In this position, you will be a key member of our Oral and Maxillofacial Surgery clinic, responsible for providing excellent customer service and assisting the clinical team with administrative duties in both the clinic and front office. You will act as the primary contact for our patients and visitors, handling payment procedures and resolving inquiries in a clear, friendly, and accurate manner. Your organizational skills and commitment to patient care will be instrumental in contributing to the overall success of our clinic. 

Hours: 40 hours/week, M-F 8-4:30

Location: Moos Tower, 515 Delaware St SE, Minneapolis, MN 55455

Key Responsibilities: 

Customer Relations and Services: 

• Communicate with patients, students, staff, and faculty in a friendly, helpful manner. 
• Greet visitors and direct them appropriately. 
• Operate the telephone system, attend operational meetings, and provide training. 
• Interact with and refer unresolved patient complaints to designated departments. 
• Communicate pre-operative and post-operative instructions to patients. 
• Act as a liaison between patients and the clinical team, relaying messages promptly. 
• Demonstrate empathy and a caring attitude toward patients. 
• Address patient concerns or complaints with sensitivity, escalating issues as appropriate 
• Work during peak periods and perform other duties as assigned. 

Patient Reception, Scheduling, and Registration: 

• Welcome patients and create a welcoming atmosphere. 
• Efficiently schedule appointments, handle phone inquiries, and communicate wait times. 
• Document conversations in the EHR and use computer systems for accurate scheduling. 
• Check-in patients, review and enter demographic and insurance information. 
• Collect co-pays and fees, ensuring accurate data entry and confidentiality. 
• Verify insurance eligibility, coverage, and benefits. 
• Maintain a clean and organized front desk area. 
• Handle mail, faxes, and other correspondence promptly. 
• Assist with clerical duties, including scanning and making copies. 
• Process OMFS referrals and ensure proper billing procedures. 

Billing and Payment Processing: 

• Assist patients in understanding treatment costs and insurance coverage. 
• Process payments accurately, issue receipts, and maintain detailed records. 
• Ensure all patients have a treatment plan before treatment commences. 

Data Processing, Entry, and Office Management: 

• Clearly communicate patient treatment fees with team members and patients 
• Ensure signed agreements and insurance forms before patient treatment. 
• Review and process 60-day reports, updating insurance or MHCP coverage. 
• Update and enter information on axiUm (patient management system). 
• Operate computers with accounting software for record-keeping. 
• Check figures, postings, and documents for accuracy and proper ADA procedure codes. 
• Keep records of customer interactions and transactions on axiUm. 
• Prepare correspondence and emails for communication. 
• Access various websites to verify MHCP or insurance eligibility. 
• Operate general office equipment (copier, fax, calculator, telephone). 
• Process third-party pre-determinations/prior authorizations. 
• Place electronic alerts/holds for incomplete contracting and delinquent accounts. 
• Enter Care Credit applications online for patient payment plans. 

Account Management, Problem Solving, and Billing: 

• Meet with dental students, residents, faculty, and patients to review treatment fees and coordinate insurance benefits. 
• Attend morning huddles 
• Collect deposits or payments and communicate fee/payment expectations. 
• Access financial information to answer questions related to specific accounts. 
• Assist in obtaining payment from third-party payers and resolve billing concerns. 
• Issue refunds or adjust accounts with appropriate authorization. 
• Contact customers and insurance companies for information. 
• Explain insurance coverage and limitations to patients. 
• Contact patients/guarantors regarding delinquent accounts and collect fees. 
• Investigate and resolve patient concerns received by mail, phone, or in-person. 
• Refer account problems to supervisor or collection agency when necessary. 
• Explain and adhere to clinic and payment policies. 

REQUIRED QUALIFICATIONS (Please document on resume): 

• High School Diploma/GED and four years of general accounts transactions experience. 
• Must be able to communicate verbally and in writing; in clear, understandable English. 
• Demonstrated excellent customer service skills, attention to detail and thrives in a busy environment with many interruptions 

PREFERRED QUALIFICATIONS: 

• One (1) year of medical / dental clerical experience to include keyboarding experience and experience interacting with people (i.e. receptionist, switchboard, etc.) 
• Experience working with a diverse population and working with interpreters 
• Experience as a Dental/medical receptionist and scheduling patients electronically in a medical or dental office/clinic/hospital 
• Experience using data look-up and data entry functions in an electronic health record 
• Demonstrated ability to organize work under pressure 
• Demonstrated advanced oral and written communication skills 
• Experience with validating insurance information, prior authorizations, and following up on insurance claims is a plus 

About University of Minnesota Twin Cities

The University of Minnesota, founded in the belief that all people are enriched by understanding, is dedicated to the advancement of learning and the search for truth; to the sharing of this knowledge through education for a diverse community; and to the application of this knowledge to benefit the people of the state, the nation, and the world.

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