Call Center Representative

About the Role

The Dental Call Center Representative provides excellent customer service and administrative support for a dental practice, managing inbound and outbound calls, scheduling appointments, and ensuring smooth communication 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.

Requirements

• 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.