Customer Advocate 1, Contact Center Support

PDS Health; Irving (TX); On-site; USD 28,000 - 37,000; Full time

Benefits offered by this job

Medical, Dental, and Vision Insurance

Paid Time Off (PTO)

Tuition Reimbursement

401(k) Retirement Plan

Volunteer time off

Job summary

PDS Health is seeking a Customer Advocate in Irving, TX to handle appointment scheduling for Dental and Medical offices. You will balance high call volumes with empathy, navigating multiple systems to coordinate care and ensure a positive patient experience.

Required two years of customer service experience and a GED or higher. Bilingual English/Spanish preferred. Competitive benefits include health coverage and PTO.

Qualifications

• High School Diploma or GED required.
• Minimum of two years of customer service experience (call center, dental, or medical front-office operations) preferred.
• Bilingual in English and Spanish is a plus.

Responsibilities

• Answer inbound calls to schedule, cancel, or reschedule examinations and treatments.
• Place outbound calls to patients for appointment coordination.
• Respond to appointment requests submitted via websites.
• Verify patient insurance coverage and eligibility for scheduling decisions.
• Navigate multiple systems while handling live calls and data entry.
• Provide clear correspondence emails to PDS Health offices as needed.
• Support emergency appointment requests and patient pain management.

Skills

Multitasking

Communication skills

Customer service

Bilingual English/Spanish

Education

High School Diploma or GED

Associate’s or Bachelor’s degree or certificate preferred

Job description

Description

Now is the time to join PDS Health. You will have opportunities to learn new skills from our team of experienced professionals. If you're ready to take your career to the next level and gain valuable experience,

Overview

The Customer Advocate, Contact Center plays a critical role in delivering an exceptional patient experience by supporting both Dental and Medical Offices with appointment scheduling, cancellations, and rescheduling for examinations and treatments. Customer Advocates are expected to demonstrate professionalism, empathy, and strong communication skills while working toward individual performance goals and adhering to Contact Center policies and procedures.This role requires the ability to manage high call volumes, navigate multiple systems, and accurately coordinate care while ensuring patients’ needs are met with efficiency and compassion.

Responsibilities

• Answer inbound calls from new and existing patients to schedule, cancel, or reschedule Dental and Medical examinations and treatments
• Place outbound calls to patients using professional and effective telephone communication skills
• Respond to appointment requests submitted through Dental and Medical Office websites
• Accurately schedule appointments in accordance with established scheduling guidelines
• Navigate and utilize multiple systems of record simultaneously while handling live calls
• Verify patient insurance coverage and eligibility to support appropriate scheduling decisions
• Send clear and accurate correspondence emails to designated PDS Health offices as needed
• Support emergency appointment requests related to treatment needs or pain management
• Actively demonstrate The Perfect Patient Experience by maintaining a positive attitude, practicing active listening, demonstrating effective empathy, and prioritizing patient needs
• Successfully complete all required basic guide tests within 90 days of accepting the position
• Participate in team meetings, volunteer events, trainings, and coaching sessions as required
• Perform additional duties as assigned to support Contact Center operations

Qualifications

• High School Diploma or General Education Degree (GED)
• Minimum of two (2) years of customer service experience (call center, dental, or medical front-office operations)

Preferred Qualifications

• Associate’s Degree, Bachelor’s Degree, or one-year certificate from an accredited college or technical school; or an equivalent combination of education and experience
• Bilingual in English and Spanish

Knowledge/Skills/Abilities

• Strong ability to multitask across multiple systems without compromising accuracy or quality
• Excellent interpersonal, oral, and written communication skills
• Ability to respond effectively to inquiries from patients, PDS Health offices, laboratories, pharmacies, internal staff, and vendors
• Self-motivated, dependable, and able to work independently as well as collaboratively within a team environment
• Ability to quickly learn, retain, and apply detailed information related to dental and medical procedures and workflows

Benefits

• Medical, Dental, and Vision Insurance
• Paid Time Off (PTO)
• Tuition Reimbursement
• 401(k) Retirement Plan
• Paid time to volunteer in your local community

PDS Health is an Equal Opportunity Employer. We celebrate diversity and are united in our mission to create healthier and happier team members.

Salary Information

$20.50-$26.70 / Hourly