Remote Dental Patient Service Representative

Overview Dental Care Alliance is seeking a professional and detail-oriented Dental Patient Service Representative to support its Centralized Scheduling. This role is responsible for managing inbound scheduling activity, supporting a centralized new patient call center, and completing human follow-up on AI-escalated scheduling interactions. The Scheduling Coordinator plays a critical role in ensuring accurate appointment placement, maximizing office schedules, and delivering consistent, high-quality patient experience across supported practices. Responsibilities Respond to inbound patient communications via phone, text message, and email in a timely and professional manner. · Schedule, reschedule, and cancel appointments for new, existing, and lapsed patients in accordance with departmental policies and procedures. · Ensure appointments are scheduled accurately using approved templates and scheduling guidelines. · Update and maintain patient demographic and appointment information within scheduling systems. · Document scheduling activity using designated task forms and systems. · Identify issues requiring office-level involvement and escalate appropriately. · Communicate effectively with leadership regarding questions, workload concerns, or process issues. --- New Patient Call Center Responsibilities · Answer inbound calls from new patients seeking to establish care. · Collect and verify required patient information and determine appropriate appointment placement based on scheduling guidelines. · Provide clear and professional explanations regarding appointment expectations, next steps, and required documentation. · Deliver a consistent, patient-centered experience that reflects organizational service standards. --- AI Scheduling Escalation Follow-Up · Review and manage scheduling conversations escalated from AI-based scheduling tools. · Complete patient follow-up via phone or text message to resolve scheduling needs. · Ensure escalated interactions result in accurate appointment placement or appropriate documentation. · Maintain timely resolution of all assigned AI escalations. --- Schedule Optimization and Patient Experience · Support schedule utilization by placing patients appropriately to maximize provider and hygiene availability. · Apply problem-solving skills to balance patient preferences with operational scheduling needs. · Maintain a professional, courteous, and patient-focused approach in all interactions. · Collaborate with team members to ensure consistent service delivery. --- Competencies · Patient Service Orientation: Demonstrates professionalism, empathy, and responsiveness in all patient interactions. · Attention to Detail: Ensures accuracy in scheduling, documentation, and patient information. · Communication Skills: Communicates clearly and professionally through verbal and written channels. · Technology Proficiency: Effectively utilizes scheduling systems, communication platforms, and AI-supported workflows. · Judgment and Decision Making: Appropriately assesses situations and escalates when necessary. · Time Management: Manages multiple tasks efficiently while meeting productivity and quality expectations. · Team Collaboration: Works cooperatively with supervisors and peers in a centralized environment Qualifications Previous experience in scheduling, call center, dental, or healthcare operations preferred. · Ability to work independently in a remote environment. · Strong organizational skills and adherence to established processes. · Proficiency with computer systems and willingness to learn new technologies. · Bilingual (English/Spanish) skills are a plus. · Proficiency in Microsoft programs, including Outlook, Teams, Excel, and Word, is required · Experience using dental or patient communication systems such as Denticon, RavePoint, and Talkdesk is preferred. --- Additional Information · All duties are subject to change based on business needs. · This position requires participation in ongoing training and performance monitoring.