Call Center
2 weeks ago
Job Overview: We are seeking a dedicated and customer-focused After-Hours Dental Call Center Representative to join our team. As an After-Hours Dental Call Center Representative, you will be responsible for handling incoming calls and booking appointments for our dental clinic outside of regular business hours. Your primary goal will be to provide exceptional customer service to callers, effectively schedule appointments, and assist with any inquiries or concerns. This role requires excellent communication skills, strong attention to detail, and the ability to handle a high volume of calls efficiently.
**Responsibilities**:
- Answer incoming calls in a professional and courteous manner, providing excellent customer service at all times.
- Accurately and efficiently schedule dental appointments for patients, utilizing our scheduling software or electronic systems.
- Gather and verify necessary patient information during the call, including personal details, insurance information, and medical history, ensuring accuracy and completeness.
- Educate callers about dental services offered, pricing, and any required pre-appointment preparations.
- Handle inquiries, complaints, and general questions effectively, providing appropriate solutions and escalating issues to the relevant department or supervisor when necessary.
- Maintain up-to-date knowledge of dental clinic services, procedures, and policies to provide accurate information to callers.
- Follow established call center scripts, protocols, and guidelines to ensure consistent customer service delivery.
- Update patient records and appointment details accurately in the clinic's electronic database.
- Collaborate closely with dental staff and other team members to ensure smooth appointment scheduling and follow-up.
- Adhere to confidentiality and data protection guidelines when handling sensitive patient information.
- Meet or exceed key performance indicators (KPIs), including call volume, call quality, and appointment booking targets.
**Requirements**:
- High school diploma or equivalent; additional education or certification in customer service or related fields is a plus.
- Proven experience in a customer service or call center role, preferably within the healthcare or dental industry.
- Excellent verbal communication skills with the ability to listen actively and respond empathetically to callers' needs.
- Exceptional organizational skills and attention to detail, ensuring accurate data entry and appointment scheduling.
- Ability to work independently and efficiently in a fast-paced environment, handling a high volume of calls.
- Strong problem-solving and decision-making skills, resolving issues effectively and escalating when necessary.
- Ability to multitask effectively, managing call queues while providing exceptional customer service.
- Flexibility to work evening shifts, weekends, and holidays as required by the after-hours call center schedule.
- Understanding of dental terminology, procedures, and basic dental insurance concepts is preferred.
Ability to commute/relocate:
- Johannesburg, Gauteng: Reliably commute or planning to relocate before starting work (required)
**Experience**:
- Dental software: 1 year (preferred)
Application Deadline: 2023/06/03
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