About the position
As a Byte Remote Dental Assistant, you will play a crucial role in enhancing the customer experience by guiding patients through their smile journey. Your primary mission will be to deliver exceptional service and support, ensuring that every interaction contributes to the overall satisfaction and confidence of our customers. You will be responsible for understanding our clear aligner products thoroughly, enabling you to answer questions and provide insights about orthodontics and treatment options. Your role will involve direct communication with patients through various channels, including phone, email, and chat, making it essential to possess strong interpersonal skills and a customer-centric approach. In this position, you will work with electronic medical records and digital patient management systems, with a preference for candidates experienced in Salesforce. You will receive inquiries and address patient concerns related to dental treatment planning, prioritizing and relaying these concerns to the appropriate team members. Your ability to assess patients' progress and initiate necessary changes to their treatment plans will be vital in ensuring optimal outcomes. You will also evaluate the need for modifications to treatment protocols on a case-by-case basis, distinguishing between the need for continuation, refinement, or extension of existing plans. As a liaison between patients and the orthodontic and customer care teams, you will need to communicate effectively and empathetically, addressing any concerns patients may have. Identifying potential escalations and generating appropriate escalation flows will be part of your responsibilities, ensuring that patient needs are met promptly and effectively. You will also refer patients to their providing dentists when necessary, helping them explore additional treatment options to achieve their desired aesthetic results. The role requires managing a caseload based on established service level agreements (SLAs) and participating in weekly team meetings to discuss policies, procedures, and improvements aimed at enhancing patient care and satisfaction.
Responsibilities
- Assist patients through their smile journey by answering questions about clear aligners and orthodontics.
- Work with electronic medical records and digital patient management systems, preferably Salesforce.
- Receive inquiries and attend to patient concerns specific to dental treatment planning via phone, email, and chat.
- Prioritize and relay patient concerns regarding treatment needs to corresponding team members.
- Assess patients' stage of progress to initiate changes to existing treatment as needed.
- Evaluate the need for and implement modifications to treatment protocols on a case-by-case basis.
- Distinguish between the need for continuation, refinement, or extension of existing treatment plans.
- Route treatment needs to other team members accordingly.
- Serve as a liaison between patients and the orthodontic and customer care teams.
- Communicate directly with patients regarding their dental concerns, including via email and phone.
- Identify and prevent potential escalations, generating an appropriate escalation flow if indicated.
- Refer patients to their providing dentist to determine candidacy for other treatment options.
- Manage a caseload based on established service level agreements (SLAs).
- Participate in weekly team meetings to discuss policies, procedures, and improvements.
Requirements
- Experience working with electronic medical records and digital patient management systems.
- Experience using Salesforce is highly desirable.
- Strong communication skills to interact with patients via phone, email, and chat.
- Ability to assess patient progress and make necessary treatment adjustments.
- Experience in dental treatment planning and patient management.
Nice-to-haves
- Familiarity with orthodontic treatment processes and clear aligner technology.
- Previous experience in a dental assistant role or similar position.
Benefits
- Work from home option
- Opportunity to be part of a mission-driven company
- Access to professional development and training opportunities
