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Patient Services Representative - Dental Hygiene - INTERNAL SEARCH

Please see Special Instructions for more details.

Please submit a cover letter explaining how you meet the job qualifications; the preferred format is a bulleted list within the body of your cover letter Additionally, attach a resume that includes your work history, education, relevant licensing (if any), and special skills or training

Posting Details

Posting Details

Working Title Patient Services Representative - Dental Hygiene - INTERNAL SEARCH
Posting Number 2017109CP

Position Information

Classification Title Patient Services Repr
Classification Code 284E
RCW Exemption Criteria No Exemption
EWU Position Number C99566
CUPA Code No Match
FLSA Non-Exempt
Bargaining Unit BU 1
% Full Time 100%
Salary / Wage Range CS - 34
Salary Information


Anticipated Start Date 2/1/2018
Term of Appointment 12 months per year
Location Spokane Campus
County Spokane
Project Description


Project Duration n/a
Background Check Yes - Both
Responsible HR User Lori Livingstone
Responsible HR User Email address (inquiries only)

Posting Text

Job Summary

The person hired for this position will perform specialized clerical and technical duties to coordinate and provide patient support services for the Eastern Washington University Department of Dental Hygiene Clinic.

This recruitment is limited to current classified staff members of Eastern Washington University.

Position will be open for applications starting on Wednesday, January 10, 2018, and will close at midnight on Wednesday, January 17, 2018.

About Eastern Washington University

Eastern is a regional, comprehensive university located in Cheney, 20 minutes from downtown Spokane. In addition to Eastern’s Cheney campus, we also offer our Riverpoint campus in Spokane, plus additional teaching/learning centers located in other cities throughout Washington State. Enrollment has reached over 12,000 students. The Cheney-Spokane area is the heart of the Inland Northwest, with excellent restaurants, theater, shopping, skiing, hiking, lakes, a choice of living in a medium-sized city or a small town, and high quality schools and housing.

Diversity Statement

Eastern Washington University is committed to increasing the diversity of its faculty, staff, students, and academic program offerings and to strengthening sensitivity to diversity throughout the institution. Eastern Washington University is an affirmative action/equal opportunity employer, and applications from members of historically underrepresented groups are especially encouraged.

Conditions of Employment

Must be able and willing to work a full-time, 12 months per year position.

The position incumbent has the right and must apply for the position to be considered for hire into the position.

This is an Agency Shop position.

Physical Demands

None anticipated

Pre-Placement Physical No
Hearing Test No
Medical Monitoring Post Hire No
Protective Equipment

None anticipated

Required Qualifications
  • At least two years’ experience as a dental assistant, dental receptionist, or other position involving patient contact in a dental clinic setting; preference will be given to candidates who offer one or more of the following:
    • More years of this experience
    • Experience with third party billing of dental procedures
    • Demonstrated knowledge of dental terminology
  • Proficient in MS Word and Excel.
  • Must be a current classified staff member of EWU
  • Candidate must demonstrate interest, ability and/or experience promoting cultural competency, universal accessibility and/or diversity.
Preferred Qualifications
Other Skills and Abilities
Work Schedule Type Regular
Work Schedule

Mondays – Fridays, 8am – 5pm

Work schedule may be revised to provide needed support during dental clinic hours of operations

Posting Date 01/10/2018
Open Until Further Notice No
Closing Date 01/17/2018
Screening to Begin 01/18/2018
Special Instructions to Applicants

Please submit a cover letter explaining how you meet the job qualifications; the preferred format is a bulleted list within the body of your cover letter

Additionally, attach a resume that includes your work history, education, relevant licensing (if any), and special skills or training

Application Types Accepted Application

Job Duties

% of Time 30
Responsibility / Duty


• Greet and facilitate the business of department visitors, dental clinic patients, service people, salesmen, prospective dental hygiene students, and current dental hygiene students.
• Answer telephones, triages patient telephone calls to faculty, students, and staff; obtains necessary information for the return call; take messages from dental patients regarding appointments; facilitate dental patient appointments as directed; prepare patient call slips as needed; communicate with students regarding appropriate telephone messages, take or transfer messages for faculty; respond to inquiries regarding department services; update automated messages regularly. These tasks are also partially shared with another PSR.
• Communicates various types of information to patients, referral agencies, departments, physicians and the community, such as financial arrangements for special programs, clinic basic services and fee estimates, insurance coverage and billing procedures;
• Responds to patient questions; provides directions to specified areas such as parking and eating facilities; assists patient in accessing community services by consulting and making referrals to appropriate resource; maintains confidentiality of patient information (HIPAA);
• Uses email etiquette in communicating to patients, faculty, and staff.

