Spanish Bilingual Dental Front Desk III Shady Grove Clinic Preferred Position Control Number PAIII-26-850-01

SUMMARY: Candidate must be able to communicate in both English and Spanish.

U.M. FDSP Associates is a non-profit affiliate of the University of Maryland School of Dentistry.  U.M. FDSP Associates is the organization that provides patient care focused staffing for the clinic operations so that faculty and students may provide patient care to the general public.

We offer a comprehensive benefits package to support work-life balance and employee well-being. Our benefits include:

• Time Off: Generous paid vacation, sick leave, and personal days, plus 17 paid Federal holidays. Enjoy Thanksgiving Day and the Friday after Thanksgiving off, as well as a full winter break from Christmas Day through New Year’s Day.
• Health Coverage: Medical, dental, and vision insurance, along with short-term and long-term disability, and life insurance options.
• Retirement: 401(k) with a competitive employer match of up to 6%.
• Work Schedule: Normal operations hours are Monday through Friday.

We prioritize flexibility, health, and financial security, creating an environment where employees can thrive both professionally and personally.

Under direction from the Business or Office Manager monitors the quality of service in relation to the professionalism, customer focused service and proper registration of patients by the Program Assistants. Works collaboratively with management, students and staff to ensure the efficient and effective daily operation of front desk.  Is responsible for handling concerns that are more complex and acts as a resource for other Program Assistants.

 May be required to support insurance, billing and collections efforts under direction of Office Administrator.  Works collaboratively with management and other positions to ensure efficient and effective service.    Creates an environment of teamwork and cooperation in which members gain a sense of pride and accomplishment.  Coordinates the work of the unit and represents the unit to managers and directors.  

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Proficient at Program Assistant I and II duties and responsibilities.
• Provides training to Program Assistant on existing or new processes or procedures.  Including collecting money before and after visits.
• Ensure Program Assistants (front desk) utilize excellent customer service skills when greeting patients.
• Run reports for front desk to make courtesy telephone calls for collecting outstanding balances from the GP. Run weekly reports on insurance confirmations.
• Ensure front desk receives list of appointments to follow up with confirmation calls. 
• Assist the front desk with entering insurance correctly and timely.  Make sure rebilling is completed at the time of insurance entry.
• Assist the front desk with the registration process including checking patients in and out.
• Monitor that front desk is answering phones and keeping within the 95% rating expected of each Program Assistant. 
• Verify cashier closures for Front Desk Agents and help with payment reversals.
• Ensure patients are offered surveys and front desk is asking for email addresses.
• Distribute reports as necessary for front desk and collect the distributed reports once completed.
• Schedule weekly/monthly meetings with Front desk & supervisor.

KNOWLEDGE & COMPETENCIES:

The ideal candidate will be customer and results driven, extremely proactive, possess an outgoing personality, charismatic and approachable character. They will work well under pressure in a fast-paced environment and be a great team player, who thrives in working with a multicultural team and guests alike, while possessing the following additional competencies:

Effective Communication

Interpersonal and Supervisory Skills

Ability to promote Teamwork

Adaptability

Customer Focus

Results Driven

EDUCATION and/or EXPERIENCE:

High school diploma or general education degree (GED); 1 - 3 years’ related front desk experience.  Related education maybe substituted for experience on a year for year basis. 

Required Knowledge / Skills / Abilities:

Knowledge of standard dental office procedures; must be able to operate computer and other office machines, such as fax, calculator, answering telephones, as well greeting visitors and so on.  Skill in filing documents according to alphabetic and numeric sequences; in operating manual and automated office equipment; Ability to apply close attention to detail in performing routine clerical tasks.  Ability to follow oral and written instructions.  Ability to maintain effective work relationships and motivate others.

ADDITIONAL CONDITIONS OF EMPLOYMENT:

Overtime, weekend, on-call and shift work may be required.

This job description is designed to give an outline of what job duties are expected of this position.  As an outline, it does not fully describe or limit the extent of the position’s duties.  UM FDSP Associates PA and its supervisors may amend the job description, as it deems necessary, without advance notice.  The job description is not intended to create an employment contract and should not be construed as such.