Patient Services Inbound Representative

About the position

The Patient Services Inbound Representative at Heartland Dental is a remote position focused on providing exceptional customer service by managing inbound calls for multiple dental offices. This role involves accurately scheduling patients, addressing clinical and billing inquiries, and maintaining a positive rapport with patients and team members. The position emphasizes personal development, teamwork, and a patient-first approach in a fast-paced environment.

Responsibilities

• Provide inbound phone coverage for multiple dental offices.
• Accurately schedule patients within established guidelines.
• Route clinical and billing inquiries to appropriate pools.
• Assess patient needs and respond with critical judgment for resolution.
• Build rapport and maintain a positive demeanor with patients and team members.
• Demonstrate strong verbal and written communication skills.
• Exhibit sensitivity to patient health information and maintain confidentiality.
• Adhere to specialized workflows and protocols for multiple offices.
• Navigate quickly between multiple computer systems with dual monitors.
• Reach and maintain individual performance metrics, handling 90 patient interactions a day.
• Promote a positive and productive environment, supporting teamwork.

Requirements

• High School Diploma or equivalent required.
• Ability to multi-task effectively.
• Proficient keyboarding and computer skills.
• Excellent communication and outstanding customer service skills.
• Strong listening skills and critical thinking abilities.
• Sound judgment and strong problem-solving skills.
• Strong attention to detail and accuracy.
• Team-oriented, open-minded, flexible, and willing to learn.

Nice-to-haves

• Dental or medical background.
• Contact center work experience.
• Experience in sales or metric-driven performance environment.
• Familiarity with Dentrix or other dental software.
• Bilingual skills.

Benefits

• Competitive health insurance and retirement savings plans.
• Seven paid holidays and paid time off (PTO).
• Potential for personal and company performance bonuses.
• Referral bonus and voluntary overtime opportunities.
• Semi-annual pay increases.
• Team-focused and educational work culture.
• Access to a network of mentors and networking opportunities.
• Top quality technology to assist in daily responsibilities.