Patient Services Advisor-Dental

Job Description

Job Description

Job Purpose

Community Health Northwest Florida (CHNWF) is seeking a Dental Patient Services Advisor (PSA) to be the first point of contact for patients and visitors in our dental clinic. This role requires a friendly, professional, and proactive individual who can create a welcoming environment while efficiently managing patient flow and administrative functions. The PSA is vital in ensuring an excellent patient experience, from greeting and registration to payment collection and appointment scheduling.

Essential Functions Customer / Patient Services

Greet all patients and visitors warmly and professionally using the AIDET communication method (Acknowledge, Introduce, Duration, Explanation, Thank You)

Promptly direct individuals to appropriate departments or staff

Assist new and returning patients with completing forms and understanding required documentation

Comfort anxious patients and respond appropriately to emergencies

Maintain confidentiality of all patient information per HIPAA guidelines

Provide support with transportation coordination, interpretation services, and specialty referrals

Use sound judgment and problem-solving skills to handle patient concerns or complaints

Registration and Administrative Duties

Execute Dental Efficient Navigation Scheduling (DENS)

Confirm patient appointments 2–3 days in advance

Verify and update patient demographics, insurance, and payment information at every visit

Collect co-pays and outstanding balances, and communicate financial expectations clearly

Assist patients with CHNWF’s Sliding Fee Program or refer to the Dental Financial Counselor

Maintain accurate records in Dentrix and Practice Management systems

Coordinate closely with clinical staff regarding patient scheduling changes

Notify billing department of insurance updates or coverage issues

Open and close daily payment batches accurately

Minimum Qualifications

Experience working in a dental office

Proficiency in electronic health record systems and dental scheduling software (e.g., Dentrix)

Skilled in customer service and interacting with diverse populations

Comfortable handling multiple computer systems and phone lines simultaneously

Competency in Microsoft Word and Outlook

Preferred Qualifications

Associate’s Degree

Formal training in customer service

Experience with dental insurance verification and claims processing

Professional Attributes

Friendly, engaging, and professional communication style

High integrity and confidentiality

Team-oriented and flexible in a dynamic clinical setting

Strong attention to detail, deadlines, and documentation

Demonstrated ability to manage multiple priorities efficiently

Knowledge, Skills & Abilities

Strong verbal and written communication skills

Ability to problem-solve and follow through on patient and administrative issues

Professional demeanor and exceptional customer service orientation

Proficiency in multitasking, organization, and time management

Knowledge of dental insurance plans and billing processes

Working Environment

Professional dental office setting with frequent interaction with patients and clinical staff

Utilizes standard office equipment : computers, phones, copiers, etc.

Physical Requirements

Frequently required to stand, walk, talk, hear, use hands and reach with arms

Occasionally required to lift / move light materials or files

Core Competencies

Ethical Behavior : Maintain high standards of integrity and professionalism

Relationship Building : Foster trust and cooperation with patients and team members

Client Focus : Prioritize patient needs with empathy and efficiency

Teamwork : Collaborate to meet shared goals and resolve challenges

Decision-Making : Use sound judgment to prioritize and act effectively

Organization & Planning : Track tasks, manage schedules, and meet goals

Problem-Solving : Identify issues and develop practical solutions