College/Department Information
The Dental College of Georgia at Augusta University, we provide dental education to the next generation of professionals by offering hands-on education through innovative research, patient care, and service. Join other dental providers to improve the oral health of Georgia and beyond. The DCG was founded to provide the people of Georgia with quality dental care by educating students in dentistry. As a patient, you have the option to receive treatment in one of our three different practice models consisting of student clinics, resident care, or in the faculty practice. All dental treatments can be completed by the specialists in our facility. We also serve patients in more than 20 clinics across Georgia.

Job Summary
DCG requires staff to deliver high-quality customer service. This position is a representation of that friendly, welcoming customer service atmosphere. It is imperative the incumbent deliver professional customer service in person and over the phone to patients, providers, and staff. The position is responsible for the registration of new patients including gathering, verifying, and entering patient personal, contact, and insurance information onto the patient accounts within AxiUm system. Responsible for coordinating and scheduling appointments for providers within the clinic to maximize provider production. Responsible for greeting patients and verifying that all patient information is accurate at the time the patient checks in for his appointment and for checking patients in for their respective appointments. Responsible for posting payments to patient accounts, including payments received by mail, phone, and online as well as those received in person. Responsible for handling incoming calls from new patients who are calling to inquire about services offered by the clinic. Confirms patient appointments for those not confirmed by the automated calling system. Attempt to reschedule all failed or canceled appointments. Manage referrals and patient recall lists. Also responsible for making requested changes in appointments by providers and patients as they arise. Responsible for balancing their bank at the end of each business day. Responsible for assisting students, residents, faculty, staff, and patients in analyzing patient accounts to ensure that charges, payments, and balances are correct. These tasks must be performed while adhering to DCG's high customer service standards with every transaction.

Responsibilities
The duties include, but are not limited to:

SCHEDULE: Accountable for maintaining a productive schedule for the providers to meet the production and financial goals of practice. This requires maintaining lists of patients waiting for appointments who can be contacted as cancellations occur, concentrating on the current day first, next day, etc. as the current day takes priority. This includes advising patients of payment policies at the time an appointment is scheduled for new patients. Also requires keeping an up-to-date recall list to ensure patients are appropriately treated on a regular recall basis.

COMPLIANCE WITH CUSTOMER SERVICE STANDARDS: Must adhere to DCG's high customer service standards by greeting each patient with a friendly and welcoming reception. Responsible for assisting in checking-in patients as they arrive for appointments. This includes updating patient information, insurance verification, receiving/posting payments from patients, and/or consulting with patients about various payment options. Ensures that all patients are either scheduled for their next appointment, pending appointments are created or recalls are established for all active patients upon completion of their appointments. Check out patients and collect and post any payments due. Notify patient of their financial obligations for their next appointment.

ADMINISTRATIVE DUTIES: Must be courteous and professional when handling incoming calls from new patients to meet high customer service standards. They may be calling to inquire about the services offered by the DCG so they could potentially become new clients. Includes registering patients into axiUm computer system with accurate and complete information as well as generating and sending a new patient welcome letter.

APPOINTMENTS AND REFERRALS: Must deliver pleasant and responsive customer service when contacting patients to re-schedule appointments as providers become unavailable due to conflicts in schedules or sickness. Maintains referrals in the order that they are received, schedules referral appointments, and monitors referral status. Generates follow-up correspondence to referring providers.

GENERAL OFFICE DUTIES: Responsible for assisting in answering incoming general calls in a considerate and proficient manner to provide quality customer service. This could be but is not limited to handling inquiries regarding patient accounts, requests for scheduling or re-scheduling appointments, or redirecting calls to the appropriate department as determined by the nature of the call. It may also include patients with emergency dental needs and scheduling appropriately.

REPORTS: Responsible for generating reports in axiUm of unscheduled treatment and contacting patients for scheduling of continued care. This includes but is not limited to, failed appointments list, pending appointments list, and recall lists. Mail merger of letters for efficient patient management.

PATIENTS ACCOUNTS: Assist patients in accessing accounts to determine charges as well as account balances. Assist residents, faculty, staff, and patients with appropriate account information. Ensure that any changes, discrepancies, or corrections regarding an account are directed to the appropriate areas of responsibility.

RECONCILIATION: Balance their bank by reconciliation of payments posted for each business day.


OTHER DUTIES: Perform all other job-related duties as assigned.

Required Qualifications
Associate's degree from an accredited college or university.

OR

High school diploma, GED or equivalent from a recognized State or Federal accrediting organization, and two years of relevant experience. Must be capable of performing high-level customer service at all times.