Overview

Essential Duties and Responsibilities

• Work collaboratively with assigned reps to ensure all patients are provided prompt, quality customer service.
• Be responsive to offices and complaints utilizing the online CoastConnect system.
• Conduct morning huddles and routine team meetings with the 3-Day and Confirmation Team
• Ensure effective customer service telephone skills.
• Manage 3-Day Schedule Support and Confirmation offshore dedicated reps.
• Train and hold team accountable for building productive office schedules.
• Train team and ensure effective customer service skills via the telephone.
• Must meet and manage to minimum monthly performance goals as outlined in SOPs.
• Manage large amounts of outbound texts and calls to fill gaps on office’s provider schedules.
• Monitor 3-Day Schedule Support and Confirmation Rep Activity in Que and Attendance
• Daily Monitoring of Schedules for New Patients, General Dentist and Hygiene to identify areas of opportunity for scheduling.
• Creates a positive experience for each patient contacted
• Follows communication scripts when handling different topics
• Engages in active listening with callers, confirming or clarifying information and diffusing angry patients, as needed
• Demonstrates proper telephone etiquette
• Communicates clearly and politely
• Contacts patients and motivate them to schedule and/or complete treatment planning as needed.
• Able to work in Patient Scheduling software
• Fulfills requests by clarifying desired information, completes scheduling transactions and forwards requests as appropriate
• Meets personal/team qualitative and quantitative targets
• Perform other duties, as assigned.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Knowledge, Skills and Abilities

• Strong customer focus and service skills
• Knowledge of Eaglesoft and Coast’s scheduling format a plus
• Data entry skills
• Track record of over-achieving quotas
• Strong phone and verbal communication skills
• Strong active listening skills
• Proficient in Microsoft Office (Outlook, Word, and Excel).
• Strong customer focus and adaptability to different personality types
• Able to multi-task, set priorities and manage time effectively
• Displays strong adaptability and accountability

Qualifications (Experience, Education, Licensure, Certification)

• High school degree or equivalent
• Dental front office experience preferred
• Proficiency with computers, especially with CRM software, and strong typing skills
• Proficiency with Polycom phones and 8x8 telephone software a plus
• Prior management experience a plus.

Working Conditions

The Call Center Representative will work in areas that are highly visible, well-lighted, and relatively quiet. Work is primarily sedentary in nature.

Limitations and Disclaimer

ACKNOWLEDGEMENT