Remote Escalations Representative Jobs (NOW HIRING)

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.