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Organization: Tufts University
Post Name: Call Center Coordinator
Salary: 3000 USD Per Month
Location: Boston
Start Date to Apply: 2024-11-17
Last Date to Apply: 2025-12-31
Job description
Overview:
The Dental School Call Center department is responsible for answering incoming phone calls efficiently for the entire school and identifying the patient’s needs and assisting to their questions and inquiries appropriately.
What You’ll Do:
The Customer Service Coordinator is responsible for providing quality customer service for all internal and external patients by using excellent, in-depth knowledge of the school’s procedures, services, and systems.The Call Center Coordinator will handle the below duties:
Answer inbound telephone calls promptly and in a polite and professional manner
Schedule appointments for patients by obtaining and entering demographic information into the patient system
Assist with patient inquiries and requests to confirm appointment date/time, cancel/reschedule appointments, notifying students to follow up with their patient, educate new patients on the services offered at the Dental school and explain process for becoming a new patient
Make outbound calls to patients to confirm appointments, rescheduling, and following up on their request
Assist callers by providing correct answers and solutions to questions and inquiries
Document all call information
De-escalate situations involving dissatisfied patients, offering patient assistance and support
Meet the performance goals established for the position in the areas of call quality, phone handling procedures, and attendance
Remain up to date on all policies and processes
Follow all communication procedures and guidelines during every customer interaction
Maintain awareness of regulatory HIPAA guidelines to remain compliant to relevant policies and procedures
Respond to patient online requests including making call outs to patients to assist with their inquiries, scheduling appointments, updating information or directing them to the appropriate area
Take part in training and other learning opportunities to expand knowledge
Other related duties as assigned by the Supervisor
What We’re Looking For:
Basic Requirements:
Knowledge and skills as typically acquired by a High School diploma or equivalent work experience
Prior customer service or call center experience
Proficient computer and typing skills
Excellent verbal and communication skills
Preferred Qualifications:
Associates degree or related health care experience
Ability to follow established procedures and policies
Knowledge of customer service principles and practice
Detailed oriented, ability to multi-task, and highly organized
Ability to work in a team environment as well as work independently
Telephone etiquette skills
Dental/Medical background a plus
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