Reporting to the Supervisor, Business Finance and Dental Outreach, the Patient Services Clerk provides clerical, administrative, financial and reception support to the patients, students and instructors. This position works in a busy environment, processing financial transactions, submitting dental insurance claim forms, booking appointments, and acts as the first-point of contact with patients and students.

The Faculty of Medicine & Dentistry is one of the world’s top academic health science centres. With 21 departments, multiple research institutes and centres, and a focus on excellence in education, research, and clinical care, the faculty trains outstanding medical and dental professionals and drives global health innovation in collaboration with partners across sectors.

First point of contact for patients: handling walk-ins and large volume of phone inquiries

Patient check in

• Registers new and existing patients and confirms patient demographics
• Adds dental insurance if applicable
• Collects any outstanding fees on account
• Collects pre-payment for certain treatment types
• Update lab tracking form to indicate payment has been made
• Contact patients who have not checked in within 20 minutes of appointment start time

Patient check out

• Reviews treatment entered for appropriate fee codes, make changes as required
• Submit insurance forms via CDAnet or mail
• Collect payments and allocate to appropriate bank
• Document any payment information in transaction notes
• Schedules appointment requests for follow up appointments

Patient Follow up

• Documents all patient communication in patient contact notes
• Monitors cancelled and failed appointments, assist to fill short notice cancellations
• Sends patient correspondence through Patient Access or Brightsquid
• Maintains patient files in accordance with applicable policies and retention schedules
• Ensures patient complaints are routed to Patient Services & Systems Supervisor
• Retrieves and returns phone messages

Booking

• Uses SoD OHC Recall (Continuing Care) System - SOP to assist in scheduling periodontal treatment
• Use NEW PERIO WORKFLOW 2021-2022 documentation to ensure periodontal charting and recall cards are accurate and complete
• Uses SoD Dashboards and related ‘audit rules’ in scheduling periodontal treatment and maintaining accuracy of chart information
• Provides essential general program information to patients prior to and during the initial stages of treatment, this includes providing information regarding costs and payment options
• Books new and existing patient appointments for emergency, dental hygiene, pediatric, etc.
• Monitors that student schedule is fully utilized
• Updates tracking of student experiences and patient information

Finance

• Processes cheque, debit, and credit card payments and completes daily deposits
• Processes CDAnet and paper claim submissions
• Collects fees and completes insurance and third-party billing forms including coordination of benefits in the event of multiple insurance carriers
• Contacts patients to ensure prompt payments of aged balance when required

Administration

• Answers incoming phone calls from patients and forwards as appropriate

• Provides new patients with link to patient sign up form

• Process patient chart inactivation as approved by Team Director

• Prepares patient chart copies as requested

• Scheduling for special courses (eg. refresher courses), when required

• Provide monthly assessment of student’s patient management skills to course director as requested

• Coordinates and receives documents (referral letters, correspondence, medical history documents, etc.), and scans into patients’ electronic charts in axiUm database

• Performs other administrative duties as required

• Coordinates and receives documents (referral letters, correspondence, medical history documents, etc.), and scans into patients’ electronic charts in axiUm database

• Dental Office Certificate or other dental-related post-secondary training

• Minimum 2 years of relevant experience in a fast-paced dental office

• Experience with processing a large volume of patient traffic and phone calls

• Proficient with dental software

• Experience with POS devices, processing payments and completing deposits

• Ability to critically analyze all aspects of the patient record and identify any required changes

• Accurate data entry skills; strong attention to detail

The University of Alberta acknowledges that we are located on Treaty 6 territory, and respects the histories, languages and cultures of First Nations, Métis, Inuit and all FirstPeoples of Canada, whose presence continues to enrich our vibrant community.

The University of Alberta is a community of knowledge seekers, change makers and world shapers who lead with purpose each and every day. We are home to over 14,000 faculty and staff, more than 40,000 students and a growing community of 300,000 alumni worldwide.

Your work will have a meaningful influence on a fascinating cross-section of people - from our students and community members, to our renowned researchers and innovators, making discoveries and generating solutions that make the world healthier, safer, stronger and more just. Learn more.

At the University of Alberta, we are committed to creating an inclusive and accessible hiring process for all candidates. If you require accommodations to participate in the interview process, please let us know at the time of booking your interview and we will make every effort to accommodate your needs.

We thank all applicants for their interest; however, only those individuals selected for an interview will be contacted.

All University employees have a responsibility to foster a workplace that prioritizes safety in all its forms—physical, cultural, and psychological. This is achieved by promoting a safe environment, adhering to all safety laws, policies and procedures, completing all required safety training, identifying hazards and implementing controls, reporting incidents, and contributing to a culture of belonging and respect, while endeavoring to ensure that all colleagues feel valued and safe to express their thoughts, perspectives and concerns.

The University of Alberta is committed to creating a university community where everyone feels valued, barriers to success are removed, and thriving connections are fostered. We welcome applications from all qualified persons. We encourage women, First Nations, Métis and Inuit persons, members of visible minority groups, persons with disabilities, persons of any sexual orientation or gender identity and expression, and all those who may contribute to the further diversification of ideas and the University to apply.

L'Université de l'Alberta s'engage à créer une communauté universitaire où chaque personne se sent valorisée, où les obstacles à la réussite sont éliminés et où des connexions enrichissantes peuvent se développer. Nous accueillons les demandes de toutes les personnes qualifiées. Nous encourageons les femmes; Premières nations, Métis et Inuits; membres des groupes minoritaires visibles; personnes handicapées; personnes ayant une orientation sexuelle ou une identité et une expression sexospécifique; et tous ceux qui peuvent contribuer à la diversification des idées et à l'université à postuler.