ABOUT KNOWLES SMITH AND ASSOCIATES

Founded in 1985 by Dr. Michael Knowles in St. Pauls, North Carolina, our practice began as a small, community-focused dental office. Committed to enhancing dental care for our rural community, we pioneered the concept of the “Family Dental Group Practice,” centralizing care under one roof by bringing in specialists directly to our office. This model has allowed us to provide comprehensive treatment without the need to refer patients to distant locations, ensuring better continuity of care.
In 1992, Dr. Terrance Smith, a prosthodontist, joined the practice, leading to our name change to Knowles, Smith and Associates, PA, though we operate as Village Family Dental. Over the years, our practice expanded, opening our second office in Hope Mills in 1993, and our third in Fayetteville in 1999. Dr. Faith McGibbon, a pediatric dentist, joined in 1994 and became a partner in 2002.
Today, our Partnership Group includes Dr. Brad Ryan, Dr. Grant Wiles, Dr. Mit Patel, Dr. Jordan Olsen, and Dr. Anuj James, who serves as Managing Partner. In 2002, Southeastern Dental Specialists and Dental Health Associates became part of our family, and in 2018, we introduced Village Kids to our growing network. Most recently, we welcomed Cape Fear Oral Surgery in Fayetteville and Warr Pediatric Dental Associates in High Point, further expanding our reach and commitment to exceptional dental care for families in North Carolina.

JOB DESCRIPTION:

We are looking for a patient services representative to manage our front desk on a daily basis and to perform a variety of administrative and clerical tasks. As a patient services representative you will be the first point of contact for our company. Our patient services representative’s duties include offering administrative support across the organization. You will welcome guests and greet people who visit the business.
You will coordinate front-desk activities, including distributing correspondence and redirecting phone calls. To be successful as a patient services representative, you should have a pleasant personality, as this is also a customer service role. You should be able to deal with emergencies in a timely and effective manner, while streamlining office operations. Multitasking and stress management skills are essential for this position. This role may require working in shifts, so flexibility is a plus. Duties and responsibilities are to ensure the front desk welcomes guests positively and executes all administrative tasks to the highest quality standards.

QUALIFICATIONS

• Proven work experience as a Receptionist, Front Office Representative or similar role
• Proficiency in Microsoft Office Suite
• Hands-on experience with office equipment (e.g. fax machines and printers)
• Professional attitude and appearance
• Solid written and verbal communication skills
• Ability to be resourceful and proactive when issues arise
• Excellent organizational skills
• Multitasking and time-management skills, with the ability to prioritize tasks
• Customer service attitude
• High school degree; certification in Healthcare Front Office Administration is a plus.
• Bilingual preferred (English/Spanish) but not required
  Knowles, Smith & Associates, LLP and its subsidiaries are committed to being an Equal Opportunity Employer and prohibits any form of discrimination or harassment. All applicants are considered for employment opportunities without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status, genetics, or any other characteristic protected by federal, state, or local laws

• Supports the philosophy, goals, and objectives of the Organization.
• Supports and performs according to approved policies and procedures.
• Participates as a team me mber in support of the total peri operative process.
• Considers patient rights in performance of job duties and responsibilities.
• Contributes to the progress and development of the approved Quality Assurance/Performance Improvement ( QAPI ) Program.
• Supports risk management and participates in programs directed to patient and staff safety.
• Contributes to the quality management process; identifies role and contributions upon request; participates in data collection activities in support of the Quality Management Program.
• Objectively evaluates suggestions, grievances, and processes to identify opportunities to improve performance and quality of care.
• Communicates effectively with patients, visitors, physicians, and co-workers.
• Interactions are respectful and courteous.
• Communicates effectively and professionally using a translator when necessary.
• Documents that information received from the patient is disseminated to the appropriate people or departments.
• Maintains and promotes professional competence through continuing education and other learning experiences.
• Participates in committees, conferences, and quality management activities.
• Seeks new learning experiences by accepting challenging opportunities and responsibilities.
• Objectively evaluates suggestions or criticisms and attempts to improve performance or seeks further guidance, as needed.
• Attends and actively participates in meetings, committees, in-services, workshops, seminars, and conferences according to job responsibilities and facility requirements as requested with management approval.
• Adheres to safety policies and procedures in performing job duties and responsibilities.
• Reports observed or suspected violations, hazards, and noncompliance according to Valleygate Dental Surgery Center ( VDSC ) policy.
• Observes safety measures in performance of job duties and responsibilities; reinforces compliance with safety policies and procedures.
• Responds to emergency situations with competence and composure.
• Interacts appropriately with various age groups.
• Accurately assesses and interprets age-specific patient data.
• Accurately interprets age-specific patient responses to questions and instructions.
• Schedules procedures at VDSC following the established policies and procedures.
• Properly identifies patient .
• Obtains informa tion needed to schedule surgery .
• Reviews patient registration information for completeness and accuracy.
• Schedules, cancels, confirms appointments, utilizes patient priority/referral list to fill cancellations.
• Organizes, blocks slots and coordinates scheduling efforts for use by secondary schedulers.
• Operates multi-line phones for customer assistance , creates new patient accounts and enters patient information (demographic/insur ance/treatment) into computer .
• Makes patient changes on the schedules and updates master schedules.
• Communicates directly with all clinical staff and the office manager to ensure the schedule is productive.
• Compiles excel spreadsheet for provider s and balance daily production
• Admits patients to VDSC following the established policies and procedures.
• Properly identifies patient .
• Verify parental/guardian authorization when admitting patients that are underage.
• Obtains informa tion needed to register patient .
• Checks for accuracy of demographics, insurance, policy numbers, social security number at time of registration.
• Reviews patient registration information for completeness and accuracy; obtains signature(s) as needed.
• Provides information to the patient’s family/visitors in the waiting area according to VDSC policy .
• Performs tasks to ensure proper payment for services.
• Assists patients with insurance information, verifying, eligibility and filing claims.
• Researches status of claims past due.
• T rack s past due, unsubmitted, unpaid and denied claims.
• Resubmits claims or information as needed.
• Determines when insurance collection efforts are exhausted and converts balance to patient.
• Creates new patient accounts and documents complete breakdown of dental /medical benefit s in patient chart.
• Updates patient insurance information in computer as needed .
• Coordinates reception area activities for effective communication throughout VDSC.
• Greets patients and visitors in a friendly manner.
• Provides information to the patient’s family/visitors in the waiting area according to VDSC policy .
• Answers telephone and intercom quietly and courteously.
• Receives and relays messages effectively.
• Maintains and protects each patient’s right to confidentiality.
• Identifies emergencies and initiates response according to VDSC policy.
• Assumes clerical duties and responsibilities.
• Assists in maintaining cost-effectiveness by preventing waste of VDSC resources .
• Maintains order and cleanliness for the front desk , reception area and restrooms .
• Performs interdepartmental errands when needed.
• Uses incident reporting system appropriately.
• Scans out-of-facility documents into electronic health record (EHR) , as needed .
• Assists with preparation of VDSC reports , as needed .
• Contributes to the fluctuating staffing needs of the department by being flexible in own assignments and work schedules.
• Promotes a professional image by adhering to the established dress code.
• Opens/closes/cleans the VDSC as required .
  Performs cross-trained duties to help in other departments.