(Archived) Patient Service Team Coordinator - Call Center

Summary: The Patient Service Team (PST) Coordinator is responsible for assisting new and existing patients via the phone, webchat, and other online platforms. Duties include answering patient questions, scheduling appointments, and resolving complaints by following established protocols. This individual will be expected to make a continual effort to promptly respond to patient calls and messages with a friendly, professional attitude and demeanor. Customer service experience and strong writing skills are required.

Essential Duties and Responsibilities include the following but are not limited to:

• Must be able to handle high volume inbound and/or outbound calls
• Listen to potential new or existing patients and understand the reason for their call, address all questions or guide them to the proper contact, and provide accurate and efficient responses
• Schedule appointments by obtaining all pertinent details and maintaining accuracy in data entry (Dentrix/Dolphin)
• Utilize scripts and tools appropriately
• Collect the insurance information from patients if applicable and makes the proper notations on the schedule
• Diffuse difficult calls or seek assistance when necessary
• Offers marketing promotions and educates the appropriate callers on our in-house discount program.
• Receive and promptly respond to real-time customer queries via webchat
• Ability to document issues and resolutions
• Provides exceptional customer service
• Meets daily, weekly, and monthly department goals set forth by management
• Takes part in training and other learning opportunities to expand knowledge for individual growth and company initiatives
• Ability to successfully relate to and communicate with team members and patients
• Strong team player willing to take direction, initiate business activities and work with management staff and peers
• Self-starter able to work with minimal supervision/direction and ability to multitask
• Professional demeanor and presentation
• Strong and effective written communication skills
• Creative thinker using sound judgment in workload coordination and technical matters
• Ability to organize work effectively and establish priorities
• Adheres to all company policies and procedures, and abides by HIPAA regulations

English and Spanish speaking required