Contact Center Specialist

About the role

We are seeking a detail-oriented, empathetic, and communicative Contact Center Specialist to join our growing team. In this remote position, you will serve as a primary contact for our patients, family members, and clinical staff. You will manage high-volume inbound communications across multiple channels, ensure precise documentation in our CRM, and strictly adhere to HIPAA regulations to safeguard patient information.

Responsibilities

• Efficiently manage high-volume inbound phone calls, emails, text messages, and voicemails with professional warmth and care
• Address inquiries regarding dental care plans, scheduling updates, and dental service progress, ensuring timely follow-ups with patient representatives
• Collaborate closely with Clinical Team Managers and field staff to communicate appointment requests and case updates
• Maintain prompt, thorough, and accurate records of all customer interactions, status updates, and documentation within the CRM system
• Maintain strict compliance with federal and state health information privacy laws (HIPAA) during all verbal and written interactions

Requirements

• 1+ years of experience in customer service, call center operations, or a medical/dental office setting
• Hands-on experience with remote communication platforms such as Five9, CRM software, Gmail, and Google Workspace tools
• Excellent verbal and written communication skills with strong active listening abilities
• Strong commitment to confidentiality and deep understanding of HIPAA standards
• Highly organized, detail-oriented, and self-motivated to work efficiently in a fully remote environment

Schedule

Hours of operation: 8am–5pm PST (open to candidates in different time zones as long as they are agreeable with these hours).

Benefits

• Competitive hourly rate of $18.00/hr
• Comprehensive benefits package including Medical, Dental, and Vision coverage
• 401(k) plan with 3% match
• Life Insurance
• Generous Paid Time Off