Customer Call Center Representative

Image Specialty Partners is on the lookout for dynamic, enthusiastic, well-organized, and team-oriented individual to join us as Customer Call Center Representative. If you are a motivated self-starter with a great work ethic and prior experience in a call center, we invite you to consider this opportunity.

As a Customer Call Center Representative (CCCR), you serve as the vital link and voice of our practice. Your primary responsibility is to assist callers and patients with information related to treatments, services, insurance, and financial matters. You'll handle incoming calls from new patients, manage office overflow, and professional callers, directing inquiries to the appropriate offices and team members. Your role extends to coordinating appointment scheduling, accurately recording caller information, and ensuring a seamless experience for all callers and patients. In addition, you'll proactively conduct outbound calls to follow up on new patient leads and referrals to contribute to our business growth.

Primary Responsibilities

• Engage with patients in a courteous and professional manner, actively listening to their concerns.
• Address general inquiries regarding treatments, services, and insurance.
• Provide assistance, solutions, and resolutions in accordance with company customer service policies.
• Offer information about our practice locations.
• Direct calls to the appropriate location or individual.
• Relay messages to the correct location or individual.
• Conduct outbound calls to follow up on new patient leads and referrals, aiming to secure new business.
• Maintain a positive and helpful attitude towards callers, patients, and colleagues.
• Accurately record caller and customer information within our customer service database.
• Handle scheduling and rescheduling of appointments.
• Efficiently multitask, seamlessly navigating multiple screens and systems to provide prompt and accurate information to patients and callers.
• Stay well-informed about our company's marketing programs and promotions to address inquiries.
• Compile weekly and monthly reports on call center activity and performance.
• Perform various clerical duties, including faxing and copying.
• Order necessary administrative supplies as needed.
• Other duties as assigned

Qualification Requirements

• High School Diploma or equivalent
• Excellent verbal and written communication skills
• Bilingual in English and Spanish; Trilingual in English, Spanish, and Russian is a plus
• Prior experience in customer service, preferably in a call center environment
• Familiarity with relevant software applications such as Google Suite and MS Office.
• Strong analytical and problem solving skills
• Ability to adapt to changing circumstances and handle a variety of situations.
• Collaborative attitude and the ability to work effectively as a team.
• Effective time management and organizational skills
• A friendly and positive demeanor, even in challenging situations.
• Ability to understand and empathize with patient needs and concerns.

This is a full-time position, Monday through Friday. Image Specialty Partners offers competitive pay, health insurance (medical, dental, vision), a 401(k) retirement plan, paid time off and paid holidays, company social events, and social media campaigns throughout the year, complimentary and discounted orthodontic treatment for yourself and immediate family, and much more!

In compliance with state applicable laws, Image Specialty Partners is obligated to provide a reasonable estimate of the compensation range for this role. Individual compensation decisions are ultimately based on factors such as qualifications, experience, skill set, and internal alignment.