Patient Engagement Specialist

Job Description

REQUIREMENTS

• High school diploma or equivalent required; associate’s degree or higher preferred.
• Minimum one (1) year of experience in a call center or dental front office role.
• Demonstrated ability to handle a high volume of inbound and outbound calls (80+ interactions per day) while maintaining quality.
• Proficient computer skills, including the ability to learn and navigate multiple software platforms simultaneously.
• Clear, professional verbal and written communication skills.
• Comfortable working across multiple brands, time zones, and practice workflows.
• Reliable high-speed internet and a quiet, HIPAA-appropriate work environment if remote.

Preferred

• Experience in pediatric dental, orthodontic, or general dentistry front office operations.
• Prior use of dental practice management systems.
• Prior use of VoIP platforms.
• Bilingual (English/Spanish) strongly preferred.
• Experience with insurance verification and benefits review.

RESPONSIBILITIES

• Serve as the primary inbound point of contact for patients, answering calls promptly and professionally using approved scripting and brand-specific greetings.
• Engage with patients via brand-approved platforms.
• Schedule appointments in accordance with individual practice guidelines, provider preferences, and access rules.
• Convert inbound inquiries into appointments following location-specific protocols.
• Educate patients on services, providers, locations, and next steps (non-clinical).
• Address basic insurance and payment questions per practice policy.
• Maintain schedule integrity through rescheduling and open-time optimization.
• Accurately document interactions in PMS/CRM systems.
• Meet expectations for call handling, quality, responsiveness, and productivity.
• Escalate non-standard requests or issues to the appropriate practice team.
• Perform additional duties in support of approved brands, as assigned by management.

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