Telephone Service Representative

Position Summary
Provide excellent customer service and serve as primary source of information to general public and patients on clinic hours, clinic policies and procedures, fees and payment schedules, insurance and provide general and more specialized information. Promote customer service efforts and assist with efforts to measure and improve patient satisfaction for the College of Dentistry; recommend improvements to telephone communication standards/protocols. Utilize answering service software and NYU telecommunications options to monitor call volume and distribution, abandonment rates, recall program and messages left; prepare and review call volume reports. Utilize the Patient Assignment system to schedule and confirm appointments and assign patients to students. Prescreen patients for appointments. Maintain and update various databases.
Qualifications
Required Education:
High School diploma or equivalent.

Preferred Education:
Associates degree in Dental Hygiene.

Required Experience:
3 years of experience in a dental clinic or related healthcare facility. Experience providing a high level of customer service.

Preferred Experience:
Experience providing customer service in dentistry.

Required Skills, Knowledge and Abilities:
Experience with telephone and voicemail systems and providing high level of customer service. Proficiency with intermediate to advanced word processing, spreadsheet and database applications.

Preferred Skills, Knowledge and Abilities:
Heavy oral healthcare experience and background in dental specialties (e.g. Endodontics, Orthodontics, Prosthodontics/Implants). Knowledge of dental insurance.