Patient Services Clerk

This competition is open to all applicants however; internal candidates and applicants who were former employees of the University of Alberta will be given priority consideration before external candidates. Please log in to verify your internal candidate status.

This position has an end date of March 31, 2027.

Location - This role is in-person at North Campus Edmonton.

Reporting to the Lead, Clinical Finance Services, 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 transaction, submitting dental insurance claim forms, booking appointments, and act as first-point of contact with patients and students.

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 the 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

Application Instructions

Click "Apply Now" to submit your resume and cover letter.

This position is subject to all applicable terms and conditions of the collective agreement between the Governors of the University of Alberta and the Non-Academic Staff Association (NASA).