Client Service/Customer Service Specialist

Client Service / Customer Service Specialist

CAROUSEL PARAGRAPH

• Creve Coeur, Missouri; Effingham, Illinois
• Customer Service - Support
• 55482

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Job Description

Overview

Customer Service / Client Service Specialist

The Customer Service team is the front-line support that provides exceptional service and creates resolutions along with high level internal communication.

The target is to ensure excellent service standards and high customer satisfaction are maintained. The Customer Service team is responsible for answering system and process questions;

suggesting company best practices while providing data analysis to the Business Partner team to improve processes and provide continuous education.

The Customer Service team is the vital link between our field administrators, team members, and support office departments.

With more than 1,200 dental offices supported across 37 states, over 13,000 team members and over 1,600 supported doctors in our support, Heartland Dental has a proven track record of growth and success.

Were looking for professional individuals who are open, positive and mentally flexible to join our network of support.

This position is one of three sub-departments under Operations Services and works closely with both the Business Partner and Project Management teams and reports directly to the Operations Services Manager-Customer Service.

Responsibilities

Overview of job duties & responsibilities

• Provide world class front-line communication for internal and external customers
• Recommend and suggest company best practices and potential solutions to meet the customers needs
• Efficiently document incoming inquiries / questions to collaborate with the Business Partner on what trainings would be beneficial companywide
• Act as subject matter expert for Heartland Dental systems
• Partner with various departments and stakeholders to accomplish a common goal.
• Ability to coach and train team members in a one-on-one setting within the organization
• Mediate and resolve patient conflicts to a win-win resolution at the office level
• Research and gather time sensitive documents in a confidential manner
• Provide Dentrix support and trouble shooting
• Foster and grow Support Office partnerships between departments and sub-departments
• Assist with patient accommodation requests through working relationship with third party vendor(s)
• Ability to define and refer clinical questions to the Education Department, Regional Mentors, and Clinical Operations as needed
• Assist the Compliance team with daily administrative support
• Support the disposition process through records requests, software rekeys, rescheduling of patients, etc.
• Support operations and offices through office closures and natural disasters

Qualifications

Minimum Requirements

• Associate degree with 2+ years of relevant experience or Bachelors degree with at least 1 year of relevant experience
• Practical knowledge of Operational concepts
• Strong computer skills, including experience with Microsoft Word, Outlook Excel and PowerPoint
• Strong organizational skills, accuracy and attention to detail
• Ability to work well under pressure and prioritize multiple tasks
• Strong verbal and written communication skills with the ability to adapt communication style to different personalities
• Ability to answer telephone calls and communicate information to callers
• Ability to interact with co-workers in a collegial manner to accomplish common tasks
• High level of maturity, personal initiative, and sound judgment
• Exceptional analytical and conceptual thinking skills

Desirable Qualifications

• Operational and Customer Service experience, preferably within the dental industry
• Prior experience with dental management software (Dentrix) preferred

We put our people first at Heartland Dental, and that shows in our generous benefits package.

Company retains the sole discretion to change the duties of the position at any time.

We provide all employees and applicants for employment the protections of federal, state, and local laws affording equal opportunity in employment.

• COVID-19 : * *The Company and supported offices comply with all local, state and federal regulations. Employment is contingent upon an individual's continued compliance with regulations and Company policy, including COVID-19 vaccination or testing.*
25 days ago