Remote Patient Service Representative

RemoteFetch; Massachusetts; Remote; USD 40,000 - 60,000; Full time

Job summary

Dental Care Alliance is seeking a Scheduling Coordinator to support Centralized Scheduling, handling inbound inquiries and AI escalations to ensure accurate appointment placement.

You will manage patient information, work remotely, and collaborate with the central call center to maximize provider availability while delivering high-quality patient experiences across supported practices.

Qualifications

• Previous experience in scheduling, call center, dental, or healthcare operations preferred.
• Work independently in a remote environment.
• Strong organizational skills and adherence to established processes.
• Proficiency with computer systems and willingness to learn new technologies.
• Bilingual English/Spanish skills are a plus.
• Proficiency in Microsoft programs, including Outlook, Teams, Excel, and Word, is required.
• Experience using dental or patient communication systems such as Denticon, RavePoint, and Talkdesk is preferred.

Responsibilities

• Respond to inbound patient communications via phone, text message, and email in a timely and professional manner.
• Schedule, reschedule, and cancel appointments for new, existing, and lapsed patients in accordance with departmental policies and procedures.
• Ensure appointments are scheduled accurately using approved templates and scheduling guidelines.
• Update and maintain patient demographic and appointment information within scheduling systems.
• Document scheduling activity using designated task forms and systems.
• Identify issues requiring office-level involvement and escalating appropriately.
• Communicate effectively with leadership regarding questions, workload concerns, or process issues.

Skills

Patient Service Orientation

Attention to Detail

Communication Skills

Technology Proficiency

Judgment and Decision Making

Time Management

Team Collaboration

Tools

Denticon

RavePoint

Talkdesk

Job description

Overview

Dental Care Alliance is seeking a professional and detail-oriented Scheduling Coordinator to support its Centralized Scheduling. This role is responsible for managing inbound scheduling activity, supporting a centralized new patient call center, and completing human follow-up on AI-escalated scheduling interactions. The Scheduling Coordinator plays a critical role in ensuring accurate appointment placement, maximizing office schedules, and delivering consistent, high-quality patient experience across supported practices.

Responsibilities

• Respond to inbound patient communications via phone, text message, and email in a timely and professional manner.
• Schedule, reschedule, and cancel appointments for new, existing, and lapsed patients in accordance with departmental policies and procedures.
• Ensure appointments are scheduled accurately using approved templates and scheduling guidelines.
• Update and maintain patient demographic and appointment information within scheduling systems.
• Document scheduling activity using designated task forms and systems.
• Identify issues requiring office-level involvement and escalating appropriately.
• Communicate effectively with leadership regarding questions, workload concerns, or process issues.

New Patient Call Center Responsibilities

• Answer inbound calls from new patients seeking to establish care.
• Collect and verify required patient information and determine appropriate appointment placement based on scheduling guidelines.
• Provide clear and professional explanations regarding appointment expectations, next steps, and required documentation.
• Deliver a consistent, patient-centered experience that reflects organizational service standards.

AI Scheduling Escalation Follow-Up

• Review and manage scheduling conversations escalated from AI-based scheduling tools.
• Complete patient follow-up via phone or text message to resolve scheduling needs.
• Ensure escalated interactions result in accurate appointment placement or appropriate documentation.
• Maintain timely resolution of all assigned AI escalations.

Schedule Optimization and Patient Experience

• Support schedule utilization by placing patients appropriately to maximize provider and hygiene availability.
• Apply problem-solving skills to balance patient preferences with operational scheduling needs.
• Maintain a professional, courteous, and patient-focused approach in all interactions.
• Collaborate with team members to ensure consistent service delivery.

Competencies

• Patient Service Orientation: Demonstrates professionalism, empathy, and responsiveness in all patient interactions.
• Attention to Detail: Ensures accuracy in scheduling, documentation, and patient information.
• Communication Skills: Communicates clearly and professionally through verbal and written channels.
• Technology Proficiency: Effectively utilizes scheduling systems, communication platforms, and AI-supported workflows.
• Judgment and Decision Making: Appropriately assesses situations and escalates when necessary.
• Time Management: Manages multiple tasks efficiently while meeting productivity and quality expectations.
• Team Collaboration: Works cooperatively with supervisors and peers in a centralized environment

Qualifications

Previous experience in scheduling, call center, dental, or healthcare operations preferred.

• Ability to work independently in a remote environment.
• Strong organizational skills and adherence to established processes.
• Proficiency with computer systems and willingness to learn new technologies.
• Bilingual (English/Spanish) skills are a plus.
• Proficiency in Microsoft programs, including Outlook, Teams, Excel, and Word, is required
• Experience using dental or patient communication systems such as Denticon, RavePoint, and Talkdesk is preferred.

Additional Information

• All duties are subject to change based on business needs.
• This position requires participation in ongoing training and performance monitoring.