Overview
The Dental Call Center Representative is responsible for providing excellent customer service and administrative support for a dental practice. This role involves managing inbound and outbound calls, scheduling appointments, addressing patient inquiries, and ensuring a smooth communication process between patients and the dental office.
Responsibilities Inbound Calls
Respond promptly to patient inquiries regarding appointments, services, and treatment options.
Provide information on dental procedures, insurance coverage, and office policies.
Resolve patient concerns or escalate issues to appropriate departments when necessary.
Outbound Calls
Contact patients to confirm upcoming appointments and remind them of follow-up visits.
Follow up with patients regarding treatment plans, billing, or any pending documentation.
Insurance and Billing
Assist patients with basic questions regarding dental insurance coverage and claims.
Direct patients to the billing department for any complex issues related to payments.
Patient Records Management
Update patient records and ensure accuracy of information within the system.
Verify and document insurance details and patient demographics.
Customer Service
Provide a positive and welcoming experience for patients over the phone.
Exhibit patience, empathy, and professionalism while handling calls.
Administrative Support
Manage general office duties such as sending appointment reminders and maintaining communication logs.
Collaborate with the dental team to streamline office operations.
Qualifications
High school diploma or equivalent; additional certifications in customer service or healthcare administration are a plus.
Previous experience in a call center, healthcare setting, or customer service role is preferred.
Experience with dental or medical software (such as Dentrix or similar) is an advantage.
Strong communication and interpersonal skills.
Ability to handle a high volume of calls while maintaining professionalism.
Proficient in scheduling software and basic computer applications (Microsoft Office, email systems).
Knowledge of dental terminology and insurance processes is desirable.
Working Conditions
This position works in the call center with extended periods of sitting and using a computer.
May require occasional weekend or evening hours as needed.
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Responsibilities Inbound Calls
Respond promptly to patient inquiries regarding appointments, services, and treatment options.
Provide information on dental procedures, insurance coverage, and office policies.
Resolve patient concerns or escalate issues to appropriate departments when necessary.
Outbound Calls
Contact patients to confirm upcoming appointments and remind them of follow-up visits.
Follow up with patients regarding treatment plans, billing, or any pending documentation.
Insurance and Billing
Assist patients with basic questions regarding dental insurance coverage and claims.
Direct patients to the billing department for any complex issues related to payments.
Patient Records Management
Update patient records and ensure accuracy of information within the system.
Verify and document insurance details and patient demographics.
Customer Service
Provide a positive and welcoming experience for patients over the phone.
Exhibit patience, empathy, and professionalism while handling calls.
Administrative Support
Manage general office duties such as sending appointment reminders and maintaining communication logs.
Collaborate with the dental team to streamline office operations.
Qualifications
High school diploma or equivalent; additional certifications in customer service or healthcare administration are a plus.
Previous experience in a call center, healthcare setting, or customer service role is preferred.
Experience with dental or medical software (such as Dentrix or similar) is an advantage.
Strong communication and interpersonal skills.
Ability to handle a high volume of calls while maintaining professionalism.
Proficient in scheduling software and basic computer applications (Microsoft Office, email systems).
Knowledge of dental terminology and insurance processes is desirable.
Working Conditions
This position works in the call center with extended periods of sitting and using a computer.
May require occasional weekend or evening hours as needed.
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