Scheduling Center Agent II

Aspen Dental•FL - Remote, TN

10d•Remote

About The Position

Work from home as a Scheduling Center - Agent 2 on our Denture & Implant Team, where you will play a critical role in delivering an elevated patient experience while helping patients access specialized dental care. In this role, you will leverage your Scheduling Center experience, denture and implant knowledge, advanced sales skills, and critical-thinking abilities to confidently guide patients through more complex dental conversations and connect them with the appropriate care. You will handle a variety of inbound calls and use your expertise to identify patient needs, educate patients on denture and implant services, navigate concerns and objections, and create a clear path toward appointment acceptance. Your ability to combine empathy, sales finesse, and sound judgment will help remove barriers to care while driving strong patient and business outcomes.

Requirements

High School Diploma or equivalent required
2+ years of dental industry and/or sales experience required (call center, dental scheduling or high-volume environment preferred)
Proven ability to deliver strong performance results in customer experience and/or sales metrics
Demonstrates computer proficiency including multitasking effectively by navigating multiple applications, locating and utilizing resources, documenting information and maintaining accuracy and quality of the patient interaction
Ability to manage more complex patient interactions with professionalism and strong critical thinking and problem-solving skills
Strong communication skills, with the ability to speak clearly, confidently, and professionally
Flexibility in a fast-paced environment with ability to adapt quickly to changing priorities and business needs while maintaining a high level of performance and patient service
Must have cable/fiber internet with ability to hardwire (minimum 100 Mbps download / 10 Mbps upload)
Must maintain a quiet, HIPAA-compliant, private workspace
Some evening and weekend availability may be required

Responsibilities

Serve as the first point of contact for patients, scheduling appointments and assisting with questions across one or more brands.
Handle inbound and Outbound calls and respond to chats in a high-volume environment, delivering an exceptional and efficient patient experience
Utilize advanced customer service and sales techniques to increase appointment acceptance and optimize patient outcomes
Navigate the practice management system to review patient accounts, provide accurate information, and resolve more complex inquiries
Apply critical thinking and problem-solving skills to address patient needs and remove barriers to care
Consistently meet or exceed individual performance metrics and contribute to overall call center goals
Support onboarding and peer development by modeling best practices and sharing knowledge as needed
Additional duties as assigned by Call Center Leadership