Dental Front Office Supervisor

    • Job Tracking ID: 512365-644907
    • Job Location: Petaluma, CA
    • Job Level: Mid Career (2+ years)
    • Level of Education: BA/BS
    • Job Type: Full-Time/Regular
    • Date Updated: August 16, 2018
    • Years of Experience: 2 - 5 Years
    • Starting Date: ASAP
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Job Description:

The Petaluma Health Center’s mission is to provide high quality health care, with access for all, in Southern Sonoma County. The Center accomplishes this mission through collaborative, innovative programs, services and referral resources that meet the economic needs of the entire community.

The Petaluma Health Center is an eight-time award winner in the North Bay Business Journal’s Best Places to Work for 2017, 2016, 2015, 2014, 2013, 2012, 2011 and 2009 and we were named as one of '2015 Healthiest Companies in the North Bay' by the North Bay Business Journal.

We are a Federally Qualified Health Center (FQHC) that provides primary medical care and mental health services to residents of Petaluma, Rohnert Park, Cotati, Penngrove and surrounding areas. We are organized as a private, non-profit corporation and governed by a consumer and community led Board of Directors.

For more information about us, please visit us at www.phealthcenter.org.

Position Title: Dental Front Office Supervisor

Position Summary: Responsible for supervising the day-to-day operations of the front desk. Represents the clinic in a professional manner to the public and within the organization and with individuals at all levels of authority. Facilitates the collection of revenue for dental services rendered through Petaluma Health Center. Designs solutions for problems and prevents future issues.

Summary of Essential Job Functions:

Supervision of Patient Care Coordinators:

  • Monitors staff to ensure front office protocols are followed, patient demographic, insurance and structured data are accurately captured into Dentrix at each patient encounter as well as outside the dental visit. Ensures that patient records are accurate and complete, and that patient confidentiality is strictly maintained.
  • Assigns duties to employees and provides on-site guidance, interpretation, and supervision of established front office procedures. Offers support with challenging patients and situations.
  • Makes sure that PCCs verify eligibility and the breakdown of dental benefits for all patients prior to their appointment.
  • Works with PCCs to maintain and balance petty cash supply.
  • Supervises the Referrals processes and offers assistance to direct reports as needed. Provides regular referrals data to the Dental Operations Manager.
  • Continuously monitors the schedule to ensure maximum access to care, quality of care and maintenance of infection control procedures.
  • Ensures that continuing care lists, unscheduled treatment plans lists, and other patient lists are processed in a timely manner and reports data back to the Dental Operations Manager
  • Supervises the practice’s new patient appointment system and the practice’s emergency appointment system.
  • Supervises all lab cases from start to finish and assures that PCCs close the loop on the process.
  • Ensures that all patients have a current consent form signed and financial agreement signed with each new treatment plan presented.
  • Ensures that patients sign informed consent for all pertinent practice policies.
  • Trains all staff who collect and/or post payments on the practice’s financial protocols. Supervises process for accuracy.
  • Runs referrals and continuing care reports and distributes to PCCs to schedule appointments.
  • Runs other appointment lists and gives to PCCs to schedule appointments. Makes sure that PCCs follow up on eCW telephone encounters and other reports given in a timely manner.
  • Silent monitoring of phone staff to ensure staff is following call protocols and established phone scripts. Makes sure PCCs are capturing patient demographics, insurance and other message content accurately at each call.
  • Makes sure that confirmation calls protocol is followed daily.
  • Reviews registration forms, Dentrix entries, sliding scale applications, ensuring required forms and fields are fully and appropriately completed and signed.
  • Trains staff based on extensive knowledge of scheduling protocols, programs, insurance & access, eligibility guidelines and applications [including Medi-cal,, Presumptive Eligibility, and Sliding Scale].
  • Orients new employees through Dental Clinic Orientation package.
  • Has extensive electronic dental record knowledge: creating and updating computerized patient records in Dentrix. Serves as resource for staff and provides training on new information, answers questions about Dentrix system entry and workflows.

