Dental Patient Navigator

Who We Are:

SAC Health empowers our patients and their families to live vibrant and healthy lives through culturally responsive, exceptional care. Patient-centered, whole-person care. Our unique, full scope, team-based approach is what makes SAC Health the provider of choice for patients.

Top-Tier Patient Satisfaction Scores | Largest Teaching Health Center FQHC | 11 Locations offering 44 Specialties | NCQA Patient-Centered Medical Home Level 3 Certified Multi-Site Approved for NHSC & NCLRP loan forgiveness programs – NHSC/Nurse Corps/Pediatric Specialty | HPSA Scores: Primary: 17 | Dental: 25 | Mental: 20

What We Are Looking For

The Dental Patient Navigator supports patients by connecting with them over the phone or in person and greeting patients and guests in a professional, friendly, and hospitable manner. They partner with the dentist to help patients start the best course of treatment by preparing, coordinating, and presenting financial agreements and other necessary documentation to inform the patient of recommended treatment plans/options. They demonstrate a warm and approachable disposition in every interaction (phone or in person) and possess the communication skills and knowledge to explain the dental treatment plan, ensuring the patient understands the importance of the proposed treatment. They are knowledgeable about available programs, payors, and the sliding fee scale. Additional responsibilities include checking patients in and out for appointments, answering the phone, calling patients, inputting patient information, and coordinating appointments.

Schedule: 4 days per week, 10 hours per day, Tuesday – Friday, 7:00 am – 5:30pm | Location: San Bernardino, CA

ESSENTIAL FUNCTIONS AND DELIVERABLES

• Contact new patients three days before appointments to provide reminders, answer questions, and ensure necessary documents and payment information are received.
• Prepare and explain written treatment plans as per the dentist’s instructions, ensuring patient understanding and acceptance. Help to get patients into our office to continue care and ensure they are comfortable during their visit.
• Knowledgeable in comprehensive dental treatment plans, and understand sequences involved in a treatment plan (diagnostic/urgent, disease control/preventative, restorative, and maintenance).
• Coordinate treatment appointments for patients and communicate with patients regarding external referrals to specialists, including sending necessary documents and x-rays to specialists.
• Follow up with patients and specialists to ensure coordination of care, gather feedback, and verify completion of necessary treatments.
• Track and monitor new patient treatment progress, ensuring timely completion and scheduling of appointments.
• Review and manage schedules to optimize production block scheduling, communicate with providers daily, and address patient concerns. Also ensure providers have a smooth and productive day.
• Handle financial arrangements with patients, including presenting financial agreements and informing patients of insurance coverage.
• Collect payments from patients at the time of treatment, ensuring accurate coding and follow-up on uncollected balances. Post payments to patient accounts in accordance with SAC Health policies. Obtain pre-authorizations for patients who need this prior to starting and completing treatment.
• Answer phones in a timely manner and handle calls with efficiency and thoroughness. Communicate effectively with patients and external specialists regarding treatment inquiries and ensure timely completion and submission of all required documents.
• Ensure all patient messages received from EPIC In-basket are returned and resolved in a timely manner.
• Manage patient recall system and on-call patient list to minimize no-shows and fill appointment slots.
• Maintain front office organization, including supplies, petty cash, and daily deposits, while also managing mail distribution and compliance postings.
• Utilize EPIC system for patient registration, check-in/check-out processes, demographic updates, insurance eligibility verification, SFS forms as needed, obtain all necessary consents, and ensure records are accurate and complete. Promptly notify back office team of patient arrival.
• Other duties as assigned by the Dental Operations Manager.

QUALIFICATIONS:

• Education: High School Diploma or equivalent required.
• Licensure/Certification: As a requirement of this position, you must receive EPIC certification for the module you have been hired into.
• Experience: 3+ years of dental office/front or back experience required; knowledgeable/trained in dental terminology, and CDT coding preferred.
• Essential Technical/Motor Skills: Efficient use of computer, copier, fax machine, and answering telephones; good digital dexterity and hand-eye coordination to utilize dental tools.
• Interpersonal Skills: Work well with the team to accomplish specific goals; able to teach employees new procedures, demonstrate the use of equipment/supplies, and communicate by phone/in person with department staff and external contacts. Bilingual (Spanish) strongly preferred.
• Essential Mental Abilities: Prioritize a variety of assignments; multi-task; demonstrate flexibility; follow moderate/complex instructions; work independently with little supervision; proofread documents for content/context accuracy; recognize and appropriately report safety problems or other issues.
• Work Eligibility: Must be legally authorized to work in the United States on a full-time basis. Must not now or in the future require sponsorship for employment visas.

EEO: SAC Health is committed to fostering a diverse, equitable and inclusive work environment and is committed to being an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.