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.
- 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 center 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 surveyor 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.
REQUIREMENTS :
- 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 center role is preferred.
- Excellent communication skills, both verbal and written.
- 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.