DCG Clinics Support Specialist

  • Augusta University
  • Augusta, GA, USA
  • Feb 01, 2024
Full time Health & Medical Services

Job Description


DCG Clinics Support Specialist

Job ID: 268252
Location: Augusta University
Full/Part Time: Full Time


About Us

Augusta University is Georgia's innovation center for education and health care, training the next generation of innovators, leaders, and healthcare providers in classrooms and clinics on four campuses in Augusta and locations across the state. More than 9,000 students choose Augusta for educational opportunities at the center of Georgia's cybersecurity hub and experiential learning that blends arts and application, humanities, and the health sciences. Augusta is home to Georgia's only public academic health center, where groundbreaking research is creating a healthier, more prosperous Georgia, and world-class clinicians are bringing the medicine of tomorrow to patient care today.


Augusta University -

Our Health Sciences Campus:

1120 15th Street, Augusta, GA 30912

Our Summerville Campus:

2500 Walton Way, Augusta, GA 30904

College/Department Information

The Dental College of Georgia at Augusta University, we provide dental education to the next generation of professionals by offering hands-on education through innovative research, patient care, and service. Join other dental providers to improve the oral health of Georgia and beyond. The DCG was founded to provide the people of Georgia with quality dental care by educating students in dentistry. As a patient, you have the option to receive treatment in one of our three different practice models consisting of student clinics, resident care, or in the faculty practice. All dental treatments can be completed by the specialists in our facility. We also serve patients in more than 20 clinics across Georgia.

Job Summary

DCG requires staff to deliver high-quality customer service. This position is a representation of that friendly, welcoming customer service atmosphere. It is imperative the incumbent delivers professional customer service in person and over the phone to patients, providers, and staff. The position is responsible for registration of new patients to include gathering, verifying, and entering patient personal, contact, and insurance information onto the patient accounts within axiUm system. Responsible for coordinating and scheduling appointments for providers within the clinic to maximize provider production. Responsible for greeting patients and verifying that all patient information is accurate at the time the patient checks in for his appointment and for checking patients in for their respective appointments. Responsible for posting payments to patient accounts, including payments received by mail, phone and online as well as those received in person. Responsible for handling incoming calls from new patients who are calling to inquire about services offered by the clinic. Confirms patient appointments for those not confirmed by the automated calling system. Attempt to reschedule all failed or cancelled appointments. Manage referrals and patient recall lists.


Duties include, but not limited to:

SCHEDULE: Accountable for maintaining a productive schedule for the providers to meet production and financial goals of practice. This requires maintaining lists of patients awaiting appointments who can be contacted as cancellations occur, concentrating on current day first, next day, etc. as current day takes priority. This includes advising patient of payment policies at time appointment is scheduled for new patients. Also requires keeping up to date recall list for ensuring patients are appropriately treated on regular recall basis.

COMPLIANCE WITH CUSTOMER SERVICE STANDARDS: DCG has a high standard of customer service. Must provide friendly, welcoming customer service to patients, providers & staff in person and on the phone at all times. This requires a positive demeanor and cheerful disposition.

CUSTOMER SERVICE: Must adhere to DCG's high customer service standards by greeting each patient with a friendly and welcoming reception. Responsible for assisting in checking-in patients as they arrive for appointments. This includes updating of patient information, insurance verification, and receiving/posting payments from patients and/or consulting with patients of various payment options. Ensures that all patients are either scheduled for their next appointment, pending appointments are created or recalls are established for all active patients upon completion of their appointments. Check-out patients and collect and post any payments due. Notify patient of their financial obligations for their next appointment.

ADMINISTRATIVE DUTIES: Must be courteous and professional when handling incoming calls from new patients to meet high customer service standards. They may be calling to inquire about the services offered by the DCG so they could potentially become new clients. Includes registering patients into axiUm computer system with accurate and complete information as well as generating and sending a new patient welcome letter.

