Full-Time Service Center Representative

The Service Center Representative will provide exceptional customer service and support to three dental practice locations.

This role is responsible for handling patient inquiries through inbound and outbound calling, identifying and routing treatment opportunities, reporting competitive data to marketing, and ensuring a seamless experience for our patients.

The ideal candidate will be detail-oriented, empathetic, and skilled at multitasking in a fast-paced environment.

Key Responsibilities:

1. Customer Service Excellence: Serve as the primary point of contact for patients via phone, email, and online inquiries. Resolve patient concerns and escalate issues to the appropriate team member or location when necessary. Build positive relationships with patients to ensure a welcoming and professional experience.
2. Treatment Opportunity Identification: Review patient inquiries and past dental records to identify potential treatment opportunities. Discuss treatment needs with patients and answer preliminary questions. Educate patients on available services and options, encouraging follow-through with recommended care plans.
3. Scheduling and Inquiry Routing: Coordinate and schedule appointments across three dental practice locations, ensuring alignment with providers’ availability. Route complex treatment inquiries or special cases to the appropriate dental professionals or office teams. Maintain accurate and up-to-date patient records in the practice management software.
4. Administrative Support: Track and follow up on pending treatment plans and unresolved inquiries. Prepare daily and weekly reports summarizing call volume, patient inquiries, and treatment opportunities identified. Collaborate with office managers and clinical teams to align patient services with operational goals.
5. Continuous Improvement: Participate in regular team training to enhance knowledge of dental services, policies, and technologies. Contribute to improving workflows and protocols to enhance patient satisfaction and practice efficiency.

Required: High school diploma or equivalent; associate’s or bachelor’s degree preferred.

Preferred Experience: Previous experience in a customer service role, preferably in a healthcare or dental setting.

Preferred Skills: Excellent written and verbal communication, Relationship building and team building, Time management and organizational skills, Decisiveness and ability to make decisions quickly with the information given, Engage in difficult conversations and provide effective feedback, Uphold integrity and confidentiality, Work independently and make decisions when necessary, Dependability with commitments and able to meet deadlines, Work efficiently while managing multiple projects, Computer skills, typing skills, knowledge base with multiple software systems, Presentation skills.

Working Environment & Physical Requirements: Working conditions include those typically seen in an office environment. Prolonged periods of sitting at a desk and working on a computer. Must be able to lift up to 15 pounds at times. Traveling to the three PCCD office locations for training and meetings is required.

Equal Opportunity Employer: We provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

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