Remote Patient Service Representative

Overview

Dental Care Alliance is seeking a professional and detail-oriented Scheduling Coordinator to support its Centralized Scheduling. This role is responsible for managing inbound scheduling activity, supporting a centralized new patient call center, and completing human follow-up on AI-escalated scheduling interactions.

The Scheduling Coordinator plays a critical role in ensuring accurate appointment placement, maximizing office schedules, and delivering consistent, high-quality patient experience across supported practices. Bilingual is a plus!

Responsibilities

Respond to inbound patient communications via phone, text message, and email in a timely and professional manner.

· Schedule, reschedule, and cancel appointments for new, existing, and lapsed patients in accordance with departmental policies and procedures.

· Ensure appointments are scheduled accurately using approved templates and scheduling guidelines.

· Update and maintain patient demographic and appointment information within scheduling systems.

· Document scheduling activity using designated task forms and systems.

· Identify issues requiring office-level involvement and escalate appropriately.

· Communicate effectively with leadership regarding questions, workload concerns, or process issues.

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New Patient Call Center Responsibilities

· Answer inbound calls from new patients seeking to establish care.

· Collect and verify required patient information and determine appropriate appointment placement based on scheduling guidelines.

· Provide clear and professional explanations regarding appointment expectations, next steps, and required documentation.

· Deliver a consistent, patient-centered experience that reflects organizational service standards.

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AI Scheduling Escalation Follow-Up

· Review and manage scheduling conversations escalated from AI-based scheduling tools.

· Complete patient follow-up via phone or text message to resolve scheduling needs.

· Ensure escalated interactions result in accurate appointment placement or appropriate documentation.

· Maintain timely resolution of all assigned AI escalations.

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Schedule Optimization and Patient Experience

· Support schedule utilization by placing patients appropriately to maximize provider and hygiene availability.

· Apply problem-solving skills to balance patient preferences with operational scheduling needs.

· Maintain a professional, courteous, and patient-focused approach in all interactions.

· Collaborate with team members to ensure consistent service delivery.

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Competencies

· Patient Service Orientation: Demonstrates professionalism, empathy, and responsiveness in all patient interactions.

· Attention to Detail: Ensures accuracy in scheduling, documentation, and patient information.

· Communication Skills: Communicates clearly and professionally through verbal and written channels.

· Technology Proficiency: Effectively utilizes scheduling systems, communication platforms, and AI-supported workflows.

· Judgment and Decision Making: Appropriately assesses situations and escalates when necessary.

· Time Management: Manages multiple tasks efficiently while meeting productivity and quality expectations.

· Team Collaboration: Works cooperatively with supervisors and peers in a centralized environment

Qualifications

Previous experience in scheduling, call center, dental, or healthcare operations preferred.

· Ability to work independently in a remote environment.

· Strong organizational skills and adherence to established processes.

· Proficiency with computer systems and willingness to learn new technologies.

· Bilingual (English/Spanish) skills are a plus.

· Proficiency in Microsoft programs, including Outlook, Teams, Excel, and Word, is required

· Experience using dental or patient communication systems such as Denticon, RavePoint, and Talkdesk is preferred.

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Additional Information

· All duties are subject to change based on business needs.

· This position requires participation in ongoing training and performance monitoring.