Contact Center Representative

Job Description

Job Description

At Finger Lakes Dental Care, we're on a mission to change the way people feel about going to the dentist. Every phone call is an opportunity to ease anxiety, answer questions, solve problems, and help patients feel confident they're in the right place.

As a Contact Center Team Member, you'll be the first impression of our practice. You'll connect with patients over the phone, schedule appointments, answer questions, and guide them through their dental journey with compassion, professionalism, and exceptional customer service.

If you genuinely enjoy helping people, thrive in a fast-paced environment, and love creating positive experiences, we'd love to meet you.

What You'll Do:

• Answer incoming calls with warmth, professionalism, and enthusiasm.
• Schedule new and existing patient appointments while maximizing provider schedules.
• Listen carefully to patient concerns and ensure they feel heard and valued.
• Answer questions regarding appointments, insurance, financing, treatment, and office policies.
• Communicate patient concerns to the appropriate clinical team members.
• Follow up with patients regarding treatment needs, unanswered questions, and future appointments.
• Document patient interactions accurately within our practice management software.
• Collaborate with doctors, hygienists, and administrative team members to provide a seamless patient experience.
• Maintain patient confidentiality and follow HIPAA guidelines.
• Support the administrative team with additional responsibilities as needed.

We're Looking For Someone Who:

• Has exceptional communication and customer service skills.
• Enjoys helping people and making a positive impact.
• Stays calm, compassionate, and solution-focused in challenging situations.
• Is highly organized and detail-oriented.
• Can comfortably navigate multiple computer systems while talking on the phone.
• Works well in a fast-paced, team-oriented environment.
• Is dependable, coachable, and eager to learn.
• Brings a positive attitude to work every day.

Qualifications:

• High school diploma or equivalent required.
• Customer service experience required.
• Dental experience is a plus—but not required.
• We are happy to train the right person with outstanding communication skills, compassion, and a passion for helping others.

Our Employees Receive:

• Competitive pay
• 4 Uniform Shirts per year
• Employee Assistance Program
• Achievable monthly bonuses
• Paid Continuing Education
• Medical and Dental Insurance
• Health Savings account
• 401k + Employer Match

Schedule:

Monday 6:30 a.m. – 4:00 p.m.
Tuesday 6:30 a.m. – 4:00 p.m.
Wednesday 6:30 a.m. – 4:00 p.m.
Thursday OFF
Friday 6:30 a.m. – 2:00 p.m.

Pay Range:

$18 - 24 per hour based on experience