Patient Representative


Position Title

Patient Representative


Brooks Rehabilitation College of Healthcare Sciences School of Orthodontics

Position Reports to

Patient Treatment Administrator

Effective Date

November 1, 2023


Full Time/Non-Exempt

Job Summary

Responsible for performing front desk activities, including greeting patients, answering phones, scheduling, accepting and posting payments, and updating records. Also processes, maintains, compiles, and reports patient information.

Supervisory Responsibilities



  • Greets patients, performs new patient procedures such as assigning to diagnosis-related groups, and completing paperwork; coordinates activities with the Insurance and Collection Coordinators.
  • Responds to notes on patient accounts, seeks assistance with appropriate entities in the event of conflict, and enters notes in patient records.
  • Accepts, screens, and routes telephone calls, responds to patient inquiries, and makes appointment reminder calls.
  • Schedules emergency appointments and coordinates other scheduling changes.
  • Establishes, maintains, processes, and updates files, records, and other documents, and ensures records are complete, accurate, and in compliance with standards.
  • Compiles and maintains patients’ medical records to document condition and treatment, and to provide data for research or cost control and care improvement efforts.
  • Responds to notes on patient accounts, seeks assistance with appropriate entities in the event of conflict, and enters notes in patient records.
  • Releases information to persons and agencies according to regulations.
  • Resolves or clarifies codes and diagnoses with conflicting, missing, or unclear information by consulting with service providers or others.
  • Maintains confidentiality; protects the security of medical records and adheres to all HIPAA guidelines/regulations.
  • Operates standard office equipment and uses required software applications.
  • Performs other duties and responsibilities as assigned.

Required Skills/Abilities

Knowledge of: 

  • Standard business office procedures
  • Dental/orthodontic terminology (preferred but not required)
  • Dental insurance billing practices (preferred but not required)
  • Bilingual in English and Spanish (preferred but not required)

Skill in: 

  • Using interviewing techniques to obtain information from patients
  • Transcribing written and oral information, using computers to enter, access or retrieve data, and preparing reports
  • Maintaining patient dental records
  • Accurately posting, balancing, and reconciling payments
  • Operating standard office equipment and using required software applications

Ability to:

  • Read, understand, and follow oral and written instructions
  • Organize and prioritize multiple tasks and meet deadlines
  • Accurately perform detailed clerical and administrative tasks
  • Communicate effectively, both orally and in writing
  • Work independently as well as collaboratively within a team environment
  • Provide a high level of internal and external customer service
  • Establish and maintain effective working relationships with patients, service providers, faculty, and other staff

Education, Certificates, Licenses, & Experience

A valid driver’s license is required prior to employment and must be maintained during employment.

Physical Requirements

  • Sitting—up to 8 hours per day
  • Walking—up to 2 hours per day
  • Standing—up to 6 hours per day
  • Lifting—up to 30 pounds maximum, but generally will not apply
  • Pushing—up to 30 pounds maximum, but generally will not apply
  • Pulling—up to 30 pounds maximum, but generally will not apply
  • Computer keyboard—up to 6 hours per day
  • The following requirements will generally not apply: bending, squatting, stooping, reaching, balancing, twisting, crawling, kneeling, climbing stairs or ladders, outdoors 

Employees should not attempt to lift, pull, or push a load in excess of 30 pounds without assistance. Care should always be taken when lifting, pushing, or pulling in an awkward position.

Work Conditions

  • Normal business hours. Some additional hours may be required.
  • Climate controlled office environment.

Important Note

This is not an exhaustive list of all responsibilities, duties, and/or skills required for this position. The University reserves the right to amend and change responsibilities to meet organizational needs.

To Apply

If you are interested in applying for this role, please submit a resume, list of references, and completed JU application to Anita Vandergriff at