Job description

Call Center Representative - Dental Practice

Primary Location

Union Periodontics & Implant Dentistry – 514 North Broome Street, Waxhaw, NC 28173

Additional Locations

SouthPark Periodontics & Implant Dentistry – 6719 Fairview Road, Charlotte, NC 28210

Rock Hill Periodontics & Implant Dentistry – 1144 India Hook Rd # D, Rock Hill, SC 29732

Starting Rate: $18 per hour

Schedule

• Monday 8:00 am to 5:00 pm
• Tuesday 8:00 am to 5:00 pm
• Wednesday 8:00 am to 5:00 pm
• Thursday 8:00 am to 5:00 pm
• Friday 8:00 am to 1:00 pm

Job Brief

At SouthPark Perio, Union Perio, and Rock Hill Perio, we rely on knowledgeable professionals to interact with our valued customers who have questions or concerns. We are looking for Call Center Representatives that will be the liaison between our dental practices and its current and potential patients. Call center representatives will use their knowledge of the practice’s services and policies to assist callers with inquiries, complaints, or problems. They speak with patients, listen to them to gain a better understanding of their needs, and offer possible solutions. The successful candidate will be able to accept ownership for effectively solving patients’ issues, complaints, and inquiries while keeping patient satisfaction at the core of every decision and behavior.

This position will report directly to the dentist and/or the office manager.

Responsibilities

• Manage high volume of inbound and outbound calls in a timely manner.
• Follow communication “scripts” when handling different topics.
• Identify patients’ needs, clarify information, research issues, and provide solutions and/or alternatives.
• Provide accurate, satisfactory answers to patients’ queries and concerns.
• De-escalate situations involving dissatisfied patients, offering patient assistance and support.
• Review patient or client accounts, update information about billing, insurance, and other account items.
• Collaborate with other call center professionals to improve customer service.
• Help to train new employees and inform them about the practice’s patient management policies.
• Build sustainable relationships and engage patients by taking the extra mile.
• Meet personal/team qualitative and quantitative targets.
• Take part in training and other learning opportunities to expand knowledge of company and position.
• Adhere to all company policies and procedures.

Requirements and skills

• High school diploma or equivalent.
• Previous experience working in the dental industry.
• Strong phone and verbal communication skills along with active listening.
• Exceptional interpersonal and rapport building skills.
• A patient and empathetic attitude.
• Strong time management and organizational skills.
• Adaptability and flexibility.
• Comfortable working in fast-paced environments.
• Troubleshooting skills, either basic or advanced, depending on the role and industry.
• Proficiency with computers, especially with Eaglesoft software, and strong typing skills.
• Phone skills, including familiarity with complex or multi-line phone systems.
• Knowledge of the practice’s services.
• Previous experience in a customer support role highly preferred.
• Previous experience in a call center environment highly preferred.
• Previous experience in a healthcare setting highly preferred.
• Fluency in a second/multiple languages highly preferred.

Job Type: Full-time

Pay: $18.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Paid time off

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Waxhaw, NC 28173: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Call center: 1 year (Preferred)
• Customer service: 1 year (Preferred)
• Dental Industry: 1 year (Preferred)

Work Location: One location

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