Dental Scheduler - Call Center

Primary Responsibilities and Specific Duties:

  • Schedules patient appointments according to CHC protocols/guidelines:

  • Answers the telephone promptly in a courteous and professional manner.

  • Obtains and enters accurate demographic information into CHC electronic health record (address, telephone number, insurance information, etc.).

  • Schedules patient appointments according to scheduling protocols/guidelines.

  • Reviews, updates and confirms appointment information including: date, time, location, provider name, reason for visit and insurance status with caller.

  • Informs caller of necessary items to bring to appointment (including identification card, insurance card, medications, office visit fee, etc.).

  • Informs caller of appointment expectations and guidelines to include cancellation/no-show policy, prompt arrival, and discharge guidelines.

  • Answers questions and offer other information, as requested or needed.

  • Performs outbound calls to cancel or reschedule patient appointments and/or provide additional information as needed.

  • Provides assistance with special projects as call volume permits.

  • Functions as a liaison for the patients and the Health Center:

  • Directs calls to other departments as needed.

  • Responsible for escalating calls appropriately according to procedures.

  • Communicates to Supervisor cases needing a higher level of intervention in a timely manner.

  • Maintains proper and accurate documentation of all activities as determined.

  • Maintains performance expectations such as: Average Calls Answered, Average Talk Time, and other performance metric requirements.

Maintains patient confidentiality at all times in accordance with HIPAA regulations.

Performs other duties as assigned.

Qualifications:

Education: 

  • High school diploma or equivalent is required. College, vocational / technical training or certification preferred. 

Certification:

  • None

Experience: 

  • 1 year previous experience in a call center environment and/or 1 year experience in a medical/dental office setting preferred.

  • Knowledge of electronic health records software or equivalent preferred.

  • Medical Assistant experience preferred.

  • Must successfully pass a Call Center Telephone Assessment test.

Special skills:   

  • Good verbal and written communication skills.

  • Excellent data entry skills.

  • Bilingual in Spanish and/or Creole preferred.

  • Ability to effectively handle multiple tasks in a fast-paced environment.

  • Basic knowledge of Microsoft applications.

  • Medical and Dental terminology knowledge preferred.

Other requirements:

Able to work flexible hours as needed.