• Scheduling Coordinator

    Job Locations US-MA-Waltham
    Posted Date 2 months ago(9/5/2018 10:16 AM)
  • Overview

    The Scheduling Coordinator will work with the marketing and operations teams to successfully book new and existing patient appointments through outbound and inbound call management, email, chat and other communication channels. The Coordinator will take responsibility for working with the individual practices to develop best practices and maximize the results from new patient and patient reactivation marketing efforts.

    Responsibilities

    • Schedule appointments for patients through both inbound and outbound calling. Answer phones, make calls, send emails, follow-up on requests, utilize online chat, and work with the individual practices to schedule new appointment requests.
    • Be comfortable with individual doctor and practice scheduling protocols, insurances, general and specialty services, offers and pricing to create an exceptional patient experience and “first impression” with new patients.
    • Work with practices to improve the booking rates for online appointment requests.
    • When time permits, take on specific challenges like filling out hygiene schedules or recapturing missed appointments. Look for new ways to drive business results.
    • Work with Director to set goals and track results for all call center activities.
    • Help practices in situations where patient appointments need to be rescheduled due to doctor availability or facility crisis.
    • Work with the marketing team to build a patient base for newly-built practices. Coordinate schedules with clinical and management staff at new location.
    • Help with other reasonably related duties as assigned by Director.

    Qualifications

    • Minimum two years of experience in telemarketing, customer service and/or related clinical environment. Dental experience strongly preferred.
    • Working knowledge of medical or dental terminology and insurance. Experience with QDW or another Dental Practice Management software a plus.
    • Proven ability to handle confidential and sensitive information. (HIPAA)
    • Strong communication and phone skills. Good customer service skills
    • Ability to relate to persons with diverse educational, socioeconomic, and ethnic backgrounds.
    • Proven ability to handle a "call center" environment: work quickly and multi-task.
    • Good judgment to handle calls appropriately and deal with challenging patients and doctors.
    • High School or GED required. Associate's Degree or related healthcare certification preferred.

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