CCT Confirmation Specialist

Job Title

Confirmation & Communication Specialist – Care Connection Team

Type:
Full Time
Department:
Care Connection Team, Operations

Experience:

Experienced

Reports To:

Confirmation Manager

Confirmation & Communication Specialists act as our inside multi‑channel communication representatives who serve as a point of contact for prospective patients on their way to reclaim their health, smile, and confidence within our 100‑person inbound and outbound sales and service contact center – the Care Connection Team. They help increase show rate by qualifying patients for the implant consultation and retain last‑minute cancellations by building additional value and trust in Clear Choice.

We are searching for individuals passionate about helping transform the lives of others and who demonstrate an ability to empathize, advocate and build rapport with prospective patients.

• A strong desire to help those in need and work for a mission‑driven organization
• 2+ years customer service experience
• 1+ years experience in a field requiring a high level of empathy
• 6 months to 1 year previous remote work experience with intermediate to advanced computer skills
• 1+ year call center experience or related experience with high volume outbound calls
• Experience as an escalation specialist or similar role a plus
• Experience with overcoming objections
• A confident approach and ability to build rapport
• Strong interpersonal skills
• Excellent verbal and written communication skills
• Self‑motivation, drive, and initiative
• Extremely detail oriented with excellent time management skills
• Comfortable seeking and receiving coaching and guidance
• Proficient with computer software, systems and applications
• Experience with Salesforce and G‑suite a plus
• Schedule flexibility to work within our business hours of Monday‑Friday 6am‑6pm MST, Sat & Sun 8am‑4:30pm MST
• Strongly in need of bilingual Spanish‑English candidates

• Make outbound phone calls to confirm and remind prospective patients of their scheduled consultation appointment
• Outbound phone calls to existing leads who have expressed interest in our services (no cold calling)
• Manage multi‑channel communications from prospective patients including voicemails, text communications and email
• Make timely outbound phone calls to follow up with new and existing patients (no cold calling) who have expressed interest in our services
• Act as virtual greeter and check‑in or administrative support for all online appointments
• Demonstrate confidence and expertise when sharing information about Clear Choice
• Support prospective patients by thoroughly and accurately setting expectations for their upcoming appointment
• Complete detailed patient profiles in Sales Force and flag coaching opportunities
• Exhibit empathy, compassion, and conviction when speaking with prospective patients with the goal of helping to impact their lives for the better
• Meet or exceed set KPIs by understanding how to impact results and seeking coaching to continue to make improvements
• Act as an ambassador to the Clear Choice Core Values at all times showing:
  Compassion, Conviction, Teamwork, Integrity, Trust, Impact, and Passion for Learning
• Other duties as assigned

• Must be proficient with computer systems, software applications and problem solving
• Ability to multitask through computer programs and systems comfortably in a remote office setting with dual monitors
• Secure, reliable and dedicated high‑speed internet is required to support business needs
• Must have a dedicated home work area with minimal distractions and no visibility to your computer screen/monitor
• Remote positions are currently available for candidates located in AZ, CO, CT, FL, GA, HI, , IL, IA, KS, MD, MA, MI, MN, MS, MO, MT, NE, NV, NH, NC, ND, OH, OK, OR, PA, SC, SD, TX, UT, VA, WA, WV, WY

• Medical, dental & vision benefits
• Options for Flexible Spending Accounts and Health Savings Accounts
• 401K investment plan with employer match after 12 months of employment
• Company paid holidays and paid time off/vacation
• Thorough and intensive new hire paid training program and ongoing training and coaching
• Phenomenal culture committed to supporting our employees to change the lives of those we serve
• Position is fully remote

• $17.50 – $21.00 per hour base, depending on experience
• Quarterly 10% target bonus based on performance

Mid‑Senior level

Full‑time

Other

Hospitals and Health Care