About Whitman-Walker Health
At Whitman-Walker, we strive to treat each patient with the dignity, affirmation, and respect they deserve. Our mission is to be the highest quality, culturally competent federally qualified health center serving the greater Washington community, including individuals who face barriers to accessing care, and with expertise in LGBTQ and HIV care. We offer comprehensive health and wellness services including, primary and specialty infectious disease care; behavioral, community, and sexual health; dental, legal, and complimentary wellness services; substance abuse treatment, youth prevention services, and more.
The Clinical Infrastructure Department is WWH’s centralized medical, dental, and behavioral health support department. The Dental and Administrative Services Supervisor supervises the following positions: Dental Services Representatives, Office Assistants, and Client Services Administrative Support. Dental supervision includes responsibility for front and back administrative dental office functions at 1525 and MRC: training staff, scheduling, registration, entering demographic and registration data in the eClinical Works electronic medical record, insurance verification, pre-authorization, claim data, reviewing and updating appointments, collecting and posting payments, customer service, troubleshooting errors, responding to patient requests, explaining health center policies; generating statistical reports; preparing Dental Services Representatives (DSR) staff schedules, approving leave requests; monitoring staff performance and providing feedback. Office Assistant(s) supervision includes responsibility for staff who: provide assistance to visitors and patients navigating health center systems, directing them to the appropriate person or other WWH location for services, escorting clients and visitors when needed; receiving, signing for receipt, and holding mail and packages for pick-up by USPS, UPS, FedEx and couriers; ensuring the delivery of mail and packages to the appropriate location (s), including delivering items themselves; directing emergency response personnel to the accurate location where needed; facilitating conference room reservations for Whitman-Walker staff. Client Services Administrative Support supervision includes responsibility for patient registration, merging duplicate accounts and related duties. This position is empowered to address and resolve customer concerns or complaints. Implements section 1557 of the Affordable Care Act (ACA) concerning the availability of qualified interpreters and as outlined in the WWH Language Access Policy.
Primary Essential Duties
- Serve as a role model concerning WWH’s mission, cultural norms and core values of dignity, respect, affirmation and humility.
- Supervise and train staff to achieve departmental goals.
- Administer both departmental and WWH-wide policies fairly and consistently.
- Audits patient files to provide feedback to staff based on performance indicators, compliance with departmental and clinic policy and procedure at least bi-weekly.
- Confirms daily that DSR staff has performed opening and closing duties.
- Assures patients are scheduled for services per procedure, including ordering ASL or other interpreters and initiating referrals.
- Protects the financial integrity of the facility by assuring staff on a daily basis performs claim data, processes payments, collects balances, generates receipts, and enters data in receipt log.
- Ensures commercial insurance and DC Alliance patients do not exceed annual maximum.
- Review terminated insurance report and contact patients/clients for updated insurance.
- Performs same-day insurance verifications for medical services (as needed) and dental services.
- Provides Billing with all information necessary to submit a claim.
- Review Claim Level Analysis Report at least monthly and provide required documentation to Billing for claim resubmission.
- Provide feedback to call center Supervisor and client services Supervisor about scheduling issues. Maintain scheduling protocol and guidelines for call center and client services staff.
- Maintain liaison with and feedback to billing Supervisor about dental claim submission. Develop and maintain claim submission protocol for billing company.
- Manage outgoing referrals to specialist for treatment needs. Obtain internal referrals and schedule new patients for appointments.
- Maintains all passwords for the Managed Care/Third Party dental carriers who allow claims status via provider websites.
- Verify patient/client dental insurance benefits and obtain pre-authorizations as required by the dental plan.
- Monitors denials/approvals, prepares documentation for submission to appeal denials.
- Collaborate with Dental staff in order to resubmit patient pre-authorization denials.
- Review treatment plan, dental benefits, pre-authorization decision and pre-estimate payment obligations with patient/client and address any concerns.
- Post patient charges, patient payments and credits.
