Call Center Agent

Job Description

A vital point of contact between the dental practice and its patients. Responsible for providing exceptional customer service by handling incoming calls from patients, addressing their inquiries, scheduling appointments, and ensuring a seamless and positive experience throughout their interaction with the dental clinic. Maintains patient satisfaction and contributes to the overall success of the dental practice.

Responsibilities

• Responds to incoming calls from patients, dental offices, or other stakeholders as per standard.
• Coordinates with dental staff by efficiently scheduling and rescheduling patient appointments using the dental practice’s appointment management system, to identify available appointment slots and match them with patients’ preferences.
• Reminds patients of their upcoming appointments and confirms their attendance by calling, reduces no-show rates and ensures the best utilization of the dental practice’s schedule.
• Updates and maintains patient records in the database precisely, including personal information, medical history, and insurance details.
• Adheres to established communication protocols and guidelines when handling patient calls and sensitive information.
• Responds to patient inquiries about dental services, insurance coverage, pricing, and general practice information with knowledge and empathy.
• Resolves patient concerns and complaints in a professional manner, ensuring a positive outcome for both the patient and the dental practice.
• Assists patients with billing-related questions, payment options, and financial arrangements.
• Informs patients about additional dental services or treatments available at the practice, promoting a higher level of dental care and oral health. 
• Educates patients about the benefits and importance of maintaining good oral health and the various dental procedures available. Conduct recall campaigns to re-engage patients who may be due for regular check-ups or treatments.
• Initiates outbound calls to existing and potential patients to schedule dental appointments. 
• Strives to meet or exceed call centre performance metrics, such as call volume, average call handling time, and customer satisfaction.
• Participates in training sessions and workshops to improve customer service skills and product knowledge.
• Conducts follow-up calls to patients who have recently undergone dental treatments or procedures to check on their well-being and address any post-treatment questions or concerns.
• Conducts patient satisfaction surveys over the phone to gather feedback and identify areas for improvement in the practice’s services.
• Achieves targets and metrics, such as call volume, appointment conversion rates, and patient satisfaction scores.

Qualifications

• High school diploma or equivalent; additional education in customer service or communications is a plus
• Proficiency in using computers, call centre software, and electronic health record (EHR) systems
• Proven experience in a customer service or call centre role is preferred
• Excellent communication skills, both verbal and written

PROFESSIONAL EXPERIENCE:

• Familiarity with dental terminology, procedures, and insurance processes is advantageous but not mandatory; willingness to learn is essential
• Strong listening skills and the ability to empathize with patients’ concerns
• Outstanding organizational skills and the ability to multitask efficiently in a fast-paced environment
• Patience and ability to handle challenging or upset patients with a calm and professional attitude
• Flexibility in working hours, including weekends and evenings