Phone Support Advocate

Remote

Job Type

Full Time

About the Role

The Phone Support Advocate (PSA) is the member of our Phones Team that is responsible for maintaining and supporting our entire team within our Call Center at Dentistry Support LLC, TM. The PSA works closely with their Team lead and Director as well as other members of the leadership team. As one of the most critical and essential positions within an organization, the PSA must be a skilled communicator, effective team member and driven businessperson who can spur Dentistry Support’s call center team to grow by way of customer service, grace, accuracy in reporting, honesty and camaraderie with the team.

Key Concepts

Engagement
Servant Leadership, Customer Service, Positive Team Environment and collaborative mindset.

Growth
Expansion of Phones Services, Client growth by way of appointments scheduled and satisfaction scores.

Consistency
A high volume of exceeding phone support expectations for the company and clients we serve through consistency, accountability and follow through.

Daily Commitments

  1. Responsible to all aspects of Phone Support for assigned offices.

  2. Grade A Customer Service

  3. Answer incoming calls based on assigned metrics.

  4. Outbound calling

  5. Appointment Setting

  6. Dental Software Updates

  7. Daily Recap Updates

  8. Maintain Best Practices

  9. Update and communicate through HIPAA compliant program

  10. Triage emergency patients telephonically

  11. Provide weekly updates to Team Lead

  12. Attend or conduct weekly meetings with team

  13. Attend or conduct morning huddle meetings with team

  14. Clock in/out with proper template

Requirements

  • High school Diploma or equivalent.

Minimum of one year key knowledge in

  • Customer service of any kind.


See Below Terms for more details.

Terms

This position requires willingness to be part of our 3-9 month training program depending on experience and progress of the courses. During this time you will be trained on customer service, personality types, and communication. Our team is dedicated to training up our team in the way they should go. This means a complete reset on customer service. Our goal with you already bestowing customer service wherewith-all is that we will be able to explain our Core Values and Mission alignment with our customer service approach and best practices. This position comes with full screen and audio recording of all activities while clocked in for work. This is to protect our clients and patients through HIPAA and PHI compliance. Upon completion of our training program our PSA's will be required to maintain ongoing training to ensure the top level of customer service for our clients.

About the Company

Disclosure

Dentistry Support, LLC TM is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Dentistry Support, LLC makes hiring decisions based solely on qualifications, merit, and business needs at the time.