APPOINTMENTS AND REFERRALS: Must deliver pleasant and responsive customer service when contacting patients to re-schedule appointments as providers become unavailable due to conflicts in schedules or sickness. Maintains referrals in the order that they are received, schedules referral appointments and monitors referrals action status. Generates follow-up correspondence to referring providers.

GENERAL OFFICE DUTIES: Responsible for assisting in answering incoming general calls in a considerate and proficient manner to provide quality customer service. This could be, but is not limited to, handling inquiries regarding patient accounts, requests for scheduling or re-scheduling appointments or redirecting calls to the appropriate department as determined by the nature of the call. It may also include patients with emergency dental needs and scheduling appropriately.

REPORTS: Responsible for generating reports in axiUm of unscheduled treatment and contacting patients for scheduling of continued care. This includes, but is not limited to, failed appointments list, pending appointments list and recall lists. Mail merge of letters for efficient patient management.

PATIENTS ACCOUNTS: Assist patients in accessing accounts to determine charges as well as account balances. Assist residents, faculty, staff, and patients with appropriate account information. Ensure that any changes, discrepancies, or corrections regarding an account are directed to the appropriate areas of responsibility.

OTHER DUTIES: Perform other duties as assigned.

Required Qualifications

Associate's degree from an accredited college or university and two years of relevant experience.


High school diploma, GED or equivalent from a recognized State or Federal accrediting organization and three years of relevant experience. Must be capable of performing high-level customer service at all times.

Preferred Qualifications

Previous front office experience in a multi-provider dental practice, Knowledge of dental procedures and terminology, Extensive customer service experience/training, Responsibility of patient schedules, Ability to speak Spanish is a plus.

Knowledge, Skills, & Abilities

Computer proficient (Excel and Word).

Excellent customer service and presentation skills.

Excellent oral and written communication skills.

Strong organizational skills with an ability to effectively prioritize workload.

Meticulously accurate with excellent problem-solving skills.

Responsible for making requested changes in appointments by providers and patients as they arise.

Responsible for balancing their bank at the end of each business day.

Responsible for assisting students, residents, faculty, staff, and patients in analyzing patient accounts to ensure that charges, payments, and balances are correct.

All these tasks must be performed while adhering to DCG's high customer service standards with every transaction.


Ability to work both independently and as a team player.

Ability to produce acceptable work volume and effectively meet established deadlines.


Conditions of Employment

All selected candidates are required to successfully pass a Background Check review prior to starting with Augusta University.

If applicable for the specific position based on the duties: the candidate will also need to have a credit check completed for Positions of Trust and or approved departmental Purchase Card usage.

All employees are responsible for ensuring the confidentiality, availability, and integrity of sensitive [patient, student, employee, financial, business, etc.] information by exercising sound judgment and adhering to cybersecurity and privacy policies during their employment and beyond.

Credit Check

This position will require the acquisition of a P-Card and/or handle cash, credit or other sensitive information and will require a satisfactory Consumer Credit check as a condition of employment.

Other Information

This position is also responsible for promoting a customer-friendly environment and providing superior service to our patients, students, faculty, and employees. "Augusta University is a patient-and family-centered care institution, where employees partner every day with patients and families for success."

Augusta University is a tobacco-free environment, and the use of any tobacco products on any part of the campus, both inside and outside, is strictly prohibited.

Equal Employment Opportunity

Augusta University is proud to be an equal opportunity employer welcoming applicant from underrepresented groups, including individuals with disabilities and veterans.

How To Apply

Consider applying with us today!


Select University Faculty & Staff > External Applicants if you are a candidate from outside the university

Select University Faculty & Staff > Internal Applicants if you are a current university employee

If you need further assistance, please contact us at 706-721-9365

To apply, visit https://careers.hprod.onehcm.usg.edu/psp/careers/CAREERS/HRMS/c/HRS_HRAM_FL.HRS_CG_SEARCH_FL.GBL?Page=HRS_APP_JBPST_FL&Action=U&FOCUS=Applicant&SiteId=12000&JobOpeningId=268252&PostingSeq=1

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