Dental Call Center Representative

This is a 6-month fixed-term position, with the possibility of getting converted to permanent.

Since 1897, the Ostrow School of Dentistry has shaped talented students into outstanding dentists and dental hygienists. Our challenging clinical education and our expert faculty members provide future oral health professionals with the skills they need in order to become the best.

Dentists and dental hygienists are consistently viewed as some of the most trusted and respected professionals that serve the public, and our graduates are part of the reason. The Ostrow School of Dentistry not only educates excellent clinicians but also produces professionals who earn their patients’ trust with unyielding commitment to exemplary ethical standards. Our graduates also earn the respect of their colleagues, taking active leadership roles in the organized dentistry community from local to international levels.

USC's Herman Ostrow School of Dentistry is looking for a talented Call Center Representative to join its team. This position will need an energetic candidate who is bilingual in English & Spanish.

Job Summary:

This position is responsible for answering, screening and directing incoming and outgoing telephone calls or other communications using a call management system. The Call CenterRepresentative responds quickly and courteously to basic inquiries, registers and posts notes in client records, maintains data, and enters data in a variety of client management computer systems. This position is also responsible for following up on unresolved customer and client

inquiries, performing simple maintenance, contacting emergency personnel when necessary, and scheduling and confirming initial and follow-up appointments, as necessary.

Job Accountabilities:

• Answers, screens and directs incoming and outgoing telephones calls, electronic messages and other web-based communications using a call management system. Transfers telephone calls to the appropriate department or personnel. Arranges conference calls or third-party calls.
• Uses overhead and text paging system when appropriate. Contacts and distributes messages to personnel using a variety of electronic methods, including text, voice and email systems.
• Responds quickly and courteously to basic inquires and refers other inquires to appropriate department or personnel.
• Registers and posts notes in client records. Creates and maintains data and reconciles to client appointment records. Schedules and confirms initial and followup appointments, as necessary.
• Enters data in a variety of client management computer systems. Initiates and responds to faxes, emails and on-line messages. Performs basic account maintenance activities.
• Follows up on customer and client inquiries not immediately resolved.
• Notifies emergency personnel, security and authorities following established protocol, as necessary.
• Performs simple maintenance. Keeps equipment operational by following established procedures and reporting malfunctions.
• Provides requested information regarding policies and procedures, terms and programs relating to service area to clients and customers.
• Provides assistance to other departments, as directed.

The University of Southern California values diversity and is committed to equal opportunity in employment.

Preferred Qualifications:

Preferred Experience:

2 years

Bilingual English and Spanish Speaker

Skills: Administrative:

Answer telephones

Assemble and organize numerical data

Clinical documentation

Communicate with others to gather information

Customer service

Gather data

Input data

Maintain filing systems

Read handwritten text

Schedule appointments

Understand and apply policies and procedures

Use database and/or word processing software

Use electronic communications software

Skills: Machine/Equipment:

Calculator

Computer network (department or school)

Computer network (university)

Computer peripheral equipment

Fax

Personal computer

Photocopier

Switchboard (department or university)

Telephone management system

The hourly rate range for this position is $16.78 - $19.00. When extending an offer of employment, the University of Southern California considers factors such as (but not limited to) the scope and responsibilities of the position, the candidate’s work experience, education/training, key skills, internal peer equity, federal, state, and local laws, contractual stipulations, grant funding, as well as external market and organizational considerations.

Minimum Education: High school or equivalent Minimum Experience: 1 year Minimum Field of Expertise: Experience working in a call center or customer service department in a busy environment. Demonstrated interpersonal skills. Basic knowledge of compliance issues in area of specialty. Ability to multi-task. Knowledge of terminology in area of specialty. Excellent verbal and written communication skills.