CARE Advocate (Durham, NC) - High Point University

High Point University Health is looking for an energetic and contagiously-positive CARE Advocate who thrives on positive relationships with patients and other staff. The ideal candidate will be the first point of contact for our patients, providing excellent customer service, hospitality, and ensuring the smooth and efficient operation of the dental practice. The CARE Advocate will handle administrative duties, manage patient care, and support the clinical team as needed.

QUALIFICATIONS:

Education

• High school diploma or equivalent
• Associate’s degree and bachelor’s degrees are a plus, but not required

Experience and Training

• Experience in a customer service role, preferably multitasking (e.g. scheduling appointments while answering phones)
• Preferred experience in a dental or medical office
• Preferred training on an electronic medical record
• EPIC training is a major plus, but not necessary

Knowledge, Skills, Ability:

• Exceptional receptiveness and approachability
• Excellent verbal and written communication skills
• Time management
• Punctuality
• A positive attitude
• Professionalism as a representative of High Point University Health
• Receptive to feedback, performance improvement, and continuous coaching
• Flexibility to cover other offices under High Point University Health

Key Duties and Responsibilities:

Daily Administrative Duties:

• Check for add-ons, complete registration checklist, and print care slips                     individually for all patients
• Responsible for preparing for appointments a minimum of 3-business days in  
• advance. This includes:
  • Complete pre-registration workqueue
  • Review dental eligibility forms in preparation for payment collections
  • Prepare treatment and/or visit estimates for all appointments
  • Sending MyChart activation link

• Ensure that schedule is reviewed daily and that any deactivated MyChart patients are identified and contacted prior to appointment time.

• Run Care Slip report and print batch

Complete confirmation worklists:

• One week confirmation reminder
• Appointment confirmation calls are made daily until confirmed or appointment is cancelled due to non-confirmation 48 hours prior to appointment time.

Utilize workqueues/worklists/reports to fill schedules:

• Review continuing treatment report
• Review appointment requests workqueues
• Present treatment plans, Review FA’s (financial arrangements), Specialty
• Referral follow-ups, Appointment Requests, Prior Auth Requests – Needs Scheduling.
• Review Follow-Up worklists: Canceled, No Show, Wait List
• Review overdue hygiene report

• Update patient EOD status for no show and left without being seen and required to support providers to close outstanding open encounters.

• Manage checking patients in/out of appointments and collecting required signatures at the time of check-in.
• Collect and process patient payments at the time service is being rendered.
• Responsible for reviewing claim errors, missing attachments, and outstanding/open encounters.
• Help lead morning huddles by providing metrics, daily production goals, and communicating patient needs.

Office Management:

• Ensure the front desk area and lobby is clean, organized, and well-stocked with necessary supplies.
• Enter office supply orders as needed on assigned dates of the month.
• Responsible for entering invoices via Unimarket and processing through AP (accounts payable)
• Maintain confidentiality of patient information in compliance with HIPAA regulations.
• Responsible for entering facility maintenance orders as needed.

Customer Service:

• Greet patients in a friendly manner.
• Provide exceptional customer service and hospitality throughout all patient    interaction.
• Ensure that entry, reception area, and patient items are stocked.
• Assist new patients with completing MyChart activation and medical histories (rooming) as able.
• Educate patients about office policies, procedures, and services offered.

Roles & Responsibilities:

• Serve as the Curriculum Connector between the education teams and the practice.
• Collaborate with the education teams to inform outlines, resources, & activities
• Advocate on behalf of your practice team, ensuring their perspectives and needs are shared with the education teams
• Provide communication and updates to practice teams regarding the curriculum (e.g. Attend curriculum townhalls, symposia, etc.)

For more information regarding this position, please contact Claudia Balderas, Director of Clinical Operations at cbaldera@highpoint.edu.