Temple University
Call Center Representative
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Temple University's Kornberg School of Dentistry is searching for a Call Center Representative!
As the second-oldest dental school in the U.S., the Maurice H. Kornberg School of Dentistry upholds a legacy of innovation in dental education, research efforts, community service, and pioneering healthcare services. Founded in 1863, Kornberg remains a pillar in the dental community. We have more than 7,000 alumni currently redefining the field of oral health around the world. In 2023, the school proudly celebrated its 160th Anniversary.
Kornberg supports health and wellness through a range of diverse educational programs and comprehensive patient services. Our students become dedicated and ethical professionals who honor the traditional models of dental care while staying focused on discovering new ones.
We train the experts who lead the field.
Our renowned faculty and staff provide students with a wealth of opportunities and resources, including smart classrooms, digital dentistry labs, clinics, and a preclinical lab that emphasizes collaboration. Students pursue postbaccalaureate, predoctoral, continuing education, and advanced education in general dentistry programs.
Become a part of the Temple family and you will have access to the following:
- Full medical, dental, vision coverage
- Paid time off
- 11 Paid Holidays
- Tuition remission - eligible employees and their dependents can obtain a degree TUITION FREE
- A generous retirement plan and so much more!
HOURLY RATE: $22.18 per hour (increase to $23.94 per hour after completion of 90-day probationary period)
A variety of important factors are reviewed by HR when considering salary, including job duties, the applicant's education and experience, all relevant internal equity considerations, department budget, and funding source.
Position Summary
Temple University, Kornberg School of Dentistry is searching for a reliable, highly motivated team member with a solid work ethic to effectively and efficiently schedule treatment and admission consultation appointments for patients for our student doctors and/or specialists. Primary responsibilities will include triaging incoming calls requests, scheduling patient appointments within multiple clinics, assisting with appointment cancellation or rescheduling, and documenting and updating patient records in the axium system, including inputting and updating insurance information. The Call Center Rep must be able to multitask and navigate through multiple incoming calls, and language line conferencing for non-English speaking callers while documenting the call electronically. In addition, the Call Center Rep will be responsible for answering patient questions and making independent decisions for complex administrative issues. Performs other duties as assigned.
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Required Education And Experience
- At least one year of related experience handling a high volume of calls and multiple lines.
- An equivalent combination of education and experience may be considered.
Preferred Education And Experience
- Bilingual Spanish/English.
- Previous experience within a dental, medical, or higher education environment.
Required Skills And Abilities
- Understands the importance of maintaining confidentiality under HIPAA standards.
- Ability to remain calm and focused, while gaining potential patients' needs to make the proper appointment.
- Must have knowledge of dental and/or medical insurance.
- Ability to clearly communicate on the phone with patients, including conferencing using the language line for non-English speaking clients.
- Ability to navigate through computer platforms, scheduling books, and the VoIP telephone, simultaneously.
- Ability to work and collaborate with team members.
- Ability to manage a high volume of calls in a timely manner and work well under pressure, multitasking while paying close attention to detail.
- Must be a natural problem solver and highly adaptable to change.
- Must have strong typing skills.
Essential Duties
- Provide a professional and polite, customer-focused presence over the telephone.
- Answering the main telephone lines for the Dental School clinics.
- When scheduling appointments, carefully retrieve patient information necessary to register them in the system and inform patients of adequate information that must be presented at the time of visit, as required.
- Assist callers in identifying needs and then routing calls appropriately.
- Answering questions of a complex administrative nature from callers.
- Send out correspondence pertaining to patient appointments.
- Must exercise the utmost diplomacy and tact to provide excellent customer service for patients; practice confidentiality and privacy protocols in accordance with clinic policies and HIPAA requirements.
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Temple University is committed to a policy of equal opportunity for all in every aspect of its operations, including employment, service, and educational programs. The University has pledged not to discriminate on the basis of age, color, disability, marital status, national origin or ethnic origin, race, religion, sex (including pregnancy), sexual orientation, gender identity, genetic information, or veteran status.
Compliance Statement
In the performance of their functions as detailed in the position description, employees have an obligation to avoid ethical, legal, financial, and other conflicts of interest to ensure that their actions and outside activities do not conflict with their primary employment responsibilities at the institution. Employees are also expected to understand and be in compliance with applicable laws, University and employment policies and regulations, including NCAA regulations for areas and departments which their essential functions cause them to interact.
Temple University's Annual Security and Fire Safety Report contains statistics, policies, and procedures related to campus safety. Go here to review: may request a copy of the report by calling Temple University's Department of Public Safety at 215-204-7900.
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