Job Details

Overview

Dental Care Alliance is seeking a professional and detail-oriented Dental Patient Service Representative to support its Centralized Scheduling. This role is responsible for managing inbound scheduling activity, supporting a centralized new patient call center, and completing human follow-up on AI-escalated scheduling interactions.

The Scheduling Coordinator plays a critical role in ensuring accurate appointment placement, maximizing office schedules, and delivering consistent, high-quality patient experience across supported practices.

Responsibilities

Respond to inbound patient communications via phone, text message, and email in a timely and professional manner.

• Schedule, reschedule, and cancel appointments for new, existing, and lapsed patients in accordance with departmental policies and procedures.

• Ensure appointments are scheduled accurately using approved templates and scheduling guidelines.

• Update and maintain patient demographic and appointment information within scheduling systems.

• Document scheduling activity using designated task forms and systems.

• Identify issues requiring office-level involvement and escalate appropriately.

• Communicate effectively with leadership regarding questions, workload concerns, or process issues.

New Patient Call Center Responsibilities

• Answer inbound calls from new patients seeking to establish care.

• Collect and verify required patient information and determine appropriate appointment placement based on scheduling guidelines.

• Provide clear and professional explanations regarding appointment expectations, next steps, and required documentation.

• Deliver a consistent, patient-centered experience that reflects organizational service standards.

AI Scheduling Escalation Follow-Up

• Review and manage scheduling conversations escalated from AI-based scheduling tools.

• Complete patient follow-up via phone or text message to resolve scheduling needs.

• Ensure escalated interactions result in accurate appointment placement or appropriate documentation.

• Maintain timely resolution of all assigned AI escalations.

Schedule Optimization and Patient Experience

• Support schedule utilization by placing patients appropriately to maximize provider and hygiene availability.

• Apply problem-solving skills to balance patient preferences with operational scheduling needs.

• Maintain a professional, courteous, and patient-focused approach in all interactions.

• Collaborate with team members to ensure consistent service delivery.

Competencies

• Patient Service Orientation: Demonstrates professionalism, empathy, and responsiveness in all patient interactions.

• Attention to Detail: Ensures accuracy in scheduling, documentation, and patient information.

• Communication Skills: Communicates clearly and professionally through verbal and written channels.

• Technology Proficiency: Effectively utilizes scheduling systems, communication platforms, and AI-supported workflows.

• Judgment and Decision Making: Appropriately assesses situations and escalates when necessary.

• Time Management: Manages multiple tasks efficiently while meeting productivity and quality expectations.

• Team Collaboration: Works cooperatively with supervisors and peers in a centralized environment

Qualifications

Previous experience in scheduling, call center, dental, or healthcare operations preferred.

• Ability to work independently in a remote environment.

• Strong organizational skills and adherence to established processes.

• Proficiency with computer systems and willingness to learn new technologies.

• Bilingual (English/Spanish) skills are a plus.

• Proficiency in Microsoft programs, including Outlook, Teams, Excel, and Word, is required

• Experience using dental or patient communication systems such as Denticon, RavePoint, and Talkdesk is preferred.

Additional Information

• All duties are subject to change based on business needs.

• This position requires participation in ongoing training and performance monitoring.