- Administer process of patients/clients dental follow up appointments.
- Addresses and resolves customer concerns and questions.
- Provide reports and recommendations to management.
- Assures the dental reception and office assistant reception desks are staffed at the designated times.
- Advocate for employees to obtain the resources they need, and remove obstacles to their success whenever possible. Treat employees with dignity, respect and kindness. Create a positive work environment in which employees can enjoy their work. Solicit input before making decisions that affect employees. Acknowledge excellent performance and behavior utilizing existing reward and recognition programs.
- Answer and respond to telephone calls, voice mail, emails, and referrals.
- Provides knowledgeable program-specific or generalized information about Whitman-Walker to patients/clients as needed.
- Ensures that staff has necessary resources to complete tasks at desk by obtaining supply needs and obtaining equipment, lighting needs. Assures that staff maintains public areas in a clean and presentable manner.
- Processes daily receipts.
- Processes mail.
- Other duties as assigned.
No direct budget responsibilities.
Supervises, schedules, monitors performance and provides feedback to Dental Service Representatives.
Knowledge, Skills, and Talents Required
- Knowledge of standard dental office operations to include patient scheduling, dental terminology, dental insurance verification, dental prior authorization, dental billing and dental software.
- Knowledge of health center front and back office operations and ability to understand and become
knowledgeable of PCMH, Ryan White and other grant requirements, and FQHC requirements as they relate to patient scheduling, registration, insurance verification, prior authorization, billing, payment collection and payment posting.
- Ability to effectively use computer software and technology as required by WWH, including Microsoft
Office products, ECW and Open Dental.
- Ability to: work professionally, communicate in an effective and professional manner, work independently and in a team environment, multi-task, manage time effectively to achieve goals and objectives, work well under pressure, adapt to a changing environment and re-prioritize as necessary, adhere to a budget, and utilize analytical skills for the preparation of accurate, concise and comprehensive reports.
- Knowledge of principles and processes for providing excellent customer service in telephone, face to face
interpersonal and written correspondence - including the ability to assess customer needs, meet quality service standards, and evaluate customer satisfaction, coach staff, and effectively de-escalate difficult customer encounters.
- Ability to interact with patients and staff with kindness, in a friendly, sensitive, empathetic manner that respects dignity and diversity, including factors such as HIV status, race, ethnicity, ability, age, sexual orientation, and gender identity.
- Ability to understand and become knowledgeable of programs and services (including knowledge of HIV related illnesses, current treatment and adherence/risk reduction/intervention strategies) provided by WWH, WWH policies and procedures, Federal, state, and local laws relating to the services provided at WWH, and the Collective Bargaining Agreement for supervising employees in Union positions.
- Flexibility to work alternative hours and shifts, as necessary, to ensure adequate coverage.
- Promote and maintain positive inter and intra department relations and work harmoniously with others.
Education and Experience Required
- Bachelor’s degree or equivalent work experience required
- 3 years’ experience in a dental practice to include verifying dental insurance and benefits, obtaining prior authorizations, scheduling patients, collecting and posting payments, and providing dental reception desk coverage.
- Minimum of two years of experience leading or managing a team preferred.
- Fluency in Dental Terminology required.
- Ability to effectively use computer software and technology as required by WWH, including Microsoft Office products, eCW and a dental software program is required.
- Bilingual (English/Spanish) preferred.
- Experience working with an ethnically, culturally and racially diverse work staff preferred.
Working conditions for this position are normal for an office environment. Individual may be required to work evenings and / or weekends and organization events.
- Lifting: No more than 20 lbs. and infrequently.
- Movement: Standing and sitting for long periods.
- Visual: Long periods on computer.
- Concentration: Extended periods of engagement with computer systems where concentration is key to accuracy in data entry. Intermittent periods of engagement with a telephone system to respond to inquiries where concentration is key to task performance.
- Communication: Direct and indirect communication. Written and verbal competency.