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Call Center Representative - Dental at Suncoast Community Health Centers Inc.

Suncoast Community Health Centers Inc. · Brandon, United States Of America · Onsite

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POSITION TITLE: CALL CENTER REPRESENTATIVE- DENTAL

FLSA: NON-EXEMPT

 

Job Summary:

The Call Center Representative is responsible for delivering excellent customer service through effective communication, quick problem-solving, and professional demeanor. This role requires a representative to handle inbound and outbound calls, assist with customer inquiries, and provide solutions to ensure customer satisfaction. Supervisory Responsibilities:

  • None

Duties/Responsibilities:

  • Handle inbound and outbound calls, emails, and chats to address customer inquiries, concerns, and requests.
  • Assist clients with information about products, services, appointments, or other inquiries based on company guidelines.
  • Identify patients' needs and offer relevant solutions or alternatives, ensuring a positive experience.
  • Deliver exceptional customer service by resolving issues effectively and ensuring a positive experience for each interaction.
  • Resolve basic to complex issues independently or escalate to a supervisor when necessary.
  • Document all patients' interactions accurately in the EMR system for future reference and follow-up.
  • Handle sensitive information with discretion, adhering to data privacy guidelines.
  • Update patients' information and maintain accurate records in the database.
  • Participate in regular team meetings, training sessions, and performance reviews, in-person.
  • Perform additional tasks as needed to support the centers.

Required Skills/Abilities:

  • Excellent verbal and written communication skills.
  • Excellent interpersonal and customer service skills.
  • Excellent organizational skills and attention to detail.
  • Must be able to effectively manage workflow and maintain high-quality standards in environments where staffing levels may be below ideal, demonstrating the ability to prioritize tasks and collaborate with the team under pressure.
  • Ability to use office equipment, including computers, copy machines, fax machines, telephones, calculators, and more.
  • Excellent time management skills with a proven ability to meet deadlines.
  • Ability to prioritize tasks and to delegate them when appropriate.
  • Ability to function well in a high-paced and at times stressful environment.
  • Proficient with Microsoft Office Suite, Electronic Medical Records (EMR) and related software.

 

Education and Experience:

  • High School diploma or equivalent is required.
  • At least two years in dental related experience required.

Physical Requirements:

  • Prolonged periods of sitting at a desk and working on a computer.
  • Must be able to lift up to 15 pounds at times.

Must be able to travel to various center locations as required.

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