Dental Scheduler - Winter Garden

Corporate Responsibilities:

  • Treats patients, staff and visitors with courtesy, sensitivity and respect while maintaining a team-based care approach.

  • Maintains patient confidentiality.

  • Adheres to policies and procedures.

  • Adheres to CHC Quality policies and participates actively in Quality Improvement Process activities.

  • Follows Safety and OSHA requirements.

  • Participates in cross training activities.

  • Adheres to the CHC dress code and maintains a professional appearance.

  • Attends required meetings and participates on committees as requested.

  • Enhances professional growth and development by attending in-service meetings and continuing education programs.

Physical/Mental/Emotional Requirements of Position:

  • Standing for short periods of time

  • Sitting for long periods of time

  • Bending

  • Stretching

  • Walking short distances

  • Lifting up to 15 pounds

  • Transporting up to 15 pounds short distances

  • Working with small implements requiring accuracy and precision

  • Working in a moderate noise level environment

  • Working in a small work area

  • Operating light equipment

  • Operating keyboard equipment (computer, keyboard, phone, headset, copier, etc.)

  • Reading forms/instructions/technical information

  • Following non-technical/technical directions

  • Speaking understandably to people of various ages, educational levels, cultural backgrounds in person/by telephone

  • Hearing verbal conversations with people of various ages, educational levels, cultural backgrounds in person/by telephone

  • Working under tight deadlines

  • Making decisions with varying amounts of guidance

Equipment/Machinery Used in Position:  Telephone, computer, printer, copier/fax, and/or other equipment necessary.

Health/Safety Considerations of Position:

Minimal exposure to infectious/contagious illnesses, depending on exact work location.

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.



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


  • None


  • 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.