Appointment Center Representative

Position Summary

The Appointment Center Representative will provide quality telephone customer service through efficient scheduling and effective communication with patients, doctors, office managers, and office staff by utilizing scheduling guidelines. This position is also responsible for providing patients with thorough and accurate information. This position reports to the Office Site Administrator.

Essential Position Functions

• Utilize Appointment Center scheduling guidelines for patient scheduling and offer alternatives to patients when appropriate.
• Apply new patient distribution, access guidelines and correct appointment types to schedule patients.
• Update patient information and enter appropriate treatment plan into the database.
• Utilize call back list effectively.
• Identify and correct scheduling errors promptly.
• Confirm and verify insurance information, establish account and communicate payment procedures.
• Provide thorough and accurate information to patients by directing, informing, and addressing any patient questions or concerns.

Education And Experience

A high school diploma or GED is required, along with at least one year of customer service or call center experience. Minimum of one year healthcare and/or dental experience is desirable, especially if it includes dental terminology. Bilingual skills are preferred. Previous computer experience is required, including proficiency in Microsoft Windows applications, keyboarding, and 10-key skills.

Paid Time Off (PTO)

Eligible employees will accrue a minimum of 120 PTO hours per employment year in addition to seven paid holidays annually. The Company's PTO program combines vacation and sick leave, which is more generous than Washington State’s Sick Leave Law. Employees in part-time roles working less than 40 hours per week will accrue PTO on a pro-rated basis.

Physical Requirements

The work is primarily performed while sitting and/or standing, but will require occasional walking, bending, stooping, and carrying light items such as papers, books, or other supplies. The incumbent uses a computer and other standard office equipment to complete tasks.

Company Benefits

Willamette Dental offers the following benefits for this position, subject to applicable eligibility requirements: medical, dental, and vision insurance, tuition reimbursement, flexible spending accounts, 401(k) retirement plan with 5% match, accidental death and dismemberment insurance, life insurance, voluntary disability insurance, commuter benefits, two complimentary pairs of Fig scrubs (clinical roles), and employee assistance program. Paid Time Off (PTO): Eligible employees will accrue a minimum of 120 PTO hours per employment year in addition to seven paid holidays annually. The Company’s PTO program combines vacation and sick leave, which is more generous than Washington State’s Sick Leave Law. Employees in part-time roles working less than 40 hours per week will accrue PTO on a pro-rated basis.

Equal Opportunity Employer

Willamette Dental is an equal opportunity employer. We provide equal employment opportunities to all employees and applicants for employment without regard to an individual’s race (including physical characteristics historically associated with race), religion, color, age, sex (including pregnancy), national origin, veteran status, disability, marital status, genetic information, sexual orientation, gender identity, pregnancy-related condition, or any other classification protected by applicable federal, state or local laws. This job description is not meant to be an all-inclusive list of duties and responsibilities, but constitutes a general definition of the position’s scope and function in the company. This position may be exposed to PHI in the course of his/her duties, and will handle protected information (PHI) in a manner consistent with the Health Insurance Portability and Accountability Act of 1996 (HIPAA).