Non-Exempt Temporary or Casual Patient Experience Representative

Customer Service:

Provide exceptional customer service to patients, students, faculty, and staff:

• Welcome patients, students, staff, faculty, and visitors in a warm and courteous manner
• Prioritize the needs of each customer in every interaction
• Employ active listening to fully understand each customer's concerns
• Demonstrate empathy and genuine care for every individual
• Collaborate effectively and take initiative to fulfill customer needs
• Manage challenging situations with professionalism, respect, and a solution-focused approach
• Assess the reason for each encounter and guide individuals to the appropriate destination

Patient Interaction & Appointment Management - 40%

• Greet and check in patients professionally; ensure accuracy of personal and insurance information
• Schedule, reschedule, and confirm appointments in-person and by phone
• Communicate wait times, appointment details, and clinic protocols clearly
• Route patients appropriately based on clinical needs and appointment types

Patient Registration & Records - 25%

• Complete and review patient registration for accuracy and completeness
• Maintain up-to-date, confidential patient records in compliance with HIPAA
• Prepare materials for new patient visits and coordinate documentation needs

Payment & Insurance Processing - 10%

• Collect co-pays and fees following University of Minnesota cash handling procedures
• Verify insurance eligibility and benefits using electronic systems
• Ensure accurate, timely entry of patient and insurance information

Communication & Administrative Support - 10%

• Manage incoming calls; respond or direct inquiries appropriately
• Coordinate communication between clinic staff and scheduling coordinators
• Assist with general clerical tasks including scanning, copying, and documentation
• Support emergency scheduling needs and interpreter arrangements

Student & Educational Clinic Support - 10%

• Provide administrative and scheduling support to dental students and residents
• Process appointment requests and patient/student transfers efficiently
• Communicate clinic and scheduling policies professionally and diplomatically

Other Duties as Assigned - 5%

Required Qualifications

• Business college, office skills training, university level education, clerical experience involving contact with the public, or a combination of the above totaling four years
• Must be able to communicate verbally and in writing; in clear understandable English
• Demonstrated excellent communication skills with individuals from diverse backgrounds
• Experience in customer service positions requiring direct and indirect interaction with patients, clients, or customers from diverse backgrounds
• Demonstrated ability to be detailed oriented and manage patient intake, student check-out with a positive and friendly demeanor
• Must be a team player, working collaboratively with co-workers and faculty
• Demonstrated ability to function with multiple priorities and interruptions
• Regular and reliable attendance

Preferred Qualifications

• One (1) year of medical and/or dental clerical experience to include keyboarding experience and experience interacting with people (i.e. receptionist, switchboard, etc.)
• Experience scheduling patients electronically in an electronic health record in a medical or dental office/clinic/hospital
• Extensive experience working with a diverse population and working with interpreters
• Experience as a dental/medical receptionist or Call Center
• Experience using data look-up and data entry functions on a PC-based computer system
• Demonstrated ability to organize work under pressure
• Demonstrated advanced oral communication skills
• Demonstrated advanced written communication skills
• Experience with validating insurance information, prior authorizations, and following up on insurance claims is a plus

The University of Minnesota School of Dentistry is the state's only dental school and the only dental school in the northern tier of states between Wisconsin and the Pacific Northwest. The School of Dentistry advances health through scientific discovery, innovative education, and the highest quality care for all communities. Our impact extends beyond dental offices to classrooms and clinics throughout the region. We educate dentists, dental specialists, dental therapists, dental hygienists, dental educators, and research scientists.

Pay Range: $21.63-28.11 hourly depending on education/qualifications/experience.

Retirement plan options are available for Civil Service, Faculty, Labor-Represented, Professional & Administrative, and Temp Casual classifications. Learn more about retirement plans.

Applications must be submitted online. To be considered for this position, please click the Apply button and follow the instructions. You will be given the opportunity to complete an online application for the position and attach a cover letter and resume.

Additional documents may be attached after application by accessing your "My Job Applications" page and uploading documents in the "My Cover Letters and Attachments" section.

To request an accommodation during the application process, please e-mail employ@umn.edu or call (612) 624-8647.

Any offer of employment is contingent upon the successful completion of a background check. Our presumption is that prospective employees are eligible to work here. Criminal convictions do not automatically disqualify finalists from employment.

The University of Minnesota, Twin Cities (UMTC)

The University of Minnesota, Twin Cities (UMTC), is among the largest public research universities in the country, offering undergraduate, graduate, and professional students a multitude of opportunities for study and research. Located at the heart of one of the nation's most vibrant, diverse metropolitan communities, students on the campuses in Minneapolis and St. Paul benefit from extensive partnerships with world-renowned health centers, international corporations, government agencies, and arts, nonprofit, and public service organizations.

At the University of Minnesota, we are proud to be recognized by the Star Tribune as a Top Workplace for 2021, as well as by Forbes as Best Employers for Women and one of America's Best Employers (2015, 2018, 2019, 2023), Best Employer for Diversity (2019, 2020), Best Employer for New Grads (2018, 2019), and Best Employer by State (2019, 2022).