Scheduling Center Agent II

Aspen Dental; Town of Florida (NY); Remote; USD 37,000 - 48,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Paid time off

401(k) with company match

Job summary

Aspen Dental is seeking a Scheduling Center Agent 2 (Advanced) to work from home on the Denture & Implant Team. You will leverage advanced scheduling, denture and implant knowledge, and sales skills to guide patients through complex conversations and connect them with the right care.

You will handle inbound calls, chats, and outbound outreach, educate patients on services, address concerns, and drive appointment acceptance while maintaining HIPAA privacy and a quiet home workspace.

Qualifications

• 2+ years of dental industry and/or sales experience (call center, scheduling or high-volume env).
• Proven ability to deliver strong customer experience and sales metrics.
• Proficient in navigating multiple applications while documenting information.

Responsibilities

• Serve as the first point of contact for patients, scheduling appointments across brands.
• Handle inbound/outbound calls and chats in a high-volume environment.
• Utilize advanced sales techniques to increase appointment acceptance.
• Navigate the practice management system to review patient accounts and resolve inquiries.
• Apply critical thinking to address patient needs and remove barriers to care.
• Meet or exceed individual performance metrics and contribute to center goals.
• Support onboarding and share best practices with peers.

Skills

Customer service

Sales skills

Communication

Multitasking

HIPAA compliance

Education

High School Diploma or equivalent

Tools

CRM software

Job description

Scheduling Center Agent 2 (Advanced Agent)

AD has over 1,000 locations focused on providing dental services to all patients. We are committed to breaking down barriers to care—affordability, transparency, and access—so patients can maintain their dental health with confidence.

Work from home as a Scheduling Center - Agent 2 on our Denture & Implant Team, where you will play a critical role in delivering an elevated patient experience while helping patients access specialized dental care. In this role, you will leverage your Scheduling Center experience, denture and implant knowledge, advanced sales skills, and critical-thinking abilities to confidently guide patients through more complex dental conversations and connect them with the appropriate care.

You will handle a variety of inbound calls and use your expertise to identify patient needs, educate patients on denture and implant services, navigate concerns and objections, and create a clear path toward appointment acceptance. Your ability to combine empathy, sales finesse, and sound judgment will help remove barriers to care while driving strong patient and business outcomes.

Job Duties

• Serve as the first point of contact for patients, scheduling appointments and assisting with questions across one or more brands.
• Handle inbound and Outbound calls and respond to chats in a high-volume environment, delivering an exceptional and efficient patient experience
• Utilize advanced customer service and sales techniques to increase appointment acceptance and optimize patient outcomes
• Navigate the practice management system to review patient accounts, provide accurate information, and resolve more complex inquiries
• Apply critical thinking and problem-solving skills to address patient needs and remove barriers to care
• Consistently meet or exceed individual performance metrics and contribute to overall call center goals
• Support onboarding and peer development by modeling best practices and sharing knowledge as needed
• Additional duties as assigned by Call Center Leadership

Job Requirements

• High School Diploma or equivalent required
• 2+ years of dental industry and/or sales experience required (call center, dental scheduling or high-volume environment preferred)
• Proven ability to deliver strong performance results in customer experience and/or sales metrics
• Demonstrates computer proficiency including multitasking effectively by navigating multiple applications, locating and utilizing resources, documenting information and maintaining accuracy and quality of the patient interaction
• Ability to manage more complex patient interactions with professionalism and strong critical thinking and problem-solving skills
• Strong communication skills, with the ability to speak clearly, confidently, and professionally
• Flexibility in a fast-paced environment with ability to adapt quickly to changing priorities and business needs while maintaining a high level of performance and patient service
• Must have cable/fiber internet with ability to hardwire (minimum 100 Mbps download / 10 Mbps upload)
• Must maintain a quiet, HIPAA-compliant, private workspace
• Some evening and weekend availability may be required

Compensation and Benefits

• Competitive hourly rate ($18/ hour) + monthly performance-based bonuses
• Pay increases based on performance and tenure
• Full-time and part-time schedules available
• Comprehensive Health, Dental, and Vision insurance
• Paid time off
• 401(k) with company match

Hours: M-F 8am-6pm EST - no weekends

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