Essential Function Indicator Yes
% of Time 40
Responsibility / Duty

Coordination and Provision of Patient Support Services

• Patient Scheduling: Makes telephone assessment of patient problem and severity of condition; schedules new, return, ancillary and procedure appointments consistent with patient needs and scheduling guidelines including perioscopy, MSDH, first year student initial patient experiences, and restorative CE; ensures or obtains authorization; completes required documentation; enters appointment information in electronic dental record system; maintains clinical schedule by entering cancelled and rescheduled appointments;
• Coordinates obtaining interpreters for patients;
• Coordinates patient records, referrals, special forms, and facilitates patient check-in and check-out;
• Check In Patients: collects and/or updates demographic and financial information; Initiates and maintains the organization of the patient chart distribute appropriate clinic documentation and information materials to dental patients; prepare new dental patient charts including computer-based indexing; evaluates patient financial status to determine eligibility for care; assigns appropriate payer plans; obtains insurance claim forms and agency authorizations; verifies eligibility and benefits for third-party payers.
• Check out patients; collects fee payments; process receipts and prepare final daily deposit for armed merchant services; file patient charts

Essential Function Indicator Yes
% of Time 10
Responsibility / Duty

Facilitate the operation of the dental clinic, and provide quality assurance

• Provide students orientation to the front office protocols.
• Maintain a current list of dental patients seeking dental treatment;
• Transfer patient records and x-rays using department electronic transfer protocol; arrange duplication, document x-ray transfer in patient chart and mail duplicate x-rays to private dental offices as needed;
• Initiates and maintains the organization of the patient chart;
• Archives patient records on an annual basis; identify and pull inactive dental charts; prepare and arrange transfer of inactive dental charts to archives; pull outdated x-rays from mounts, label in envelopes and file in chart;
• Assist Operations Manager, as directed, to balance daily receipts, obtain approval for bank card charges. These above tasks are the primary responsibility of the PSR, but he/she may request the Operations Manager to assist her as needed.
• Call building managers as needed for services;
• Processes and reconciles patient documents, ensuring accuracy; investigates and corrects rejected charges;

Essential Function Indicator Yes
% of Time 10
Responsibility / Duty

Clerical functions including complex word processing

File; inventory and order clinic forms as needed; inventory and restock office supplies and report to the Operations Manager for ordering; pick up and deliver regular, FAX, and campus post office mail daily, assemble and send information to patients; operate and trouble shoot all office machines including computers, copier, typewriters, etc.; facilitate repair of office equipment as needed; assist faculty with printing needs;

Develop and update clinic forms and department letters. Prepare mail/merge documents/labels; create and coordinate patient recruitment materials as directed; assist faculty, staff, and work study with software applications and related problems. Intermediate skills in utilizing spreadsheet programs such as FileMaker Pro and Excel and Eaglesoft Dental Software. Review all documents and edit for accuracy, spelling and grammar before submitting for review or final copy. Intermediate to advanced word processing skills are expected.

Essential Function Indicator Yes
% of Time 10
Responsibility / Duty

Student and other support

  • Respond to general/basic inquiries regarding application/interest in the dental hygiene program. Provide tours of the facility to prospective students and guests.
  • Eaglesoft support:
    • Provide training to students and faculty
    • Provide basic assistance to computer and/or voice system users such as: providing correct log-on procedures, equipment maintenance procedures, operation and system usage procedures, changing user passwords, and making preliminary identification of problems encountered by network users;
    • Make preliminary identification of problems encountered by network users to determine if they are due to equipment, network or application errors; contact appropriate personnel to achieve resolution;
    • Maintain inventories of computer and/or voice equipment and diagrams;
  • Perform routine notarization with documents authorized by department chair. If any requests come from others, staff must seek permission from department chair.
  • Assist with front office logistics for community events (e.g. proctor exams, Dental Camp, Recovering Smiles, Give Veteran’s a Smile Day, etc.) as directed by supervisor.
  • Contribute to maintaining a clean, neat, and professional working environment in the main office area.
  • Maintain a clean, neat, and professional personal appearance and demeanor.
  • Maintain a warm, pleasant, helpful and positive attitude in all aspects of communication and office activity with faculty, staff, students and dental patients.
  • Performs related duties as assigned by Department Chair or Operations Manager.
Essential Function Indicator Yes

Posting Specific Questions

Required fields are indicated with an asterisk (*).

Applicant Documents

Required Documents
  1. Cover Letter
  2. Resume
Optional Documents
  1. DD214 Form