What are the responsibilities and job description for the Call Center position at Aventura Pediatric Dentistry and Orthodontics?
Description
This role is the first contact our patients have therefore you must have a cheerful personality and wonderful customer service skills. You will be responsible for scheduling the appointment and taking all initial information to ensure that the patient visit exceeds their expectation. Position requires a high school diploma and one year customer service experience. Will accept any suitable combination of education, training, or experience, position requires strong customer service skills; problem resolution skills; accurate data entry skills; and strong analytical aptitude.
Essential Duties and Responsibilities:
- Ultimate goal is to schedule appointments
- Follow all phone scripts provided
- Receive inbound and outbound calls
- Scheduling appointments
- Calling to confirm appointments and re-care system
- Emailing new patient welcome packet
- Taking all insurance and information required and verify and update patients information
- Handling questions and providing answers in a professional and pleasant manner.
- Excellent interpersonal, written and oral communication skills
- Excellent listening skills and the ability to ask probing questions, understand concerns and overcome objections
- Must have experience as an efficient scheduling coordinator
- Patients are very important to this position handling and actively solving their concerns politely and calmly is vital.
- Ensure assigned Providers are fully committed.
- Use VIP intake form for new patients and scan, upload to document center daily
Administrative:
- Log-in to all practice programs in the AM (ie. Emails, Dental Intel and Queue Matrix)
- Ensure that all patient records are current, up-to-date and accurate.
- Ensure your answering machine/voicemail is current.
Other Duties:
- Participate in the Morning Huddle by providing stats
- Assist in asking for referrals and reviews.
- Assist in building a “Trust Factor” with all patients.
- Assist to uncover patients Personal Motivators”.
Other Duties:
- Cover other areas within the practice as needed and when needed.
- Serve as Patient Referral/Review Liaison.
Expectations:
Call Center Team member is expected to have previous experience in a customer support role , responsible for scheduling calls, customer focus and adaptability to different personalities and the ability to multi task, set priorities and manage time effectively