Call Center Coordinator - School of Dental Medicine

Overview

This is a fully remote position. However, there is mandatory onsite training for the first 6-8 weeks.

The Dental School Call Center department is responsible for answering incoming phone calls efficiently for the entire school and identifying the patient's needs and assisting to their questions and inquiries appropriately.

The Call Center Coordinator (CCC) triages or resolves new patient and general inquiries to the dental school made over the phone or online. They are responsible for assisting patients, matching them with the clinical option that is most appropriate for their needs.

• Triage or resolve phone inquiries for every clinic, every office, and every function at the dental school.
• Understand the needs of new patients and match them with the clinical option that is most appropriate for their needs
• Schedule new patient appointments for 14+ different clinics
• Resolve and track online appointment requests
• Provide medical and dental insurance information as appropriate
• Maintain patient electronic records
• Submit changes to the knowledgebase
• Participate in regular team meetings

• High School equivalency
• 0-1 year of job related experience
• Basic computer skills
• Excellent communication and customer service skills

• Associate’s Degree or related health care experience
• Experience in a call center or customer facing role
• Fluency in a second language (Mandarin, Cantonese, Spanish, Portuguese, Vietnamese or Haitian Creole)
• Ability to follow established procedures and policies
• Knowledge of customer service principles and practice
• Detail-oriented, ability to multi-task, and highly organized
• Ability to work in a team environment as well as work independently
• Telephone etiquette skills
• Dental/Medical background a plus

Minimum $19.20, Midpoint $22.50, Maximum $25.90

Salary is based on related experience, expertise, and internal equity; generally, new hires can expect pay between the minimum and midpoint of the range.