What are the responsibilities and job description for the Contact Center Agent position at Frontline Dental Implant Specialists?
About The Role
As a Contact Center Agent, you will focus on all new leads to the practice and as such, you will be a vital part of the organization’s success. Your professionalism, attention to detail, and ability to build trust over the phone help patients take their first step toward improving their health and confidence.
This role combines customer service, scheduling, and sales support. You’ll manage new patient leads, coordinate appointments, and ensure every interaction reflects our commitment to exceptional care.
Key Responsibilities
As a Contact Center Agent, you will focus on all new leads to the practice and as such, you will be a vital part of the organization’s success. Your professionalism, attention to detail, and ability to build trust over the phone help patients take their first step toward improving their health and confidence.
This role combines customer service, scheduling, and sales support. You’ll manage new patient leads, coordinate appointments, and ensure every interaction reflects our commitment to exceptional care.
Key Responsibilities
- Handle and respond to all new patient leads quickly, accurately, and with a positive attitude.
- Schedule appointments efficiently to meet practice goals and ensure smooth patient flow.
- Maintain accurate patient information and ensure all necessary registration forms are completed prior to visits.
- Verify insurance information when applicable.
- Provide warm, professional customer interactions—whether by phone, email, or text—and represent the practice with courtesy and care.
- Communicate schedule updates to the team and fill open appointment slots promptly.
- Follow the practice’s lead-to-sales process, nurturing leads through consistent, thoughtful follow-up.
- Be knowledgeable about our providers, services, promotions, and financing options to confidently answer patient questions.
- Coordinate consultation appointments and ensure seamless handoffs to other team members.
- Collect and record patient co-pays accurately in the practice management system.
- Utilize Salesforce and Denticon to log interactions, track progress, and maintain detailed records (training provided if needed).
- Monitor personal and team performance metrics and work collaboratively to achieve goals.
- Support overall department success by assisting teammates and performing additional duties as needed.
- Exceptional communication and interpersonal skills with a warm, professional phone presence.
- Strong attention to detail and accuracy in data entry and follow-up.
- Ability to multitask effectively, handling calls while using scheduling software.
- Customer service mindset and persistence when dealing with challenging calls.
- Proficiency in Microsoft Office; familiarity with Salesforce and Denticon a plus (training available).
- Bilingual (English/Spanish) candidates are strongly encouraged to apply.
- High school diploma required; college coursework preferred.
- At least 1 year of experience in a call center or customer service role (healthcare experience preferred).
- Prolonged periods sitting, speaking on the phone, and working at a computer.
- Occasional movement within the office and ability to lift up to 15 pounds if needed.
- Competitive pay and performance-based incentives.
- Comprehensive health, dental, and vision insurance.
- 401(k) with company match.
- Paid time off and paid holidays.
- A supportive, team-oriented environment where your role truly makes an impact.