information and addressing any patient questions or concerns related to their treatment plan, as well as provides Statement of Services at each visit.
- Responsible for opening and closing the clinic. Responsible for keeping reception area neat and clean to instill patient confidence and comfort.
- Partner with clinical team to enhance understanding of dental procedures, treatment series and interventions to enhance patient understanding.
- Partner with clinical team to understand provider’s expectations and reiterate communication directives to the patient.
- Partner with clinical team to triage incoming emergency and unplanned treatment calls.
- Ensure coordination of care by scheduling and reinforcing recalls, referrals to internal and external providers and answering patient questions related to their care.
- Strict adherence to Willamette Dental's Personal Protective Equipment (PPE) policy. This includes, but is not limited to the use of N95 respirators and other PPE as required by regulatory bodies and company policy.
- Flexibility to travel to other WD locations within a reasonable range as described in our Travel Policy as needed based on business need.
- Reliable and predictable attendance is essential. Willamette Dental cannot efficiently provide services to our members and patients without our employees being at work at their scheduled work time.
Education and Experience
High school diploma or GED required. Post-secondary coursework is desirable OR equivalent combination of education and experience which will provide the ability to perform the essential functions
of the position. Minimum of two years customer service experience preferred. Medical/dental clinic or healthcare experience highly desirable, including strong knowledge of HIPAA compliance procedures.
Licenses, Certifications and Registrations
- Able to successfully demonstrate educational requirements regarding care advocacy in the form of an electronic exam.
- Able to successfully demonstrate case presentations regarding care advocacy to the Managing Doctor and Practice Manager.
Compensation
The actual base pay offered to the successful candidate will be based on multiple factors, including but not limited to education, job-related knowledge/skills, experience, geographical location, and internal equity.
This position is also eligible for incentive pay in accordance with the terms of the Company’s plan.
Company Benefits
Willamette Dental offers the following benefits for this position, subject to applicable eligibility requirements: medical, dental and vision insurance, tuition reimbursement, flexible spending accounts, 401(k) retirement plan with 5% match, accidental death and dismemberment insurance, life insurance, voluntary disability insurance, commuter benefits, two complimentary pairs of Fig scrubs (clinical roles), and employee assistance program.
Paid Time Off (PTO): Eligible employees will accrue a minimum of 120 PTO hours per employment year in addition to seven paid holidays annually. The Company’s PTO program combines vacation and sick leave, which is more generous than Washington State’s Sick Leave Law. Employees in part-time roles working less than 40 hours per week will accrue PTO on a pro-rated basis.
Physical Requirements
The work is primarily performed while sitting and/or standing, but will require occasional walking, bending, stooping and carrying light items such as papers, books, or other supplies. The incumbent uses a computer and other standard office equipment to complete tasks.
Willamette Dental is an equal opportunity employer.
We provide equal employment opportunities to all employees and applicants for employment without regard to an individual’s race (including physical characteristics historically associated with race), religion, color, age, sex (including pregnancy), national origin, veteran status, disability, marital status, genetic information, sexual orientation, gender identity, pregnancy-related condition, or any other classification protected by applicable federal, state or local laws.
This job description is not meant to be an all-inclusive list of duties and responsibilities, but constitutes a general definition of the position’s scope and function in the company.
This position may be exposed to PHI in the course of his/her duties, and will handle protected information (PHI) in a manner consistent with the Health Insurance Portability and Accountability Act of 1996 (HIPAA).