Call centre agent

3 weeks ago

Dublin, Dublin City, Ireland Truly Full time

Truly Dental has an excellent opportunity for an experienced Call Centre Agent to join our growing team in our patient centric call Centre in Dublin 2

Duties and Responsibilities:

  • Manages multiple inbound telephone calls from patients, makes appointments, and answers general questions and inquiries.
  • Use computer systems to refer to existing patient information or set up new patients in the booking software.
  • Ensuring all relevant data is captured initially on each call for booking and to ensure a patient is called back should the line drop
  • Receives updates from practice managers on new campaigns and improving capturing data for example 'How did you hear about us?' when marketing campaigns are run
  • Managing various lists of outbound calls to reactivate.
  • Ensuring all appointments are phoned and confirmed in line with Clinicalls protocols.
  • Ensuring no gaps are in the schedule and calling patients to offer an earlier appointment to ensure the diary is continuously at full capacity.
  • Report on all no shows and cancellations daily by email to the operations manager
  • Follow up with patients when they are a no show for an appointment and may make calls to patients asking if they were satisfied with the service they received.
  • Maintains general filing system and files appropriate correspondence electronically or manually
  • Work toward maintaining a high attendance conversion rate within the clinics
  • Ensure deposits are paid for all appointments in the schedule on booking
  • Secures patient information and maintain patient confidence by completing and safeguarding medical records, completing diagnostic and procedure coding where required, and keeping patient information confidential
  • Performs other general administrative tasks as directed by the Operations manager

The Ideal Candidate:
  • Flexibility is essential to this role as shift work is required
  • Exceptional attention to detail.
  • Experience in a busy call Centre/reception environment is a plus
  • Demonstrated initiative and strong organisational skills.
  • Exceptional interpersonal communication skills with a positive phone manner
  • Have strong written and verbal communication skills
  • Experience with healthcare scheduling software
  • Strong knowledge using a multi-line phone system.
  • Ability to work independently on assigned tasks as well as to accept direction on given assignments.
  • Work well as part of a team
  • Deals with confidential information and/or issues using discretion and judgement.

We are offering a part time positions, however, the suitable candidate will be open to working flexible shifts across 7 days between 8am - 8pm mid week and 8am-6pm weekend shifts where required.

In return, we offer the opportunity to be part of a friendly and cooperative team who will fully encourage and support your career progression.

Our offer to you:
  • A competitive salary
  • A higher weekend rate
  • Exact software training and other platforms
  • Paid overtime
  • Flexible working shifts
  • Clinical support & guidance
  • Room for development
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