WESTSIDE IS LOOKING FOR A PATIENT SERVICES REPRESENTATIVE TO LEAD THE TEAM IN WILMINGTON!

JOIN A CARING, DEDICATED TEAM MAKING A DIFFERENCE IN YOUR COMMUNITY!

Westside Family Healthcare is a nonprofit organization that provides high quality primary medical care without regard to ability to pay. The Lead Patient Service Representative is responsible for the smooth administrative entry and exit of the patient. She/he determines any needs of the patient, updates any information and refers the patient to an Enrollment Specialist when appropriate. The Lead Patient Service Representative assists with the mentoring and ongoing training of new Patient Service Representatives and is a resource to all Patient Service Representatives throughout the organization. The Lead Patient Service Representative is also a resource to staff in the absence of the Office Manager.

Since opening our doors in 1988, Westside has been driven by our mission to improve the health of our communities by providing equal access to quality healthcare, regardless of ability to pay. With 240 team members, five health centers, one mobile health unity and over 27,000 patients all across Delaware, Westside is committed to improving health, one patient, one family, one community at a time.    

Our Mission: To improve the health of our communities by providing equal access to quality healthcare, regardless of ability to pay Our Vision: Achieve health equity for all  
Our Values:

• Compassion: Lead with compassion
• Service: Serve with humility
• Excellence: Be exceptional
• Empowerment: Empower all people

OUR BENEFITS: Our benefit package includes medical insurance (two plans to choose from), dental insurance (through Guardian Dental), vision insurance, life insurance paid by Westside with the option to purchase more paid, short term disability paid for by Westside, long term disability paid by the employee, a 401(k) retirement plan with a match, and supplemental insurances. We offer a generous PTO package and flexibility to provide work/life balance. Westside Family Healthcare is an Equal Opportunity Employer that values diversity. 

 Responsibilities of the Lead Dental Patient Services Representative:  

1. Greet all patients and answer telephone calls in a friendly, courteous, and professional manner.
2. Register and update patient demographic and insurance information in the electronic medical record (EMR) system at the start of each visit.
3. Review schedules to optimize patient access and ensure efficient utilization of providers and staff.
4. Verify patient insurance eligibility, usage history, service frequency, and benefits balance.
5. Manage daily schedules diligently and adhere to provider templates.
6. Assist patients with completing registration forms as needed.
7. Process dental records requests accurately and efficiently.
8. Resolve scheduling issues and reschedule patients when necessary.
9. Complete appointment reminder phone calls.
10. Contact referral patients to coordinate and schedule appointments.
11. Serve as the primary coordinator and point of contact between WFH dental clinics and external dental or specialty offices.
12. Submit and track pre-authorizations.
13. Submit, track, and document medical clearances.
14. Maintain prompt access to emails, responding to pool messages and other communications in a timely manner.
15. Complete assigned tasks accurately and within expected timeframes.
16. Assist patients with disabilities as needed, ensuring they receive appropriate support.
17. Collect patient payments and co-payments during visits.
18. Direct uninsured patients to an Enrollment Specialist for assistance, when appropriate.
19. Mentor and train new Dental Patient Services Representatives.
20. Support co-workers in effectively using relevant software and systems.
21. Assist the Dental Office Manager with chart audits.
22. Help the Dental Office Manager coordinate Dental Patient Services Representative schedules.
23. Assume lead responsibilities in the absence of the Dental Office Manager.
24. Assist the Dental Office Manager in reducing insurance payment denial rates and provide additional training to team members on insurance verification as needed.
25. Perform other duties as assigned, within reason and scope of the role. 

1. High school diploma or GED
2. One year of work experience as a Dental Patient Services Representative
3. Six months of experience using Microsoft Office software and electronic medical record software
4. Ability to deal with potentially stressful situations in a sensitive and caring manner
5. Ability to work independently when the Dental Office Manager is not present