Description
Confirmation & Communication Specialist -Care Connection Team
Location: Greenwood Village, CO (100% remote)
Type: Full Time
Department: Care Connection Team, Operations
Experience: Experienced
Reports To: Confirmation Manager
ClearChoice Dental Implant Centers are a national network of dental implant centers founded in 2005 to provide innovative dental implant care to patients across the United States. Driven by a collective desire to improve the lives of prospective patients, ClearChoice helps people reclaim their health, smile and confidence. Beyond restoring teeth, this is about people getting their lives back.
ClearChoice Management Services, LLC (CCMS) provides administrative practice management services to the ClearChoice network. We are searching for individuals who can help us continue pursuing our goal of reaching prospective patients and helping to transform their lives. When you join ClearChoice, you are joining a team of individuals with passion, conviction, and integrity whose mission is to be the Platform of Hope for those in need of our services. Come help us write the next chapter of our story!
Summary:
Confirmation & Communication Specialists act as our inside multi-channel communication representatives who serve as a point of contact for prospective patients on their way to reclaim their health, smile, and confidence within our 100 person inbound and outbound sales and service contact center, i.e. The Care Connection Team. Confirmation & Communication Specialists act as a liaison to help increase show rate by qualifying patients for the implant consultation and retaining last minute cancellations by building additional value and trust in ClearChoice. We are searching for individuals passionate about helping transform the lives of others and who demonstrate an ability to empathize and advocate for our prospective patients. Confirmation & Communication Specialists exhibit empathy, conviction, drive and resilience and are excited by the prospect of making an impact on people’s health journey.
Desired Experience & Skills:
- A strong desire to help those in need and work for a mission driven organization
- 2+ years customer service experience
- 1+ years experience in field requiring a high level of empathy
- 6 months to 1 year previous remote work experience with intermediate to advanced computer skills/proficiencies
- 1 + years call center experience or related experience with high volume outbound calls
- Experience as an escalation specialist or similar role a plus
- Experience with overcoming objections
- A confident approach and ability to build rapport
- Strong interpersonal skills
- Excellent verbal and written communication skills
- Self-motivation, drive, and initiative
- Extremely detail oriented with excellent time management skills
- Comfortable seeking and receiving coaching and guidance
- Proficient with computer software, systems and applications
- Experience with Salesforce and G-suites a plus
- We are looking for candidates with schedule flexibility to work within our business hours of Monday-Friday 6am-6pm MST, Sat & Sun 8am-4:30pm MST
- Strongly in need of bilingual Spanish-English candidates
Responsibilities
- Make outbound phone calls to confirm and remind prospective patients of their scheduled consultation appointment
- Outbound phone calls to existing leads who have expressed interest in our services (no cold calling)
- Manage multi-channel communications from prospective patients including voicemails, text communications and email
- Make timely outbound phone calls to follow up with new and existing patients (no cold calling) who have expressed interest in our services
- Act as virtual greeter and check-in or administrative support for all online appointments
- Demonstrate confidence and expertise when sharing information about ClearChoice
- Support prospective patients by thoroughly and accurately setting expectations for their upcoming appointment
- Complete detailed patient profiles in SalesForce and flag coaching opportunities
- Exhibit empathy, compassion, and conviction when speaking with prospective patients with the goal of helping to impact their lives for the better
- Meet or exceed set KPIs by understanding how to impact results and seeking coaching to continue to make improvements
- Act as an ambassador to the ClearChoice Core Values at all times showing: Compassion, Conviction, Teamwork, Integrity, Trust, Impact, and Passion for Learning
- Other duties as assigned
Remote Requirements
- Must be proficient with computer systems, software applications and problem solving
- Ability to multitask through computer programs and systems comfortably in a remote office setting with dual monitors
- Secure, reliable and dedicated high speed internet is required to support business needs
- Must have a dedicated home work area with minimal distractions and no visibility to your computer screen/monitor
- Remote positions with our team are currently available for candidates located in AZ, CO, CT, FL, GA, HI, ID, IL, IA, KS, MD, MA, MI, MN, MS, MO, MT, NE, NV, NH, NC, ND, OH, OK, OR, PA, SC, SD, TX, UT, VA, WA, WV, WY
Benefits of Joining Our Team
- Medical, dental & vision benefits
- Options for Flexible Spending Accounts and Health Savings Accounts.
- 401K Investment Plan with employer match after 12 months of employment
- Company paid holidays and paid time off/vacation
- Thorough and intensive new hire paid training program and ongoing training and coaching
- Phenomenal culture committed to supporting our employees to change the lives of those we serve
- Position is fully remote
Compensation
- $17.50 - $21/Hour Base- Depending on Experience
- Quarterly 10% target bonus based on performance
