Patient Relations Specialist

6 days ago


Clark Freeport Zone, Philippines Dentist Front Desk Full time

The Patient Relations Specialist serves as the primary liaison between patients and the dental practice, ensuring concerns and grievances are addressed promptly, professionally, and empathetically. This role focuses on resolving issues related to billing disputes, communication breakdowns with staff, and dissatisfaction with treatment outcomes, while fostering trust and maintaining high standards of patient care and experience.

ESSENTIAL DUTIES/RESPONSIBILITIES

To perform this job successfully, an individual must be able to perform each essential duty/responsibility satisfactorily.

Grievance Management:

  • Actively listens to understand, , documents, and investigates escalated patient concerns regarding billing discrepancies, poor communication, and treatment dissatisfaction
  • Maintains accurate records of all grievance cases and resolutions in accordance with HIPAA and company policy

Billing Dispute Resolution:

  • Collaborates with the billing department to clarify charges, insurance claims, and payment plans
  • Educates patients on billing processes and assists in resolving misunderstandings and provides resolution. Escalates accordingly.

Communication Facilitation:

  • Act as a neutral intermediary between patients, providers, and staff to address miscommunication or service concerns when a communication breakdown has occurred
  • Provide clear, empathetic explanations of treatment plans, policies, and next steps

Treatment Outcome Support:

  • Coordinate with clinical teams to review cases of treatment failure or dissatisfaction.
  • Offer solutions such as follow-up appointments, corrective treatment options, or escalation to the executive and or clinical advisor when necessary

Compliance & Reporting:

  • Ensure all grievance handling aligns with state dental board regulations and organizational standards.
  • Prepare monthly reports on trends, root causes, and recommendations for improvement.

QUALIFICATIONS:

Skills and Knowledge

  • Strong interpersonal and conflict-resolution skills
  • Excellent English verbal and written communication abilities
  • Knowledge of dental terminology, insurance processes, and HIPAA compliance
  • Proficiency in practice management software and Microsoft Office Suite
  • Type at least 30 words per minute.
  • Basic math skills (add, subtract, multiply, divide, percentages, decimals) are required.
  • Ability to work effectively and efficiently with minimal supervision, learn via remote training and utilize independent learning tools
  • A willingness to follow company policies and procedures is required

Education / Work Experience

  • College Graduate
  • 2 years' experience in a customer service setting
  • Experience in Dental is preferred

Job Type: Full-time

Benefits:

  • Paid training

Work Location: In person



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