Administrative support to the Operations Manager:

  • Works with the Dental Operations Manager to implement the practice’s policies and procedures.
  • Maintains an appropriate office environment.
  • Role model for greeting patients and driving a positive patient customer service experience. Supports the Dental Operations Manager with addressing patient complaints and incident reports.
  • Supervises phone usage via reports and other system tools, and uses the data to improve customer service, scheduling and to reach department QI goals, to monitor performance, identify training needs for direct reports and improve workflows.
  • Makes sure all meetings are scheduled accurately in Dentrix and Outlook. Reserves rooms for meetings in advance. Monitors meetings and other events, schedules well in advance to avoid conflicts with clinic schedule.
  • Reviews the daily schedule to determine patients with outstanding balances or who are in need of a financial consultation. Communicates outcomes to the PCCs.
  • Conducts financial consultations with patients as needed.
  • Understands the practice’s policy on working with dental benefit plans and is prepared to educate patients and staff on dental benefits.
  • Tracks no shows, cancelations, same day appointments and submits daily reports to the Dental Operations Manager. Uses this information to improve scheduling templates and appointment reminders protocols.
  • In the absence of a Patient Care Coordinator, the Front Office Supervisor will assume this position with all responsibilities. Refer to the Patient Care Coordinator job description.
  • Performs other duties as assigned by the Dental Operations Manager.
  • Assists the Dental Operations Manager with quarterly and annual employee reviews, competencies evaluations and procedure audits based on job functions and established productivity, protocols and quality standards.
  • Approves timecards and time off for support staff. Familiar with alternative work week schedules and provisions. Uses appropriate forms for accurate record keeping.
  • Runs attendance reports. Makes sure the clinic is appropriately staffed at all times by planning coverage in advance and creating up to date staff work schedules tables.
  • Conducts daily huddles and regular meetings with direct reports
  • Escalates/triages issues through appropriate channels as needed.
  • Participates actively in the department’s Quality Improvement and Risk Management program.
  • Maintains up to date office manuals, binders and other necessary documentation.
  • Assists the Dental Operations Manager with interviewing job applicants and makes recommendations. Schedules and collects supporting information for working interviews as needed.
  • Assists the Dental Operations Manager with patient satisfaction surveys and other QI and RM initiatives
  • Performs a variety of miscellaneous clerical tasks as time permits.

Experience and Skills:

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty at or above expectation. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Minimum Requirements:

  • Excellent Communication skills and strong customer service skills; chooses the appropriate communication method and understands how job affects others.
  • Displays ability and willingness to make decisions; exhibits sound and accurate judgment
  • Plans, prioritizes and follows up in a timely manner
  • Approaches others in a tactful manner.
  • Reacts well under pressure.
  • Ability to multi-task and work with interruptions
  • Exceptional organizational skills and time management skills
  • Ability to conduct detailed work according to the practice’s established formats and policies
  • Ability to read and write English and Spanish effectively.
  • Knowledge of electronic dental records.
  • Advanced working knowledge of insurance coverage, eligibility, claims submission and the preauthorization process.
  • Ability to develop and maintain strong relationships with patients and demonstrate a friendly attitude, even while under pressure or when patients are upset
  • Ability to train staff as it relates to the practice’s schedule and new protocols
  • Ability to utilize the computer, multiple phone lines, copier, scanner, credit card processing equipment.
  • Ability to promote the practice and educate patients on the treatment benefits
  • Sensitive to the needs and situations of multi-cultural populations from a variety of income levels.
  • Ability to uphold financial policies, while approaching patients in a friendly and supportive manner

Education/Experience:

Dental office experience needed. Bachelor's degree (B. A.) from four-year College or university; or two years related experience and/or training; or equivalent combination of education and experience.

Language Skills:

Bilingual in English and Spanish, both written and verbal preferred.

Mathematical Skills:

Ability to add, subtract, multiply, and divide all units of measure, using whole numbers, common fractions, and decimals.

Reasoning Ability:

Ability to recognize problems, collects data, and establishes facts.

Computer Skills:

Microsoft Office, Outlook, Word, PowerPoint and Excel.

Use of a web browser.

Dental practice management software knowledge (Dentrix Enterprise) preferred

Supervisory Responsibilities:

All Patient Care Coordinators

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to sit ergonomically correct; use hands to finger, handle or feel to talk or hear. The employee is required to stand; walk; reach with hands and arms; climb or balance and stoop, kneel, crouch or crawl. The employee must frequently lift and/or move up to 15 pounds and occasionally lift and/or move up to 30 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to focus.

Petaluma Health Center is an equal opportunity employer.

Please apply directly through our career page at www.phealthcenter.org.