Dental Call Center Representative

Are you looking for a meaningful career making a difference in our local communities? Are you passionate about health equity? Do you enjoy helping people?

Edward M. Kennedy Community Health Center is one of the largest community health centers in Massachusetts serving Worcester, Framingham, Milford and the surrounding communities. We are a thriving and growing organization, and our team is expanding across sites to support this growth.

We are currently hiring a Dental Call Center Representative based in Framingham MA. The Dental Call Center Representative will answer calls to the Dental Department, including calls from all satellite dental locations as needed. Appropriate action includes scheduling the caller for a patient appointment, accurately emailing the patients' providers, correctly transferring calls to the appropriate extensions following strict office guidelines, assisting internal customers with telephonic assistance, and providing the caller with precise general Health Center information.

As an employer of choice, our inclusive workplace environment fosters teamwork, accountability and respect and supports the growth and development of each employee. We are an equal opportunity employer and embrace the richness of the diversity of our staff and community. You are a good fit for our team if you're passionate about helping people live healthier lives and enjoy working in a supportive, team-based environment.

Job Summary:

• Answers inbound telephone calls adhering to the Health Center's customer service expectations and Standards of Conduct Policy.
• Screens all incoming telephone calls according to the Center's protocol to ensure callers' needs are met quickly and efficiently, including providing correct departmental information for all departments if call has been misdirected or received in error.
• Schedules appointment requests for patients in their assigned dental provider's schedule using the appropriate appointment type, duration and frequency. The requests may be received through phone calls, emails, patient portal or through any other method.
• Composes messages related to patient scheduling or patient questions to providers and other departmental staff using standardized messages and the appropriate message systems, such as through the use email.
• Verifies and updates all caller information, and patients' information, such as name, date of birth, patient status, current mailing address, current phone numbers, checks for active dental insurance and insurance approval prior to scheduling major dental procedures.
• Assists in maintaining a complete complement of patient appointments in all providers' schedules by actively working to fill openings and cancellations.
• Protects confidentiality of patients and colleagues. Observe rules and regulations of the Health Center and the regulating bodies to which it reports.
• Completes assigned tasks, including calling patients to complete the following: cancel/reschedule appointments; make reminder calls to patients, populate data into various spreadsheets/reports for data analysis, tracking, and information management.
• Works with Dental front desk staff maintain an up-to-date Recall lists/Provider Wait lists/ Last minute cancellation Lists.

• We value our team members and provide opportunities seek to provide opportunities for growth and development.
• High School Diploma or Equivalent or one to two years part or full time of customer service experience required.
• Our health center requires all employees to be fully vaccinated for COVID19 and Flu.

• Kennedy Community Health seeks to offer competitive salaries and a comprehensive benefits package.
• Health benefits start on first day of employment. Company pays 79% of health insurance Premiums.
• Competitive time off packages
• 403b Retirement Plan
• Flexible Spending Accounts
• Employee Assistants Program 100% paid for by employer
• Health benefits coverage for same-sex domestic partners, transgender health benefits.