Position Details 

Summary/Objective 

The Dental Patient Service Supervisor oversees front desk operations within the dental department and is responsible for ensuring efficient, accurate, and patient-centered workflows. This role works closely with dental clinical staff, call center teams, and Pre-Service Clearance to ensure seamless coordination across departments. The Supervisor is responsible for driving consistency in scheduling, insurance verification, documentation, and patient communication, while identifying and resolving workflow gaps to support overall clinical performance and patient experience. 

Essential Functions 

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  Patient Service Essential Functions: 

  
  

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  Greets patients and visitors in a friendly and professional manner, determines the purpose of the visit, and directs them to the appropriate department to ensure a positive patient experience. 

  
  

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  Registers new and established patients, ensuring all demographic information is accurate and up to date, and obtains required consents for treatment and release of medical records. 

  
  

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  Verifies patient health benefits to ensure services are covered under the patient’s plan for billing and collection accuracy. 

  
  

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  Submits prior authorization requests through insurance companies when required. 

  
  

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  Completes financial screenings for uninsured or underinsured patients using appropriate financial information to ensure access to affordable care.  

  
  

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  Collects all co-pays, sliding fee payments, and outstanding balances at the time of service. 

  
  

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  Schedules and confirms appointments using appropriate scheduling guidelines and templates to support efficient provider workflows.  

  
  

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  Completes patient check-in and check-out processes, including updating patient information and scheduling follow-up appointments as needed. 

  
  

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  Communicates wait times with patients and, if excessive, provides alternative options when appropriate. 

  
  

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  Ensures accurate and complete documentation within the patient chart, including notes related to insurance, scheduling, and patient interactions. 

  
  

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  Answers incoming calls in a courteous and professional manner, addresses the nature of the call, and routes or assists patients as appropriate. 

  
  

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  Educates patients on services available at NorthShore Health Centers. 

  
  

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  Balances cash and payment collections at the end of the workday to ensure accuracy and proper allocation of funds. 

  
  

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  Maintains a working knowledge of organizational policies, procedures, and departmental workflows. 

  
  

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  Follows all HIPAA guidelines and maintains strict confidentiality of patient information. 

  
  

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  Attends meetings and training sessions as needed. 

  
  

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  Performs other duties as assigned within the scope of Patient Service operations. 

  
  

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  Administrative Essential Functions: 

  
  

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  Monitors employment requisitions and applications for positions reporting to the Supervisor. 

  
  

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  Participates in interviewing and selection of candidates for the Dental Patient Service team. 

  
  

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  Facilitates and/or delegates new hire onboarding and initial training within the department. 

  
  

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  Schedules dental patient service representatives to ensure adequate coverage and support efficient operations. 

  
  

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  Monitors time and attendance of all direct reports. 

  
  

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  Monitors employee performance and development, issuing feedback and corrective action as needed. 

  
  

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  Organize and lead department and team meetings. 

  
  

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  Provides ongoing coaching and training to staff to ensure consistency and accuracy in processes. 

  
  

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  Works collaboratively with leadership across dental clinical teams, call center, and Pre-Service Clearance to ensure efficient patient flow and resolution of workflow issues. 

  
  

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  Identifies operational gaps (e.g., insurance errors, scheduling issues, missing documentation) through regular chart audits and implements improvements to processes. 

  
  

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  Weekly travel to sites that Supervisor has direct reports at. 

  
  

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  Performs other duties as assigned by the Chief Operating Officer, Director of Dentistry, and/or Senior Director of Health Center Operations. 

  
  

*These essential functions are a summary of the primary duties and responsibilities of the position, and are not intended to be a comprehensive listing of all duties and responsibilities.  The position will include other duties as assigned and duties are subject to change at management's discretion. 

Competencies 

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  Planning and strategic foresight 

  
  

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  Responsible Decision Making 

  
  

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  Integrity and accountability 

  
  

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  Innovation and creativity 

  
  

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  Adaptive and flexible 

  
  

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  Leadership, teamwork, and conflict resolution 

  
  

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  Professionalism and work ethic 

  
  

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  Empathy 

  
  

Work Environment 

Work is performed in an office environment. Involves frequent personal and telephone contact with patients, physicians, and other healthcare personnel. Work may be stressful at times. Interaction with others is constant and interruptive.  

Travel 

Travel on a weekly basis to sites that Supervisor has direct reports is a requirement of this role. Travel outside of Northshore locations will be rare for this position.  

Required Role Qualifications 

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  High School Diploma, Transcripts, or Equivalent   

  
  

Preferred Role Qualifications 

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  Associate’s Degree in Health Services, Healthcare Administration, or related field  

  
  

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  Two years of experience working within a healthcare setting  

  
  

Required Skills 

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  Ability to analyze situations and solve problems at strategic and tactical levels  

  
  

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  Excellent interpersonal and customer service skills 

  
  

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  Ability to comprehend, interpret, and apply the appropriate sections of applicable laws, guidelines, regulations, ordinances, and policies 

  
  

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  Ability to acquire a thorough understanding of the organization's hierarchy, jobs, qualifications, compensation practices, and the administrative practices related to those factors 

  
  

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  Practiced at organization and planning 

  
  

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  Employ Critical thinking and problem solving 

  
  

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  Maintains composure and operates with emotional intelligence 

  
  

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  Ethical reasoning and decision-making 

  
  

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  Strong attention to detail 

  
  

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  Receptive and responsive to feedback 

  
  

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  Excellent verbal and written communication skills 

  
  

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  Time management, prioritization, and sense of urgency 

  
  

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  Proficient with Microsoft Office Suite or related software 
  
   

  
  

Physical, Visual, and Audible Requirements 

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   I acknowledge that I may be exposed to infectious and contagious diseases. 

   
   

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   I acknowledge that I may be in contact with patients under a wide variety of circumstances. 

   
   

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   I acknowledge that I am able to handle and respond to emergency or crisis situations per NorthShore Health Centers facility plans, protocols, and procedures. 

   
   

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   I acknowledge that I may occasionally subject to irregular working hours. 

   
   

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   I acknowledge that I may be required to wear personal protective equipment (PPE) as necessary. 

   
   

*Reasonable accommodations can be made to enable people with disabilities to perform the described essential functions of the job.