Inbound Call Representative

The Inbound Call Representative at Southeastern Oral Surgery is responsible for managing a high volume of patient calls, assisting with scheduling clinical procedures, gathering patient referral information, and navigating insurance details. This role is crucial for maintaining smooth operations in our Dothan, Alabama office, ensuring that patients and referring offices receive outstanding service.

To qualify for the Inbound Call Representative role at Southeastern Oral Surgery, candidates must have at least one year of experience in a high-volume call center and one year in customer service. While experience in an oral surgery or dental office is a plus, it's not a strict requirement. Strong communication skills and attention to detail are essential for success in this position.

While having experience in a dental office can be beneficial, it is not required for the Inbound Call Representative position at Southeastern Oral Surgery. What is essential is having a background in customer service and a high-volume call center, as these skills will help you excel in the position.

As an Inbound Call Representative at Southeastern Oral Surgery, you can expect a fast-paced, team-oriented environment where collaboration and efficiency are key. The role requires managing multiple tasks while maintaining a positive and professional demeanor, which is vital for ensuring a smooth patient experience in our Dothan office.

Southeastern Oral Surgery offers a comprehensive benefits package for our Inbound Call Representatives, which includes medical, dental, and vision insurance, life insurance, long and short-term disability coverage, paid time off, and a 401(k) plan with company match. We believe in taking care of our team members as they take care of our patients.

To handle a difficult patient call, I would remain calm and listen attentively to understand their concerns. Acknowledging their feelings and providing reassurance helps build trust. I would then gather the necessary information to assist them effectively or escalate the issue if needed, always aiming for a positive resolution.

In a high-volume call center, I learned the importance of efficient communication and time management. I consistently managed call flows, prioritized tasks, and maintained professionalism while resolving issues quickly. My experience has taught me to thrive under pressure and ensure customer satisfaction.

To ensure accurate scheduling, I double-check patient information and confirm appointments with both patients and referring offices. I also make sure to understand the clinicians' availability and provide clear instructions to patients, which maintains efficient operations.

I manage stress during peak call times by staying organized and using prioritized lists for tasks. Taking deep breaths and maintaining a positive mindset also helps me stay focused. I create a calm environment by speaking clearly and patiently, which reassures both myself and callers.

I approach gathering and updating patient referral information systematically. I ensure all fields are filled accurately, verify details with referring offices, and maintain confidentiality. Regular training on data management systems like Care Stream helps me keep information up to date.

Good communication is vital for an Inbound Call Representative because it builds trust with patients and referring offices. Clear, empathetic communication prevents misunderstandings and ensures that callers feel heard. It ultimately leads to a better patient experience and more effective coordination.

During a particularly busy shift at my previous job, I handled multiple calls while updating patient records. I prioritized urgent inquiries and used call scripts to expedite the process. By keeping a clear head and communicating effectively, I successfully assisted several patients within a short timeframe.

To ensure compliance with insurance information, I carefully verify details with patients and referring offices, double-checking for accuracy. I stay updated on the latest insurance regulations and protocols, which promotes proper handling of sensitive information while maintaining confidentiality.

To improve the patient experience, I see opportunities in streamlining communication and scheduling processes. Implementing feedback mechanisms to gather patient insights can help us identify areas for improvement, while training staff on empathy can enhance the overall interaction with patients.

I am quite familiar with EHR systems similar to Care Stream. I have used such platforms to manage patient data, schedule appointments, and update health records accurately. My experience enables me to navigate systems quickly, which enhances efficiency in roles like the Inbound Call Representative.