Are you a customer service expert with a passion for helping people, a talent for sales and a drive to earn bonuses? If so, our Patient Service Representative position might be perfect for you!
Smile Brands Inc. is a dominant player in the dental space, and we are seeking a Patient Services Representative to join our Call Center Team. This is a high-volume, fast-paced role where you’ll be handling inbound calls while achieving key performance goals. You will be responsible for assisting new and returning patients by scheduling and rescheduling appointments for our affiliated offices. If you thrive in a dynamic environment, love helping people, and enjoy meeting goals, we encourage you to apply today!
This is a remote opportunity.
Schedule (days/hours)
Monday - Friday 10am - 6:30pm PT (Occasional weekend)Responsibilities
- Respond to inbound calls and online appointment requests, with the goal of securing an appointment for each patient
- Help patients understand their options and confidently book appointments
- Answer general questions and address concerns professionally
- Utilize internal tools to verify accepted insurance, office hours, scheduling guidelines, and dentist details
- Explain dental discount plans to potential cash patient
- Identify payer type to properly obtain insurance benefits to properly confirm eligibility and office assignment
- Cancel and reschedule appointments as necessary
- Follow up with patients who miss appointments
- Field patient concerns and escalate to Call Center Management for appropriate follow-up
- Consistently meet or exceed performance metrics, including:
- Calls handled per month
- Appointment booking rate
- Conversion from call to booked appointment
- Show rate for scheduled appointments
- Quality Assurance expectations
- Perform other duties as assigned
Qualifications
- 1-2 years of customer service experience (preferably in a similar sales-driven or performance-based environment)
- Strong communication, persuasion, and negotiation skills
- Ability to handle objections and educate patients on available services and benefits
- Proficient in basic computer skills with the ability to learn and adapt to new software systems
- Proficiency in Microsoft Word and Excel
- Ability to type 40 WPM or greater
- Strong multitasking and organizational skills
- Professional and confidential work ethics, strong attendance and positive attitude
- Must have a dedicated, private workspace free from distractions
Preferred Qualifications
- Experience working in a high-volume call center with sales, up-selling, or quota-driven goals
- Proven ability to meet or exceed performance targets and/or sales goals
- Background in healthcare, dental, or insurance (preferred but not required)
- Bilingual
Compensation
$17.00 -$17.50 per hour, with a competitive monthly bonus planAbout Us
Benefits are determined by employment status/hours worked and include paid time off (“PTO”), health, dental, vision, health savings account, telemedicine, flexible spending accounts, life insurance, disability insurance, employee discount programs, pet insurance, and a 401k plan.
Smile Brands supports over 650 affiliated dental practices across 30 states all focused on a single mission of delivering Smiles For Everyone!® Smiles for patients, providers, employees, and community partners. Everyone. Our growing portfolio of affiliated dental brands and practice models range from large regional brands to uniquely branded local practices. This role is associated with the affiliated dental office listed at the top of the job posting on our career site.
Smile Brands Inc. and all Affiliates are Equal Opportunity Employers. We celebrate diversity and are committed to providing an inclusive workplace for all employees. We are proud to be an equal opportunity employer. We prohibit discrimination and harassment of any kind based on race, color, creed, gender (including gender identity and gender expression), religion, marital status, registered domestic partner status, age, national origin, ancestry, physical or mental disability, sex (including pregnancy, childbirth, breastfeeding or related medical condition), protected hair style and texture (The CROWN Act), genetic information, sexual orientation, military and veteran status, or any other consideration made unlawful by federal, state, or local laws. If you would like to request an accommodation due to a disability, please contact us at careers@smilebrands.com
