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Scheduling Coordinator – Centralized Scheduling (Remote)
<h2>Overview</h2> <p>Dental Care Alliance is seeking a professional and detail-oriented Scheduling Coordinator 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.</p> <p>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.</p> <h2>Responsibilities</h2> <p>Respond to inbound patient communications via phone, text message, and email in a timely and professional manner.</p> <p>· Schedule, reschedule, and cancel appointments for new, existing, and lapsed patients in accordance with departmental policies and procedures.</p> <p>· Ensure appointments are scheduled accurately using approved templates and scheduling guidelines.</p> <p>· Update and maintain patient demographic and appointment information within scheduling systems.</p> <p>· Document scheduling activity using designated task forms and systems.</p> <p>· Identify issues requiring office-level involvement and escalate appropriately.</p> <p>· Communicate effectively with leadership regarding questions, workload concerns, or process issues.</p> <p>---</p> <p>New Patient Call Center Responsibilities</p> <p>· Answer inbound calls from new patients seeking to establish care.</p> <p>· Collect and verify required patient information and determine appropriate appointment placement based on scheduling guidelines.</p> <p>· Provide clear and professional explanations regarding appointment expectations, next steps, and required documentation.</p> <p>· Deliver a consistent, patient-centered experience that reflects organizational service standards.</p> <p>---</p> <p>AI Scheduling Escalation Follow-Up</p> <p>· Review and manage scheduling conversations escalated from AI-based scheduling tools.</p> <p>· Complete patient follow-up via phone or text message to resolve scheduling needs.</p> <p>· Ensure escalated interactions result in accurate appointment placement or appropriate documentation.</p> <p>· Maintain timely resolution of all assigned AI escalations.</p> <p>---</p> <p>Schedule Optimization and Patient Experience</p> <p>· Support schedule utilization by placing patients appropriately to maximize provider and hygiene availability.</p> <p>· Apply problem-solving skills to balance patient preferences with operational scheduling needs.</p> <p>· Maintain a professional, courteous, and patient-focused approach in all interactions.</p> <p>· Collaborate with team members to ensure consistent service delivery.</p> <p>---</p> <p>Competencies</p> <p>· Patient Service Orientation: Demonstrates professionalism, empathy, and responsiveness in all patient interactions.</p> <p>· Attention to Detail: Ensures accuracy in scheduling, documentation, and patient information.</p> <p>· Communication Skills: Communicates clearly and professionally through verbal and written channels.</p> <p>· Technology Proficiency: Effectively utilizes scheduling systems, communication platforms, and AI-supported workflows.</p> <p>· Judgment and Decision Making: Appropriately assesses situations and escalates when necessary.</p> <p>· Time Management: Manages multiple tasks efficiently while meeting productivity and quality expectations.</p> <p>· Team Collaboration: Works cooperatively with supervisors and peers in a centralized environment</p> <h2>Qualifications</h2> <p>Previous experience in scheduling, call center, dental, or healthcare operations preferred.</p> <p>· Ability to work independently in a remote environment.</p> <p>· Strong organizational skills and adherence to established processes.</p> <p>· Proficiency with computer systems and willingness to learn new technologies.</p> <p>· Bilingual (English/Spanish) skills are a plus.</p> <p>· Proficiency in Microsoft programs, including Outlook, Teams, Excel, and Word, is required</p> <p>· Experience using dental or patient communication systems such as Denticon, RavePoint, and Talkdesk is preferred.</p> <p>---</p> <p>Additional Information</p> <p>· All duties are subject to change based on business needs.</p> <p>· This position requires participation in ongoing training and performance monitoring.</p>
