Member Experience – Call Center Representative

Member Experience – Call Center Representative

Requirements

• 3+ years in a call center customer service experience. Experience working for a dental, or healthcare organization preferred.
• Knowledge of dental terminology, insurance basics, and HIPAA guidelines.
• Strong communication skills — you listen well and explain things clearly.
• Comfort working in tools like Salesforce, Dentrix, and Google Workspace.
• Bilingual in Spanish (preferred).

Responsibilities

• Answer calls (minimum of 85 per day), emails, and texts with warmth, professionalism, and a focus on making each interaction easy and positive.
• Help patients schedule, reschedule, or cancel appointments — always with care and attention to their needs.
• Break down insurance coverage and claims information in a way that’s clear and helpful.
• Meet daily and weekly goals for call volume, response time, case resolution, and patient satisfaction — because what we do matters.
• Stay on top of documentation and follow-up so that every teammate and patient gets a seamless experience.
• Proactively look for answers, solve problems, and get things done with minimal supervision — bringing a sense of ownership and initiative to your work.
• Partner closely with our studios, clinical teams, and operations colleagues to resolve questions and make sure patients feel supported at every step.
• Keep communication clear and solutions-focused — we succeed together.
• Manage multiple tasks at once while staying detail-oriented, accurate, and HIPAA-compliant.
• Use sound judgment to balance patient needs with efficiency and policy.

Preferred Qualifications

• Bilingual in Spanish (preferred).