Dental Patient Relations Specialist - New York, United States - New York Family Dentistry

New York Family Dentistry

Verified Company

New York, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

Overview:

The Patient Relations Specialist is dedicated to improving the patient experience by strengthening patient loyalty, building reputation and brand, and boosting utilization of our organization's dental services through increased referrals to family and friends.

Patient Experience is the sum of all interactions that patients have with New York Family Dentistry.

Our goal is to deliver safe and compassionate care in every encounter with every patient who walks through our doors.

The Patient Relations Specialist has the overall responsibility to facilitate resolution of all feedback and provide assistance to patient, providers and staff.

This person will provide mentorship to assure the use of disciplined processes, tools and performance management.

The Patient Relations Specialist will develop staff competencies, assess individual performance, evaluate effectiveness of processes and communicate with key stakeholders.

The Patient Relations Specialist is responsible for monitoring department goals and milestones.

The manager identifies opportunities for improving the patient experience and collaborates team members working remotely and serving patients in the office.

Qualifications:

Knowledge

Experience in Dental Office setting of at least 5 years
Proficiency in Dentrix Ascend, Google Workspace, Slack, Asana
Excellent knowledge of Dental Insurances, specifically PPO, DMO, DHMO (Capitation), and NYS Managed Care Programs
Understanding Innetwork /Outofnetwork benefits as well as fee for service
Possess working knowledge of General Dentistry and Orthodontics such as common procedures and treatment
Up to date knowledge of ADA billing guidelines including CDT coding updates and frequency limitations

Communication / Problem Solving

Strong written and verbal communication skills to effectively relate data to coworkers
Excellent critical thinking skills to help solve business problems and make decisions
Tendency to pay close attention to small details that could impact results
General knowledge of business operations, objectives, strategies, process and information flow
Outstanding organizational skills
Have a positive and a cando attitude

Process

Possess our core values of commitment, quality, respect, communication and teamwork
Demonstrated ability to manage time and prioritize projects to meet deadlines
Have a high speed internet connection and dedicated workspace in order to work from home
Understand what it takes to deliver a great patient experience
Can keep high activity and motivate yourself
Ability to maintain confidentiality regarding highly sensitive issues
Ability to work collaboratively with managers and team members

Duties and Responsibilities include but are not limited to:

Conflict Resolution

Own, manage and work closely with senior management on all patient feedback programs

Analytics

Collaborate with senior management to develop reporting mechanisms and communication processes to assure all stakeholders are aware of, engaged in and fully support patient experience improvement strategies
Analyze data to monitor realtime feedback trends, identify areas of opportunity and make improvement suggestions
Identify areas of needed performance improvement for team members

Patient Satisfaction

Develop and maintain a culture where patientcentered care and service excellence is teamed with clinical excellence to provide an amazing experience for each patient and staff member
Provide leadership and work in partnership with all departments to assess and communicate performance expectations about patient experience as well as design and execute initiative to enhance the patient experience
Hold inperson patient experience orientation meetings and onboarding for all new team members

Cross Functional Skills:

Proficiency in data entry:

A large part of managing Patient Relations is maintaining databases and generating reports. Therefore, a background in data entry and analysis and experience using Excel and other such programs is an asset.

Depending on the project, this person may not be involved in the data entry themselves, but they will need to be able to understand it so they can make decisions.

Interpersonal skills:

While understanding numbers and statistics play a large part in the role of the Patient Relations Specialist, the main focus should be on the individuals those figures represent.

The Patient Relations Specialist duties may include delegation of work, team management, as well as some conflict mediation.

As an ambassador of employee culture, this person should be able to lead by example, and be an approachable face of the company for its employees and strategic partners.

Multitasking:

The role of Patient Relations Specialist is a tough one to succinctly define in one sentence, because it can have such a varied set of responsibilities.

That is why a person appointed to this role