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.
Servant Leadership, Customer Service, Positive Team Environment and collaborative mindset.
Expansion of Phones Services, Client growth by way of appointments scheduled and satisfaction scores.
A high volume of exceeding phone support expectations for the company and clients we serve through consistency, accountability and follow through.
Responsible to all aspects of Phone Support for assigned offices.
Grade A Customer Service
Answer incoming calls based on assigned metrics.
Dental Software Updates
Daily Recap Updates
Maintain Best Practices
Update and communicate through HIPAA compliant program
Triage emergency patients telephonically
Provide weekly updates to Team Lead
Attend or conduct weekly meetings with team
Attend or conduct morning huddle meetings with team
Clock in/out with proper template
High school Diploma or equivalent.
Minimum of one year key knowledge in
Customer service of any kind.
See Below Terms for more details.
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.
Training Period Compensation: During the training period, which spans from 3 to 9 months, employee will receive paid training at the minimum wage rate applicable in their jurisdiction. This training period is designed to equip you with the necessary skills, knowledge, and experience to excel in your role within Dentistry Support. This initial phase will help you become familiar with our systems, processes, and values, enabling you to provide exceptional service to our clients and contribute effectively to our team.
Wage Progression and Transition: Upon successful completion of the training period, employees compensation will transition to the agreed-upon wage that was specified at the time of their hiring. We believe in recognizing the value you bring to our company and want to ensure that your compensation reflects your skills and contributions.
Activation of New Compensation Rate: Please note that the increase in compensation will be activated once employee is assigned to a specific dental practice within our network. This ensures that employee starts receiving the higher wage when they are actively contributing to caring for our dental clients.
About the Company
Dentistry Support ® 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 ® makes hiring decisions based solely on qualifications, merit, and business needs at the time.
Time Frame of Reply/Follow Up:
Due to the enormous number of applications we receive, there may be a delay in our response time to every applicant. However, we aim to contact all applicants as soon as possible. Our typical response or follow-up time is approximately 21 business days from the application date. If your resume meets our qualifications, we may reach out to you earlier. While you are free to follow up with us at any time, please anticipate a response within the specified timeframe. Thank you!