Patient Support Representative

About Dentalook: At Dentalook, our CORE values-Collaboration, Ownership, Relationship, and Empowerment-drive everything we do. As Canada's leading national network of dental practices, our mission is to be "Impacting lives, One Dental Visit at a Time." We are committed to enhancing patient experiences through a network of dedicated dental professionals from coast to coast.

Position Summary: As a Patient Support Representative, you will be the first point of contact for current and prospective patients outside of our clinics. You'll handle overflow calls during business hours and manage after-hours calls, ensuring patients are scheduled efficiently and inquiries are addressed promptly. You will also engage with new patient leads from our CRM system, helping to convert interest into scheduled appointments. This role is vital in creating a positive first impression and maintaining a high standard of service across all clinics.

Key Accountabilities:
• Answer overflow and after-hours calls from multiple clinics, ensuring timely, professional responses.
• Schedule, reschedule, and confirm appointments accurately while avoiding conflicts and maintaining data integrity.
• Communicate clearly to explain appointment details, treatment options, office policies, and billing information.
• Demonstrate empathy and active listening, addressing patient concerns with care and professionalism.
• Manage high call volumes efficiently without compromising service quality.
• Use CRM tools to follow up with leads and convert inquiries into booked appointments.
• Verify patient details and follow internal processes to ensure all records are accurate and up to date.
• Provide knowledgeable support around dental services and basic insurance questions.
• Resolve patient complaints calmly and effectively, escalating when appropriate.
• Collaborate with clinic teams to ensure seamless communication and continuity of care.
• Stay organized and handle multiple patient inquiries simultaneously.
• Other duties as assigned.

Job Competencies:
• Excellent Phone Etiquette: Communicates clearly, listens actively, and leaves every caller feeling heard and helped.
• Dental Industry Knowledge: Familiar with common dental procedures, terminology, and workflows.
• Insurance Savvy: Comfortable discussing dental insurance basics, eligibility, and common patient questions.
• Customer Service Mindset: Warm, solution-oriented, and genuinely focused on patient satisfaction.
• Detail-Oriented: Accurately captures and updates information in real time across multiple systems.
• Tech-Comfortable: Proficient in using CRM platforms, dental software (e.g., Dentrix, Open Dental, or similar), and multi-line phone systems.
• Dependable and Flexible: Reliable in managing shift-based responsibilities, including evenings and weekends.

Qualifications:
• 1-2 years of experience in a dental office or dental call center setting
• Understanding of appointment scheduling protocols and treatment plan terminology
• Experience using CRM software (e.g., HubSpot, Salesforce, or dental-specific systems)
• Bilingual skills (an asset, not required)
• Strong interpersonal skills - able to build rapport quickly with patients and teammates over the phone
• Empathetic and patient-focused approach to handling questions, concerns, or anxious callers
• Team-oriented mindset - collaborates well with both remote colleagues and in-clinic teams
• Resilient under pressure, maintaining professionalism during high call volumes or challenging interactions

Working Conditions:
• Full-time position.
• Remote (work from home)

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