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Edward M. Kennedy Community Health Center, Inc. Dental Call Center Representative - Bi Lingual in Worcester, Massachusetts

Job Summary:

To answer calls to the Dental Department, including calls from all satellite dental locations as needed, in a professional, customer service-oriented manner, and using critical thinking skills to determine what appropriate action must be taken to process the calls appropriately. Appropriate action includes scheduling the caller for a patient appointment, accurately emailing the patients’ providers (or providers’ team), correctly transferring calls to the appropriate extensions following strict office guidelines, assisting internal customers (other department staff, volunteers, interns) with telephonic assistance, and providing the caller with precise general Health Center information.

Essential Functions:

  • Answers inbound telephone calls adhering to the Health Center’s customer service expectations and Standards of Conduct Policy.

  • Screens all incoming telephone calls according to the Center’s protocol to ensure callers’ needs are met quickly and efficiently, including providing correct departmental information for all departments if call has been misdirected or received in error.

  • Schedules appointment requests for patients in their assigned dental provider’s schedule using the appropriate appointment type, duration and frequency. The requests may be received through phone calls, emails, patient portal or through any other method.

  • Composes messages related to patient scheduling or patient questions to providers and other departmental staff using standardized messages and the appropriate message systems, such as through the use email.

  • Verifies and updates all caller information, and patients’ information, such as name, date of birth, patient status, current mailing address, current phone numbers, checks for active dental insurance and insurance approval prior to scheduling major dental procedures.

  • Assists in maintaining a complete complement of patient appointments in all providers’ schedules by actively working to fill openings and cancellations.

  • Protects confidentiality of patients and colleagues. Observe rules and regulations of the Health Center and the regulating bodies to which it reports.

  • Completes assigned tasks, including calling patients to complete the following: cancel/reschedule appointments; make reminder calls to patients, populate data into various spreadsheets/reports for data analysis, tracking, and information management.

  • Works with Dental front desk staff maintain an up-to-date Recall lists/Provider Wait lists/ Last minute cancellation Lists.

    Education and Experience:

  • High School Diploma or Equivalent work experience

  • Bi-lingual in English/Spanish or English/Portuguese.

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