Overview
Truly Dental has an excellent opportunity for an experienced Call Centre Agent to join our growing team in our patient centric call Centre in Dublin 2.
Responsibilities
* Manages multiple inbound telephone calls from patients, makes appointments, and answers general questions and inquiries.
* Use computer systems to refer to existing patient information or set up new patients in the booking software.
* Ensures all relevant data is captured initially on each call for booking and to ensure a patient is called back should the line drop.
* Receives updates from practice managers on new campaigns and improving capturing data (for example "How did you hear about us?") when marketing campaigns are run.
* Manages various lists of outbound calls to reactivate.
* Ensures all appointments are phoned and confirmed in line with Clinicalls protocols.
* Ensures no gaps in the schedule and calls patients to offer an earlier appointment to keep the diary at full capacity.
* Reports on all no-shows and cancellations daily by email to the operations manager.
* Follows up with patients when they are a no-show for an appointment and may make calls to patients asking if they were satisfied with the service they received.
* Maintains general filing system and files appropriate correspondence electronically or manually.
* Works toward maintaining a high attendance conversion rate within the clinics.
* Ensures deposits are paid for all appointments in the schedule on booking.
* Secures patient information and maintains patient confidence by completing and safeguarding medical records, completing diagnostic and procedure coding where required, and keeping patient information confidential.
* Performs other general administrative tasks as directed by the Operations manager.
The Ideal Candidate
* Flexibility is essential to this role as shift work is required.
* Exceptional attention to detail.
* Experience in a busy call centre/reception environment is a plus.
* Demonstrated initiative and strong organisational skills.
* Exceptional interpersonal communication skills with a positive phone manner.
* Strong written and verbal communication skills.
* Experience with healthcare scheduling software.
* Strong knowledge using a multi-line phone system.
* Ability to work independently on assigned tasks as well as to accept direction on given assignments.
* Work well as part of a team.
* Deals with confidential information and/or issues using discretion and judgement.
We are offering
We are offering full time and part time positions. Part time (Monday - Friday) is available; however, the suitable candidate will be open to working flexible shifts across 7 days between 8am - 8pm mid week and 8am-6pm weekend shifts where required.
Our offer to you
* A competitive salary
* A higher weekend rate
* Exact software training and other platforms
* Paid overtime
* Flexible working shifts
* Clinical support & guidance
* Room for development
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