Willamette Dental Group

  • Care Advocate | Bend, OR

    Job Locations OR-Bend
    Job Req #
    # of Positions
    Job Post Information* : Posted Date
    2 weeks ago(1/2/2019 10:29 AM)
    Pos. Category
    Patient Support Specialists - Positions
    Pos. Type
    Full Time Regular
    4 10-Hour Days
  • Company Overview

    With more than 400,000 patients throughout our 50+ practice locations in Oregon, Washington, and Idaho, and a built-in specialty referral network to more than 30 specialists, Willamette Dental Group has been a leader in preventive and proactive dental care since 1970. What makes this multi-specialty group practice unique, and better, is a commitment to proactively facilitating the best possible health outcomes.

    As a member of the Willamette Dental Group team, we offer a competitive salary commensurate with experience. We are a performance based culture and offer a generous and comprehensive benefit package. Among the many amenities we offer are medical, dental, vision, life insurance, paid time off (PTO), paid holidays, and a robust wellness program. Additionally, we offer a 401(k) plan with a generous employer match, tuition assistance and much more.

    In partnership with the clinical team, the Care Advocate provides quality customer service through the coordination of patient flow and effective communication with patients, doctors, practice managers and clinic staff. The Care Advocate acts as the bridge for communication between patients, clinic staff and appointment center representatives by monitoring treatment completion, facilitating oral health improvement initiatives, and focusing on patient engagement. The Care Advocate helps to strengthen the therapeutic alliance between clinicians and patients by supporting provider recommendations, interventions, prescriptions and recalls.

    Job Responsibilities

    • Oversees the daily schedule. Seeks opportunity to maximize scheduling efficiencies. Maintains awareness of schedule changes; promptly identifies and corrects scheduling errors.
    • Understands payment methods and communicates fee requirements to patients. Collects and documents payments for dental services.
    • Responsible for proper handling of monies. Accurately balances daily payment ledger and reconciles payments. Properly completes M.O.O.L.A.H. form and forwards to Accounting Department. Accurately completes deposit slips, and makes timely daily bank deposits.
    • Updates patient card, confirms and verifies insurance information. Schedules treatment as directed by clinicians.
    • Ensures charts are organized, prepared and available for patient appointments. Uses proper chart routing processes. Performs chart maintenance, as needed. Prepares new patient charts, according to current WD guidelines. Duplicates charts and records as requested.
    • Complies with Company’s safety, hazard communication and OSHA standards.
    • Works with practice Manager to ensure adequate inventory for all patient products.
    • Responsible for opening and closing the clinic. Responsible for keeping reception area neat and clean to instill patient confidence and comfort.
    • Takes incoming calls and makes outgoing calls when necessary. Works closely and communicates regularly with other departments and clinics within the Company.
    • Initiates a partnership and builds rapport with patients by providing thorough and accurate information and addressing any patient questions or concerns related to their treatment plan, as well as provides Statement of Services at each visit.
    • Partner with clinical team to enhance understanding of dental procedures, treatment series, and interventions to enhance patient understanding.
    • Partners with clinical team to understand provider’s expectations and reiterate communication directives to the patient.
    • Partners with clinical team to triage incoming emergency and unplanned treatment calls.
    • Ensures coordination of care by scheduling and reinforcing recalls, referrals to internal and external providers, and answering patient questions related to their care.
    • As directed by the provider, prescriptions and products are handed off – reviewing directions and answering patient questions.
    • Able to identify patients that need additional care coordination, reach out to them via phone or other methods to encourage successful treatment outcomes.
    • Utilizes Complaint Management System in order to timely document patient relation incidents.
    • Additional duties as assigned.

    Job Qualifications

    • High school diploma or equivalent required. Post-secondary coursework is desirable.
    • Minimum 2 years customer service experience.
    • Warm, friendly, engaging personality.
    • Medical/Dental clinic or healthcare experience desirable, including strong knowledge of HIPAA compliance procedures.
    • Strong computer skills including Microsoft Windows applications, and experience with electronic medical or dental records system.
    • Knowledge of cash handling and payment procedures. Ability to learn different types of insurances and apply benefits accordingly.
    • Excellent customer service skills; ability to manage conflict; identify alternative means of communication as needed; and communicate effectively and professionally with patients and team members.
    • Skilled at listening to patient needs, building rapport and making personal connections.
    • Utilize motivational interviewing techniques to identify patients’ barriers to care and identifying solutions and alternatives.
    • Able to work without supervision but know when to consult with manager for assistance.
    • Strong organizational skills with ability to prioritize and meet deadlines. Strong attention to details and producing accurate work.
    • Ability to interpret and follow guidelines accurately.
    • Ability to adapt, accept and apply changes in policies, procedures, and department requirements.
    • Working knowledge of dental terminology, risk factors, diagnosis, treatment plans, and recalls.
    • Working knowledge of CAMBRA/PEMBRA philosophy and guidelines, and ability to review information presented on the PDCP.
    • Ability to embrace and promote company’s model of practicing dentistry.
    • Ability to uphold and exemplify the company’s core values.
    • Ability to change work schedules. Is flexible and willing to work at any location on a temporary basis when the need arises.


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