On-Call Appointment Center Representative

The On – Call Appointment Center Representative will provide quality telephone customer service through efficient scheduling and effective communication with patients, departments, doctors, office managers and office staff by utilizing scheduling guidelines. This position is also responsible for providing patients with thorough and accurate information. Essential Position Functions Utilize Appointment Center scheduling guidelines for patient scheduling and offer alternatives to patients when appropriate. Apply new patient distribution, access guidelines and correct appointment types to schedule patients. Update patient information and enter appropriate treatment plan into the database. Utilize call back list effectively. Identify and correct scheduling errors promptly. Confirm and verify insurance information, establish account and communicate payment procedures. Provide thorough and accurate information to patients by directing, informing and addressing any patient questions or concerns. Non-Essential Position Functions Comply with Company’s safety, hazard communication and OSHA standards. Follow opening and closing and emergency procedures. Check and ensure equipment is in proper running order and is properly maintained. Additional duties as assigned. Job Qualifications Education and Experience High school diploma or GED required and minimum of one year customer service or call center experience required OR equivalent combination of education and experience which will provide the ability to perform the essential functions of the position. A minimum of one year healthcare and/or dental experience is desirable. Dental terminology desirable. Bilingual desirable. Previous computer experience required, including working knowledge of Microsoft Windows applications, keyboarding and 10-key skills. Knowledge of: Customer service best practices. Microsoft Windows applications. Skill in: Communicating effectively and professionally with a wide range of audiences. Excellent listening and verbal communication skills. Developing rapport and trust with customers. Listening to the customer needs and identifying solutions and options. Navigating in a Windows based environment. Managing priorities effectively and maintaining organization. Producing accurate and detailed work. Ability to: Deliver outstanding customer service. Interpret and follow guidelines accurately. Work cooperatively in a team environment. Prioritize tasks and multi-task with strong organization skills. Relate with others in a respectful, constructive manner. Problem-solve and provide solutions. Listen and show empathy. Maintain a positive demeanor. Adapt, accept and apply changes in policies, procedures and department requirements. Embrace and promote company’s model of practicing dentistry. Uphold and exemplify the company’s core values. Represent the company in a professional manner to customer, employer groups, brokers, professional associations and the public. Physical Requirements: The work is primarily performed while sitting and/or standing, but will require occasional walking, bending, stooping and carrying light items such as papers, books, or other supplies. The incumbent uses a computer and other standard office equipment to complete tasks. Additional qualifications: Current government mandates require full COVID vaccination status, or lawful exemption status, for all persons, including student externs, who will be working or present in an Oregon health care facility. A pending federal government mandate may require other individuals to attain full COVID vaccination status, lawful exemption status or weekly COVID testing. These rules will be implemented as required by the law. Quarantine may be required for persons working or present in a health care facility, experiencing signs or symptoms of COVID infection or after being exposed to someone who is COVID positive. Willamette Dental follows requirements and precautions for COVID issued by OSHA, CDC and other agencies of the state and federal governments. Company Overview We provide: A stable, dentist-owned private company with an eye on the future. Excellent benefits including: Paid time off 401k $1 for $1 match up to 5% of your compensation or the IRS limit for 401(k) contributions, whichever comes first Medical, dental, life and disability insurances Tuition reimbursement A culture of inclusivity and respect in line with our core values of health, compassion, innovation and integrity. Supportive community outreach dollars and encouragement to volunteer. Thorough employee orientation and onboarding. We are: A provider and employer of choice in the Northwest for 50 years. Dental insurance + providers in over 50 general and specialty offices in OR, WA and ID. Dedicated to proactive care to facilitate the best possible outcomes. Willamette Dental Group is an equal opportunity employer. **This position may be exposed to PHI in the course of his/her duties, and will handle protected information (PHI) in a manner consistent with the Health Insurance Portability and Accountability Act of 1996 (HIPAA). ** This job description is not meant to be an all-inclusive list of duties and responsibilities, but constitutes a general definition of the position’s scope and function in the company. ** We are an equal opportunity employer. We evaluate qualified candidates without regard to race, color, religion, sex, national origin, veteran status and other protected characteristics.