Dental Engagement Agent

Compensation

$16.00 to $23.20 hourly/based on experience.

Opportunity to earn additional compensation through performance-based bonuses.

• Medical, Dental, Vision, Life, STD, LTD
• 403(b) Retirement with Company Match
• Paid Time Off
• Tuition Assistance
• Perks Rewards
• Employee Assistance Program

The Dental Engagement Agent (DEA) is an integral part of the success of the clinical dental teams and the overall success of the Dental Department. The Dental Engagement Agent is responsible for developing and maintaining existing patient relationships, as well as identifying and acquiring new patient relationships within their territory, in order to meet business goals.

The Dental Engagement Agent must have an understanding and passion for serving dental patients through scheduling and maintenance of their treatment plans. Additionally, they should have excellent verbal and written communication skills. They must also have excellent organizational and follow‑up skills, and the ability to prioritize and execute multiple tasks. Most critically, the Dental Engagement Agent must demonstrate poise, professional presence, excellent presentation abilities, and have a high degree of enthusiasm for building relationships and helping others.

• Works as a partner with clinical teams to develop, maintain, and expand patient relationships to drive health outcomes in your territories.
• Develop new patient relationships within the territory by calling on current Peak Vista Medical and Behavioral Health patients that have not used Peak Vista’s Dental services, as well as new patients outside of Peak Vista who have not used any Peak Vista services.
• Participates in target campaign calls such as offering new dental services to patients who have only received limited services, screenings, or re‑engaging with inactive patients to develop new business.
• Collaborates with other team members to support patient relationship building and dental appointment realization efforts.
• Engages in planning and dental business development using consistent customer service processes to drive template saturation, appointment realization, and strengthen relationships within territories.
• Answers all inbound calls for the Dental Department in a timely and professional manner.
• Transfers calls to appropriate personnel and departments in a timely and professional manner.
• Answers and routes patient requests in a professional and patient‑centric manner by asking probing questions.
• Schedules and reschedules appointments while maintaining focus on keeping dental provider schedules full.
• Actively prioritizes appointment reminder calls.
• Proactively support teammates, team initiatives, and complete special projects and other duties as assigned.
• Understands and abides by all HIPAA guidelines.
• Consistently meet call quality (quality assurance) and DEA center metrics.

• Maintains a safe work environment:
  • Implement, review, apply and actively enforce the organization’s safety policies.
  • Support the safety program by actively looking for opportunities to improve safety practices and evaluate staff for safety practices and ergonomic issues.
• Compliance:
  • Knowledgeable of and compliant with laws and regulations governing area of responsibility.
  • Responsible for reporting any potentially non‑compliant conduct.
  • Cooperates fully with our Compliance Officer in upholding our Compliance Plan.
• Perform other duties and responsibilities, as required.

Education:

High school diploma or equivalent education.

Experience:

One year of customer service or inside sales experience preferred. Experience in a fast‑paced call center desired but not required. Healthcare experience desired but not required.

• Must have knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar to produce clear and detailed documentation of calls.
• Sound critical thinking, problem‑solving, and decision‑making skills.
• Strong computer skills, including MS Word, PowerPoint, and Excel. Experience with an electronic health record such as EPIC preferred.…