Customer Advocate 1, Contact Center Support

Description:

Now is the time to join PDS Health. You will have opportunities to learn new skills from our team of experienced professionals. If you're ready to take your career to the next level and gain valuable experience, apply today!

Overview:

The Customer Advocate, Contact Center plays a critical role in delivering an exceptional patient experience by supporting both Dental and Medical Offices with appointment scheduling, cancellations, and rescheduling for examinations and treatments. Customer Advocates are expected to demonstrate professionalism, empathy, and strong communication skills while working toward individual performance goals and adhering to Contact Center policies and procedures.This role requires the ability to manage high call volumes, navigate multiple systems, and accurately coordinate care while ensuring patients’ needs are met with efficiency and compassion.

 

Responsibilities

• Answer inbound calls from new and existing patients to schedule, cancel, or reschedule 
  Dental and Medical examinations and treatments
• Place outbound calls to patients using professional and effective telephone 
  communication skills
• Respond to appointment requests submitted through Dental and Medical Office websites
• Accurately schedule appointments in accordance with established scheduling guidelines
• Navigate and utilize multiple systems of record simultaneously while handling live calls
• Verify patient insurance coverage and eligibility to support appropriate scheduling 
  decisions
• Send clear and accurate correspondence emails to designated PDS Health offices as 
  needed
• Support emergency appointment requests related to treatment needs or pain management
• Actively demonstrate The Perfect Patient Experience by maintaining a positive 
  attitude, practicing active listening, demonstrating effective empathy, and prioritizing 
  patient needs
• Successfully complete all required basic guide tests within 90 days of accepting the 
  position 
• Participate in team meetings, volunteer events, trainings, and coaching sessions as 
  required
• Perform additional duties as assigned to support Contact Center operations

Qualifications

• High School Diploma or General Education Degree (GED)
• Minimum of two (2) years of customer service experience (call center, dental, or medical 
  front-office operations)

Preferred Qualifications

• Associate’s Degree, Bachelor’s Degree, or one-year certificate from an accredited college 
  or technical school; or an equivalent combination of education and experience
• Bilingual in English and Spanish

Knowledge/Skills/Abilities

• Strong ability to multitask across multiple systems without compromising accuracy or 
  quality
• Excellent interpersonal, oral, and written communication skills
• Ability to respond effectively to inquiries from patients, PDS Health offices, laboratories, 
  pharmacies, internal staff, and vendors
• Self-motivated, dependable, and able to work independently as well as collaboratively 
  within a team environment
• Ability to quickly learn, retain, and apply detailed information related to dental and 
  medical procedures and workflows

Benefits

• Medical, Dental, and Vision Insurance
• Paid Time Off (PTO)
• Tuition Reimbursement
• 401(k) Retirement Plan
• Paid time to volunteer in your local community

‎ :

PDS Health is an Equal Opportunity Employer. We celebrate diversity and are united in our mission to create healthier and happier team members.

Salary Information: $20.50-$26.70 / Hourly