Offshore Client Relations Representative (Call Center)

The Client Relations Representative serves as a key point of contact between Diamond Braces and both new and existing patients. This role is responsible for delivering an exceptional client experience through professional communication, accurate information gathering, appointment support, billing assistance, and solution-focused service. Client Relations Representatives assist new clients by helping identify their orthodontic needs, explaining available consultation options, creating new patient charts, and scheduling appointments across our network of 60+ locations in NY, CT, PA, and NJ. This position also supports existing patients by helping with follow-up appointment scheduling, updating client information, managing payments, addressing billing questions, and resolving concerns with empathy and professionalism. This role requires strong communication skills, excellent phone etiquette, attention to detail, and the ability to create a positive experience at every point of contact. The ideal candidate is patient-focused, organized, reliable, and committed to helping Diamond Braces deliver its AAA Experience: Affordability, Accessibility, and Amazing customer service. Your dedication to providing a seamless, supportive, and solution-oriented experience will directly contribute to Diamond Braces' mission of creating healthier smiles and building lasting trust with every client. Who We Are At Diamond Braces, we believe in creating a brighter future and enhancing the quality of life through healthier smiles. Upholding our "No Smile Left Behind" philosophy, our mission is to offer customer-centric orthodontic care founded on Affordability, Accessibility, and Amazing customer service - the AAA Experience. Since our founding in 2000, Diamond Braces has continued to earn the trust of thousands of clients and expand access to orthodontic care throughout the Tri-State area. We have created over 100,000 new smiles and continue to grow through our network of 60+ orthodontic practices. Our vision is to treat patients and employees with the highest ethical standards while continuing to increase our footprint in underserved communities and provide quality orthodontic care for generations to come. What You Can Expect With a Career at Diamond Braces Competitive salary Full-time hours Training, coaching, and professional development Essential Functions Handle inbound and outbound calls from new and existing clients in a professional, friendly, and patient-centered manner. Assist new clients in identifying their orthodontic needs and guide them through the consultation scheduling process. Explain general treatment options, including braces and Invisalign, without diagnosing or making treatment guarantees. Create and update new patient charts with accurate demographic, contact, insurance, and appointment information. Schedule new patient consultations and follow-up appointments across Diamond Braces' network of 60+ locations. Provide ongoing support to existing patients by helping with appointment changes, rescheduling, account questions, and general inquiries. Assist clients with billing questions, payment support, account updates, and solution-based recommendations. Collect, verify, and update patient information accurately in the appropriate systems. Coordinate with Diamond Braces offices to help ensure a smooth and consistent patient experience. Communicate clearly and professionally with patients, families, office teams, and internal departments. Address client questions and concerns with empathy, patience, and a focus on resolution. Maintain confidentiality and follow company policies, procedures, and compliance expectations. Meet Diamond Braces' AAA Experience expectations at all times. Support department goals related to call quality, patient satisfaction, appointment support, and service excellence. *Please note this description is not designed to cover or contain a comprehensive listing of activities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.* QUALIFICATIONS Work & Education Experience Prior customer service, call center, healthcare, dental, or orthodontic experience preferred. Bilingual in English and Spanish strongly preferred. Prior experience in a dental or orthodontic office preferred. Excellent communication skills and professional phone etiquette. Strong organizational and time management skills. Ability to remain calm, patient, and professional when assisting clients with questions or concerns. Strong attention to detail and accuracy when entering or updating client information. Ability to multitask in a fast-paced environment. Reliable and punctual, with flexibility to work any shift within operating hours as needed. Comfortable using scheduling, communication, and patient management systems. Positive attitude, team-oriented mindset, and willingness to be coached. Skills & Competencies Customer service Patient communication Phone etiquette Appointment scheduling Billing inquiry support Payment assistance Data entry accuracy Active listening Problem solving Empathy and patience Conflict resolution Time management Team collaboration Ability to follow scripts and company procedures while sounding natural and professional Job location: Remote – Global (Offshore Contractors) Job Type: Contractor (offshore) This is a contract role. Workers will be engaged as independent contractors and must be able to provide appropriate tax documentation (W-8 or W-9 as applicable)