Call Center Representative - Dental Depot

Purpose:

The Call Center Representative at Dental Depot DFW ensures exceptional communication with both existing and prospective patients. This role focuses on delivering excellent customer service, managing phone and text inquiries, overseeing online appointment requests, and performing follow-up tasks to enhance patient engagement and satisfaction.

Primary Objectives:

• Manage incoming phone calls, text messages, and online appointment inquiries promptly and professionally.
• Follow up on unscheduled care, broken appointments, and recapture unscheduled hygiene patients.
• Respond to patient reviews and feedback to maintain a positive online reputation.
• Implement strategies to increase call conversions and track results.
• Foster a positive team environment with effective communication and interpersonal skills.

Required Skills:

• Strong verbal and written communication skills.
• Excellent customer service orientation to handle patient inquiries and concerns.
• Proficiency with phone systems, text messaging platforms, and scheduling software.
• Detail-oriented and organized with a focus on empathy and patient care.
• Ability to handle high call volumes in a fast-paced environment.
• Accountability and willingness to ask for assistance when needed.

Physical Demands:

• Ability to remain stationary for 75% of the time.
• Constant operation of a computer and other office tools, such as a printer and telephone system.

Work Hours:

• Full-time, 40 hours per week in the office.

Key Performance Indicators (KPIs):

• Text and online appointment response times.
• Conversion rates for re-engaged patient calls.
• Re-appointment and broken appointment rates.

Primary Duties:

• Answer incoming calls, texts, and online appointment requests.
• Accurately schedule and confirm appointments.
• Make follow-up calls for unscheduled care, broken appointments, and hygiene recapture.
• Respond to patient reviews on online platforms.
• Implement strategies to boost inbound call conversion.
• Maintain detailed records of patient interactions.
• Collaborate with dental office teams for smooth patient communication.
• Manage hygiene re-care systems and phone call conversion tracking.
• Report site-level performance metrics to leadership, explore new strategies to enhance patient satisfaction, and deliver data-driven insights for continuous improvement.

Additional Responsibilities:
The job description may be subject to change as the business needs evolve. Employees may be required to undertake additional or different responsibilities as needed.