Description

We are looking for a Call Center Associate to join our exceptional team!

The Call Center Associate position will provide assistance with all incoming calls to our dental offices and supports access for care to our patients for services provided by our local dental offices.

We are committed to offering our team a competitive compensation package, including benefits and several other perks: 

• Paid Holidays and PTO (Paid Time Off) 
• Bonus Program 
• 401k 
• Health and Vision Insurance 
• Supplemental Insurance: Long & Short- Term Disability Coverage, Critical Illness, and Accident Insurance
• Employer paid: Dental, Life Insurance, Care.com membership, & Employee Assistance Program 
• Third Party Perks Discounted Movie Tickets, Travel, Hotels, and more 
• Development and Growth Opportunities

 Position Summary: 

• Provide superior Customer Service to patients, providers and colleagues.
• Accurately and promptly answer incoming telephone calls.
• Serve as a liaison between care providers and patients to ensure that patients can access dental services in a timely manner.
• Document thoroughly and accurately patient communications and actions taken on their behalf in our electronic records.
• Follow procedures to correctly prioritize patient needs with provider availability.
• Maintain performance and quality standards based on established call center metrics including turn-around times.
• Use appropriate means of communication for serving our patients’ needs (appointment, telephone encounter, email) with required staff.
• Respond to emergency calls according to established procedures.
• Maintain patient confidentiality at all times, following HIPAA guidelines.
• Provide patients with appointment scheduling/reappointment, and appointment confirmation.
• Collect new insurance information and discuss payment options for uninsured patients when applicable.
• Maintain and update patient information in the data system in compliance with privacy and security regulations.
• Assumes and executes additional responsibilities as assigned.

 Your contribution to the team includes: 

• Proficient in computer use and experience with MS Office applications, including Excel.
• Customer service experience required. Experience with dental and health organizations preferred.
• Excellent telephone manners required.
• Enjoys working in a team- based environment
• Responsive and comfortable working in a fast- paced environment.
• Ability to work well with both external and internal customers, exhibiting empathy and excellent communications skills in the written and verbal exchanges.
• Ability to manage multiple tasks simultaneously
• Thoroughness and attention to detail

Requirements

Must have’s you will need to be successful: 

• Experience in the dental field is a must.
• High school degree or equivalent.
• Previous dental experience & in a customer support role.
• Familiar with dental terminology.
• Strong phone and verbal communication skills including active listening.
• Customer focus and adaptability to different personality types.
• Ability to multi-task, set priorities and manage time effectively.
• Previous Dentrix experience is required.
• Must be able to carry and lift items weighing up to 25 pounds.
• This position will require sitting for long periods of time, walking, standing, bending, and walking, as well as using fine motor skills, such as finger dexterity for typing and using small hand tools.
• This position requires average to above-average visual acuity and hearing.
• Prolonged periods sitting at a desk and working on a computer.
• Must be able to read memos, computer screens, personnel forms, and clinical and administrative documents.