Support Services Specialist - Call Center, College of Dentistry

University of Iowa•Iowa City, IA

9h•Onsite

About The Position

The University of Iowa’s College of Dentistry is seeking a self-motivated, detail-oriented, organized, and customer-focused individual for a Support Services Specialist position in their call center. This full-time, onsite role serves as the first point of contact for patients, interacting both by phone and in person. The position offers variety and the opportunity to work in a unique educational environment, either at a front-desk or within the call center, with standard work hours from 8:00am to 5:00pm, Monday through Friday.

Requirements

Bachelor’s degree or an equivalent combination of education and relevant experience.
Experience working with word processing, spreadsheets, and calendaring software (i.e. Microsoft Office or Google).
Relevant customer service experience (in-person and over the phone).
Experience utilizing active conflict management/resolution skills and de-escalation techniques.
Demonstrated the ability to problem solve and think independently in a fast paced environment.
Excellent time management techniques demonstrating the ability to adapt and handle multiple competing priorities.
Excellent written, verbal, and interpersonal communication skills.

Nice To Haves

Demonstrated ability to facilitate positive outcomes by collaborating and working in a team environment.
Experience utilizing electronic health records or confidential/HIPPA protected information.
Knowledge of basic dental terminology.
Complex scheduling experience for multiple providers in a healthcare environment.

Responsibilities

Problem-solve in a fast-paced environment requiring daily solutions in scheduling conflicts, cross clinic support needs and urgent patient care.
Patient interactions by phone or in-person.
Schedule and coordinate patient needs with multiple college clinics, outside dental offices, community healthcare centers, and outside agencies (i.e. transportation services, language interpreting services, etc.)
Contribute ideas to improve workflow efficiencies that contribute to our service excellence standards.
Data entry into the patient management system for basic patient demographics, insurance, and appointment information.
May coordinate and modify Faculty, Resident, and student provider master schedules.
Train co-workers on clinic workflow, policies, paperwork.
May orient and educate dental students on clinic protocol and procedures.
Verify patient insurance eligibility and coverage.