Call Center Representative

About the role

Temple University's Kornberg School of Dentistry is searching for a reliable, highly motivated team member with a solid work ethic to effectively and efficiently schedule treatment and admission consultation appointments for patients for our student doctors and/or specialists.

Responsibilities

• Triage incoming calls requests, scheduling patient appointments within multiple clinics
• Assist with appointment cancellation or rescheduling
• Document and update patient records in the axium system, including inputting and updating insurance information
• Answer patient questions and make independent decisions for complex administrative issues
• Perform other duties as assigned

Requirements

• At least one year of related experience handling a high volume of calls and multiple lines
• An equivalent combination of education and experience may be considered

Preferred Qualifications

• Bilingual Spanish/English
• Previous experience within a dental, medical, or higher education environment

Skills and Abilities

• Understand the importance of maintaining confidentiality under HIPAA standards
• Ability to remain calm and focused, while gaining potential patients' needs to make the proper appointment
• Knowledge of dental and or medical insurance
• Ability to clearly communicate on the phone with patients, including conferencing using the language line for non-English speaking clients
• Ability to navigate through computer platforms, scheduling books and the VoIP telephone, simultaneously
• Ability to work and collaborate with team members
• Ability to manage high-volume of calls in a timely manner and work well under pressure, multitasking while paying close attention to detail
• Strong typing skills

Essential Duties

• Provide a professional and polite, customer-focused presence over the telephone
• Answering the main telephone lines for the Dental School clinics
• When scheduling appointment, carefully retrieve patient information necessary to register them in the system and inform patient of adequate information that must be presented at time of visit, as required
• Assist callers in identifying needs and then routing calls appropriately
• Answering questions of a complex administrative nature from callers
• Send out correspondence pertaining to patient appointment
• Exercise utmost diplomacy and tact to provide excellent customer service for patients; practice confidentiality and privacy protocols in accordance to clinic policies and HIPAA requirements

Benefits

• Full medical, dental, vision coverage
• Paid time off
• 11 Paid Holidays
• Tuition remission - eligible employees and their dependents can obtain a degree TUITION FREE
• A generous retirement plan and so much more

Pay

HOURLY RATE: $22.18 per hour (increase to $23.94 per hour after completion of 90-day probationary period)