Kaiser Permanente Northwest
Dental Member Assistant (On-Call)
Under the direct supervision of the Dental Office Manager/Dental Contact Center Supervisor or their delegate, facilitate a timely and orderly process of serving the patient from appointment and provider scheduling to completion of office visit information and assist other staff functions in support of members’ needs.
Responsibilities
All Dental Facilities:
Effectively communicate with members and other office employees. Provide and request information of other departments and external firms. Assist other staff members and providers as needed to ensure orderly and efficient patient care. Explain to patients how they can get various information (Information Center, benefits office, etc.). Represent Kaiser Permanente in a positive manner.
Dental Offices Only:
Receive patients during check‑in and check‑out process. Maintain current daily schedule. Document arrivals, cancellations, reschedules, etc. Instruct new patients to fill out Health Questionnaire and Personal Data Form. Verify personal data on Visit Slip and update the computer if incorrect. Determine, explain and collect all fees for services rendered in accord with the individual patient’s benefits, the Program’s published fee schedule, and the cash‑handling policy. Check reception area periodically to assure prompt attention for all patients. Collect and review visit slips for proper completion and patient treatment status. Confirm future appointments. Enter all visit slip data into the computer regarding treatment that was done, what was paid, billed or waived, and further treatment that is needed. Schedule patient appointments with providers. Cancel and reschedule appointments as necessary.
Dental Contact Center / Staff Scheduling Center Only:
Schedule patient appointments. Maintain awareness of department performance targets. Receive patient telephone calls and schedule initial and return appointments according to established guidelines and/or existing treatment plans. Confirm, cancel or reschedule appointments as requested. Screen requests for emergency care and schedule according to guidelines. Relay pertinent information regarding same‑day appointments to individual facilities. Initiate chart requests for forwarding to providers for urgent need patients. Maintain thorough knowledge of provider scheduling protocols. Respond helpfully to dental office staff regarding appointment schedules. Perform other duties as assigned by the Dental Contact Center Supervisor/Lead Person.
General:
Follow appropriate policies and procedures for use of time in the work environment, including absenteeism and tardiness. Monitor and take corrective action to prevent recurring absences. Return promptly from breaks and schedule them in concert with co‑workers to provide appropriate coverage of unit and client care activities. Consistently on time and ready to work at the start of shift and with assignments completed at the end of shift. Maintain confidentiality of all client and organizational records. Release information according to established policy/procedure. Demonstrate a positive attitude while at the work site. Do not conduct personal conversations when members are waiting for service. Identify yourself by utilizing name tags and verbally introducing yourself by name, title, and/or department. Address members by their proper titles and last name. Provide assistance to customers or connect customers to appropriate person when needed. Apply the same courtesy standards to customers on the telephone as in person.
Basic Qualifications
Six (6) months of health care/dental care OR six (6) months of cash handling and/or customer service experience in a high‑volume customer service environment.
Per the National Agreement, current KP Coalition employees have this experience requirement waived.
Education
High School Diploma or General Education Development (GED) required.
Additional Requirements
Excellent verbal and written English communication skills.
Excellent organizational skills, flexibility and ability to switch tasks frequently.
Professional telephone and patient reception manner.
Preferred Qualifications
Two (2) years dental office experience.
Dental office and computer skills.
Notes
This is a backfill role to cover core employees for pre‑scheduled, next‑day & same‑day support.
Travel geographic area: West Portland Metro.
Replacement Pool ? eligible for differential.
On‑call employees must meet minimum contractual availability & employer work requirements (CBA 10.10).
Seniority level Entry level
Employment type Full‑time
Job function Management and Manufacturing
Industries Hospitals and Health Care
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Responsibilities
All Dental Facilities:
Effectively communicate with members and other office employees. Provide and request information of other departments and external firms. Assist other staff members and providers as needed to ensure orderly and efficient patient care. Explain to patients how they can get various information (Information Center, benefits office, etc.). Represent Kaiser Permanente in a positive manner.
Dental Offices Only:
Receive patients during check‑in and check‑out process. Maintain current daily schedule. Document arrivals, cancellations, reschedules, etc. Instruct new patients to fill out Health Questionnaire and Personal Data Form. Verify personal data on Visit Slip and update the computer if incorrect. Determine, explain and collect all fees for services rendered in accord with the individual patient’s benefits, the Program’s published fee schedule, and the cash‑handling policy. Check reception area periodically to assure prompt attention for all patients. Collect and review visit slips for proper completion and patient treatment status. Confirm future appointments. Enter all visit slip data into the computer regarding treatment that was done, what was paid, billed or waived, and further treatment that is needed. Schedule patient appointments with providers. Cancel and reschedule appointments as necessary.
Dental Contact Center / Staff Scheduling Center Only:
Schedule patient appointments. Maintain awareness of department performance targets. Receive patient telephone calls and schedule initial and return appointments according to established guidelines and/or existing treatment plans. Confirm, cancel or reschedule appointments as requested. Screen requests for emergency care and schedule according to guidelines. Relay pertinent information regarding same‑day appointments to individual facilities. Initiate chart requests for forwarding to providers for urgent need patients. Maintain thorough knowledge of provider scheduling protocols. Respond helpfully to dental office staff regarding appointment schedules. Perform other duties as assigned by the Dental Contact Center Supervisor/Lead Person.
General:
Follow appropriate policies and procedures for use of time in the work environment, including absenteeism and tardiness. Monitor and take corrective action to prevent recurring absences. Return promptly from breaks and schedule them in concert with co‑workers to provide appropriate coverage of unit and client care activities. Consistently on time and ready to work at the start of shift and with assignments completed at the end of shift. Maintain confidentiality of all client and organizational records. Release information according to established policy/procedure. Demonstrate a positive attitude while at the work site. Do not conduct personal conversations when members are waiting for service. Identify yourself by utilizing name tags and verbally introducing yourself by name, title, and/or department. Address members by their proper titles and last name. Provide assistance to customers or connect customers to appropriate person when needed. Apply the same courtesy standards to customers on the telephone as in person.
Basic Qualifications
Six (6) months of health care/dental care OR six (6) months of cash handling and/or customer service experience in a high‑volume customer service environment.
Per the National Agreement, current KP Coalition employees have this experience requirement waived.
Education
High School Diploma or General Education Development (GED) required.
Additional Requirements
Excellent verbal and written English communication skills.
Excellent organizational skills, flexibility and ability to switch tasks frequently.
Professional telephone and patient reception manner.
Preferred Qualifications
Two (2) years dental office experience.
Dental office and computer skills.
Notes
This is a backfill role to cover core employees for pre‑scheduled, next‑day & same‑day support.
Travel geographic area: West Portland Metro.
Replacement Pool ? eligible for differential.
On‑call employees must meet minimum contractual availability & employer work requirements (CBA 10.10).
Seniority level Entry level
Employment type Full‑time
Job function Management and Manufacturing
Industries Hospitals and Health Care
#J-18808-Ljbffr