Patient Service Call Center Representative

Patient Concierge – Imagine Orthodontic Studio | Temple Terrace, FL

Be the voice that welcomes every smile. At Imagine Orthodontic Studio, we're looking for a full-time Patient Concierge to join our vibrant, people-first team and serve as the front line of our patient experience. In this role, you'll create warm, meaningful connections from the very first call—scheduling appointments, answering questions, and ensuring every interaction is positive, seamless, and memorable.

You'll also serve as a trusted guide for new patients, helping them feel informed, supported, and excited to start their smile journey. Based at our administrative headquarters in Temple Terrace, this is a key role in our mission to deliver more than orthodontic care—we deliver people-first experiences that last.

Why Join Us:

• Be part of a passionate team that values empathy, growth, and collaboration
• Build a long-term career in a company that invests in your potential
• Help shape positive first impressions and life-changing patient journeys

This role is ideal for a friendly, detail-oriented communicator who thrives in a fast-paced, supportive environment—and wants to be part of something bigger than just a job.

Monday - Friday 7:45am to 5:00pm

Responsibilities

• Provide general patient service functions such as receiving incoming calls, collecting patient and referral information, scheduling in-office appointments / consultations, verify insurance and confirming appointments
• Answer questions and provide the appropriate information as needed via email, SMS, and phone, and handle and/or redirect calls to the appropriate office or team member
• Verify and update personal information (address, telephone, email, billing, etc.), capture insurance and/or payment information when applicable
• Address or forward billing and insurance issues as needed (e.g. fee payments, eligibility verification, etc.)
• Confirm appointment dates and times, and set expectations to prepare new patients to arrive ready to pay initial down payments and start treatment
• Provide an explanation of new patient process from initiation to completion
• Move, cancel, and manage no-show appointments according to established processes
• Ensure proper authorization and referral information is collected from the patient
• Support management of patient medical records such as information inputting/updating, filing, chart assembly, maintenance, and releases of information
• Request, prepare, and verify the completeness of the patient electronic medical records (e.g. verification of patient's driver's license, insurance card, patient demographics, referral source, etc.)
• Proactively reach out to leads within a specified cadence by making follow-up calls and responding to text messages to engage them
• Manage unscheduled and other treatment pending lists to ensure patient follow through
• Work on daily, weekly, and monthly reports to ensure patients are scheduled in a timely manner
• Become an expert in company's lead management software and patient information management software
• Comply with HIPAA guidelines and company policies and procedures
• Keep pace with a high volume of patients while performing multiple, sometimes complex tasks
• Stay on top of team announcements via in-office communication channels
• Other duties as assigned

Requirements / Qualifications

• High school diploma or GED (required)
• Bilingual in fluent Spanish language for reading, writing, and speaking (required)
• Excellent interpersonal and communication skills including the ability to interact in a professional and courteous manner with patients, parents, and staff (required)
• Exceptional customer / patient phone and written service skills (required)
• 2+ years of prior reception, customer service, or centralized call center experience (preferred)
• Strong computer skills, ability to word process and enter data with accuracy and in a timely manner
• Familiarity with handling email, SMS, and communication templates
• Ability to work with a wide variety of people and personalities
• Ability to handle multiple tasks efficiently and prioritize workload
• Attention to detail and demonstrated ability to work under pressure, prioritize competing assignments, and organize work to meet deadlines
• Demonstrate dependability, initiative, and ability to accept direction
• Adhere to high standards of teamwork by demonstrating adaptability, flexibility, and consistently sharing information and resources with team members
• Support office community and sponsorship events
• Reliable form of transportation and punctual and consistent attendance
• Desire to have fun while getting work done is a plus

What We Offer

• Competitive pay
• Medical, dental, vision, and life insurance
• 401(k) and 401(k) Matching
• Paid Vacation (PTO)
• Discounts on treatment for yourself and family members
• Local office and company-wide social events and team building activities
• Fun, engaging, and collaborative team atmosphere

Imagine Orthodontic Studio is proud to be an equal opportunity workplace and welcome diversity in our organization. We do not discriminate against any team member or applicant for employment regardless of age, race, color, national origin, religion, disability, veteran status, sex, sexual orientation, or gender identity.

Job Type: Full-time

Pay: $ $22.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person