Practice Support Specialist

Overview

Purpose: The Practice Support Specialist is responsible for providing both field and inter-departmental support, primarily associated with the use of the Dentrix system and other supporting applications. In addition, this position provides support for other business operations, including but not limited to insurance attachment and estimation, account receivables and billing concerns, as well as provider compensation questions when needed.

Responsibilities

Respond to requests via phone, email, comlog or self-serve tickets quickly and effectively 

  • Research problems based on user description, identify probable cause and resolve
  • Log all calls and document resolution progress in accordance with Help Desk work management procedures while using the SharePoint ticketing system
  • Prioritize daily duties appropriately based on business urgency
  • Alert manager promptly to issues that are an immediate and significant detriment to business operations
  • Promote cooperation and sense of support between Help Desk and customer (field, practice or home office staff) 

Prevent recurring problems

  • Train end user regarding proper methods and protocols when appropriate, while resolving issues
  • Track for trends and communicate recurring issues with the training staff by appropriately entering training tickets in the SharePoint ticketing system

Perform miscellaneous functions related to operational support

  • Process and research related Help Desk reports as assigned
  • Complete assigned projects within appropriate timeframe, as directed
  • Process requests for access to Practice View and Network promptly

Qualifications

Knowledge/Skills/Abilities:

Education/Certification:

  • Associates Degree, preferred (or a High School diploma or equivalent and minimum of 2 years of direct related experience)
  • Minimum 1 year customer service experience

Skills/Abilities:

  • Friendly customer service skills
  • Strong problem-solving skills
  • Detail-oriented
  • Strong communication skills (verbal & written)
  • Ability to multi-task
  • Computer applications proficiency
  • Proficient in MS Office applications and Dentrix software
  • Ability to build and maintain internal and external business relationships

Work environment/Conditions:

  • Fast-paced office environment
  • Extensive keyboard use
  • Long periods sitting
  • May require flexible hours based on changing business demands


Meet Some of DentalOne Partners's Employees

Melissa M.

Senior Vice President, Operations

Melissa partners with 59 practices in the West region to set each team up for success by making sure in-office Operations Teams and support services are ready for patients.

Tanya F.

Operations Leader

Tanya oversees daily operations to make sure doctors in supported practices are successful and focused on dentistry—not administration. She also makes each day a new opportunity to strengthen and support her team.


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