Customer Service Representative

Key Responsibilities

1. Patient Communication & Support

• Manage patient inquiries through phone, email, website, and shared inboxes.
• Address patient concerns, route clinical issues, and coordinate with internal teams.
• Conduct post-visit surveys, collect feedback, and support patient follow-ups.

2. Appointment & Schedule Management

• Schedule, reschedule, and cancel appointments while maintaining accurate records.
• Manage provider availability, appointment reminders, confirmations, and no-show follow-ups.
• Coordinate event registrations, MSK invitations, and pre-event eligibility verification.

3. Insurance, Payments & Records

• Verify insurance eligibility and benefits, including coordination with Cigna when required.
• Process payments, refunds, and outstanding balances while maintaining accurate records.
• Post and reconcile insurance/patient payments in Open Dental and ensure HIPAA compliance.

4. Systems & Administrative Operations

• Manage Microsoft Bookings, Open Dental, and other scheduling/administrative systems.
• Maintain accurate patient, appointment, and provider information.
• Support reporting, documentation, and overall operational accuracy.

Qualifications:

Willing to work the night shift and flexible schedule (8:00 PM–5:00 AM)

• Bachelor’s degree in nursing, Dentistry, Dental Hygiene, Healthcare Administration, or a related field; equivalent experience in healthcare coordination may be considered.
• Minimum of 2–3 years of experience in patient coordination, customer service, or healthcare administration, preferably in dental or medical settings.
• Strong knowledge of appointment scheduling, patient communication protocols, and healthcare documentation standards. Proficiency in MS Office applications, Microsoft Bookings, Open Dental, and other scheduling/payment platforms; ability to learn new systems quickly.
• Excellent verbal and written communication skills, with the ability to handle patient inquiries empathetically and professionally across multiple channels (phone, email, website, messaging platforms).