Job Title

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.