Customer Experience Center Representative Bloomington, MN Full Time Regular

2 weeks ago

Minneapolis, United States Midwest Dental Group Full time

X Customer Experience Center Representative Position in Bloomington, MN

**Customer Experience Center Representative Position in Bloomington, MN**

**Full Time Regular - Posted 5 days ago**

**Overview**

This position is responsible for effectively responding inbound new and current patient calls for Smile Brands Inc.s affiliated offices and schedule first time and recall appointments. Representative s will schedule for the caller and their family while providing excellent in customer service. Responsibiliti es include but are not limited to responding to new and existing patient inquiries, handle patient concerns, reschedule requests, and daily administrative tasks for the Call Center management support team.

Starting base salary is $ 16.00 hourly plus an attractive monthly bonus program based on meeting performance targets. Monthly, base pay + bonus based on performance. Additionally, we offer a comprehensive benefits package for full-time positions, which includes: Medical, Dental, Vision, and Life Insurance, as well as a 401K. Smile Brands, Inc. and all relevant Affiliates are Equal Opportunity Employers.

**Responsibilities**

* Provide extraordinary customer experience and patient care

* Respond to incoming and outbound calls, schedule new and recall appointments

* Handle inbound/outbound calls with the goal of increasing business, customer satisfaction, and customer retention

* Handle outbound confirmation calls to confirm patient dental-hygiene appointments and reschedule as needed

* Answer general questions from patients

* Maintain a directory of office locations, hours, and doctor history

* Cancel and reschedule appointments as necessary

* Follow up with patients on scheduled and/or missed appointments

* Explain financing options and discounts to potential cash patient.

* Must identify payer type to appropriately obtain insurance benefits to check status eligibility and office assignment.

* Field patient concerns and elevate to Call Center Management for appropriate follow through

* Meet or Exceed department metrics/goals that include; meeting average calls handled for the month, maintain a satisfactory ACW (Average Call Worktime), maintain a satisfactory Not Ready state, meet the standard Quality Assurance Form expectations, maintain a strong and satisfactory call to booked conversion and call to show conversion

* Other duties as assigned

**Qualifications**

* High School Diploma or GED

* Knowledge in Microsoft Word and Excel

* Computer literate and confident learning new software systems

* Ability to type 35 WPM or greater

* Professional and confidential work ethics, strong attendance and positive attitude

Preffered Experience:

* At least two years in customer/sales

* Fast paced call center working environment; preferably in dental, medical or insurance industry

* Bilingual (English and Spanish)

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

*IH

Keywords: Customer service, call center

**Schedule**

Mon - Fri

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