U.M. FDSP Associates, P.A.

Call Center Representative

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Description/Job Summary

SUMMARY:

With high level customer service at the core,  interact with potential and existing patients (customers) by answering incoming calls, answering inquiries, appropriately directing calls, addressing complaints, pre-registering and scheduling new patients, and providing general information. Also requests payment for any procedures in accordance with the University of Maryland Dental School's policies and procedures guidelines

Responsibilities/Duties

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  1. Responsible for answering incoming calls, routing calls to appropriate resource/area and completing call logs, if required.
  2. Responsible for identifying and escalating priority issues and concerns to the appropriate individuals.
  3. Handles patient inquiries and provides information regarding clinics and services.  Manages and resolves patient complaints. Documents all call information according to standard operating procedures.
  4. Researches required information using available resources. 
  5. Schedules new patient appointments for adult and child screening.
  6. Updates existing patient demographic information and enters new patient information into AxiUm database
  7. Updates job knowledge by meeting with clinic/business area representatives and takes advantage of internal resources.
  8. Maintains and improves quality results by adhering to customer service guidelines
  9. Accomplishes the mission of the School of Dentistry by successfully engaging with patients/callers.
  10. Proficient in the use of the School of Dentistry patient management software (AxiUm).

Note: The intent of this list of primary duties is to provide a representative summary of the major duties and responsibilities of this job.  Incumbents may be required to perform other related duties assigned.  Specific duties and responsibilities may vary based upon departmental needs.

 

Required Skills

The skill to interact with students, public and staff at all levels in a courteous and efficient manner; exhibiting a high level of interpersonal skills.

Efficient in English language required

Preferred Skills

Bilingual translator (Spanish) a plus

Required Experience

1-3 years’ experience in a call center or customer service environment

Required Education

High school diploma or general education degree (GED)

Required Qualifications

General knowledge of and skills in customer service principles and practices.

Knowledge of call center telephone and technology.

Attention to detail with the ability to organize and multitask.

Proficient in standard office equipment and procedures; accuracy in data entry or typing. 

Ability to communicate effectively both orally and in writing; to listen, understand and follow oral and written instructions. 

The ability to work in a team environment and project a professional and positive image of the institution. 

Ability to maintain effective work relationships and handle difficult interactions.

Details

Overtime and modified shift work may be required.

This job description is designed to give an outline of what job duties are expected of this position.  As an outline it does not fully describe or limit the extent of the position’s duties.  The Corporation and its supervisors may amend the job description as it deems necessary, without advance notice.  The job description is not intend to create an employment contract and should not be construed as such.

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U.M. FDSP Associates. P.A. is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.