Customer Advocate 1, Contact Center Support

About the role

The Customer Advocate, Contact Center plays a critical role in delivering an exceptional patient experience by supporting both Dental and Medical Offices with appointment scheduling, cancellations, and rescheduling for examinations and treatments. Customer Advocates are expected to demonstrate professionalism, empathy, and strong communication skills while working toward individual performance goals and adhering to Contact Center policies and procedures. This role requires the ability to manage high call volumes, navigate multiple systems, and accurately coordinate care while ensuring patients' needs are met with efficiency and compassion.

Responsibilities

• Answer inbound calls from new and existing patients to schedule, cancel, or reschedule Dental and Medical examinations and treatments
• Place outbound calls to patients using professional and effective telephone communication skills
• Respond to appointment requests submitted through Dental and Medical Office websites
• Accurately schedule appointments in accordance with established scheduling guidelines
• Navigate and utilize multiple systems of record simultaneously while handling live calls
• Verify patient insurance coverage and eligibility to support appropriate scheduling decisions
• Send clear and accurate correspondence emails to designated PDS Health offices as needed
• Support emergency appointment requests related to treatment needs or pain management
• Actively demonstrate The Perfect Patient Experience by maintaining a positive attitude, practicing active listening, demonstrating effective empathy, and prioritizing patient needs
• Successfully complete all required basic guide tests within 90 days of accepting the position
• Participate in team meetings, volunteer events, trainings, and coaching sessions as required
• Perform additional duties as assigned to support Contact Center operations

Qualifications

• High School Diploma or General Education Degree (GED)
• Minimum of two (2) years of customer service experience (call center, dental, or medical front-office operations)

Preferred Qualifications

• Associate's Degree, Bachelor's Degree, or one-year certificate from an accredited college or technical school; or an equivalent combination of education and experience
• Bilingual in English and Spanish

Skills

• Strong ability to multitask across multiple systems without compromising accuracy or quality
• Excellent interpersonal, oral, and written communication skills
• Ability to respond effectively to inquiries from patients, PDS Health offices, laboratories, pharmacies, internal staff, and vendors
• Self-motivated, dependable, and able to work independently as well as collaboratively within a team environment
• Ability to quickly learn, retain, and apply detailed information related to dental and medical procedures and workflows

Benefits

• Medical, Dental, and Vision Insurance
• Paid Time Off (PTO)
• Tuition Reimbursement
• 401(k) Retirement Plan
• Paid time to volunteer in your local community

Pay

$18.60-$24.40 / Hourly