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Call Center Coordinator - School of Dental Medicine

Tufts University

  • Boston, Massachusetts
  • 23 days ago
  • Remote

    Highlights

    The Dental School Call Center department is responsible for answering incoming phone calls efficiently for the entire school and identifying the patient’s needs and assisting to their questions and inquiries appropriately. What You'll Do: The Call Center Coordinator (CCC) triages or resolves new patient and general inquiries to the dental school made over the phone or online.

    Numbers & Facts

    LocationBoston, Massachusetts (
    Remote
    )

    Description

    Overview:

    This is a fully remote position. However, there is mandatory onsite training for the first 6-8 weeks.

    The Dental School Call Center department is responsible for answering incoming phone calls efficiently for the entire school and identifying the patient’s needs and assisting to their questions and inquiries appropriately. 

    What You'll Do:
    The Call Center Coordinator (CCC) triages or resolves new patient and general inquiries to the dental school made over the phone or online. They are responsible for assisting patients, matching them with the clinical option that is most appropriate for their needs.
    • Triage or resolve phone inquiries for every clinic, every office, and every function at the dental school.
    • Understand the needs of new patients and match them with the clinical option that is most appropriate for their needs
    • Schedule new patient appointments for 14+ different clinics
    • Resolve and track online appointment requests
    • Provide medical and dental insurance information as appropriate
    • Maintain patient electronic records
    • Submit changes to the knowledgebase
    • Participate in regular team meetings
    What We're Looking For:
    Basic Requirements:
    Knowledge and experience typically acquired by:
    • High School equivalency
    • 0-1 year of job related experience
    • Basic computer skills
    • Excellent communication and customer service skills
    Preferred Qualifications:
    • Associate's Degree or related health care experience
    • Experience in a call center or customer facing role
    • Fluency in a second language (Mandarin, Cantonese, Spanish, Portuguese, Vietnamese or Haitian Creole)
    • Ability to follow established procedures and policies
    • Knowledge of customer service principles and practice
    • Detailed oriented, ability to multi-task, and highly organized
    • Ability to work in a team environment as well as work independently
    • Telephone etiquette skills 
    • Dental/Medical background a plus
    Salary Range: Minimum $19.35, Midpoint $22.60, Maximum $25.90

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