Customer Service Representative

Company Overview

CareStack is a complete cloud-based dental software solution for scheduling, clinical, billing, patient engagement, and reporting needs of dental offices of any size – whether it’s a single location or a large multi-site DSO with hundreds of locations.
The company was founded in 2015 and the commercial launch was done in early 2018. Since then, more than 1000 offices have chosen CareStack as their single source of truth. This is the fastest growth till date in the dental practice management software market, dominated by 100 year old distribution companies.

More about CareStack

? Rated by independent B2B software reviews and research analysts as the most modern, innovative and customer experience focussed company in the space with the fastest growth in the segment.
? Important strategic go to market partnerships with dental industry leaders like Delta Dental, Darby Dental and several others.
? Venture backed with over $60M raised from leading financial and strategic investors.
? HQ’d in Orlando, FL with offices in Minnesota, Bangalore, Trivandrum and Cochin.

JD – Virtual Assistant
Role Overview

The Virtual Assistant will assist our clinics with the recall, retain and re-engagement of their patients via outbound calls. The individual will leverage their people skills as they speak to patients in a hands-on fast-paced environment. Success in this role requires strong communication skills and the ability to address escalated issues and function as a key member of the clinical team. The individual in this role will be observant, impeccably organized, proactive and possess an understanding of the business.
Key Responsibilities:

• Effectively manage the call flow, issue resolution and clinical questions that the patients might have.
• Prepare reports and analyze data to improve processes and maximize efficiency and plan member satisfaction.
• Handle calls and other communications with clinics and their patients.
• Resolve and maintain 100% follow-through on patient questions, requests and open items.
• Use our technology solutions effectively so that we have the right information for the member.
• Communicate with our plan members to resolve patients’ issues, as well as responding to their requests promptly.
• Demonstrate great depth of knowledge/skills in CareStack’s reporting and scheduling functions.
• Plan, prioritize, organize and complete work to meet established objectives.
• Address all escalated calls and guide team members to resolve issues.
• Gather and analyze information skilfully and comply with and adhere to all regulatory compliance areas, policies and procedures and company best practices.
• Present and report to the leadership team as needed.
Qualifications
• Verbal mastery in English
• 1+ year of prior success in a healthcare related call center environment. If none, then 3+ years’ experience in a call centre with US clients preferred.
• Experience working with Dental Offices preferred.
• Demonstrated ability to work independently under limited supervision.
• Perform at a high level both in the quality and quantity of work responsibilities.
• Understanding of MS Office Suite with intermediate to expert technical and computer skills; ability to navigate quickly within various computer programs.
• Dedicated to improving healthcare and helping people and have successful experience interacting with a diverse population.
• High school diploma or GED. Associates or bachelor’s degree and Education in healthcare related field desirable.
• A must – Strong sense of Empathy.

Work Timing

• 8 working hours/day.
• 1 hour break time, can be broken up into 30mins meal and 2 x 15 mins break.
• Total 9 hours shift.
• 22 working days/ month.