Dental Engagement Agent Summary Title:Dental Engagement Agent ID:0206-Multiple Department Location:3205/3207 N. Academy, Colorado Springs, CO 80917 Category:Administrative / Clerical / Skill Trades Description Peak Vista Community Health Centers is a nonprofit health care organization whose mission is to provide exceptional health care to people facing access barriers through clinical programs and education. We provide integrated health care services including medical, dental, and behavioral health through our 22 outpatient health centers. We deliver care with our strong "Hospitality" culture. Our organization has over 800 employees and serves more than 81,500 patients annually in the Pikes Peak and East Central regions of Colorado. Our service area covers 14 counties, from the front range to the Kansas border, with locations throughout Colorado Springs, Fountain, Flagler, Divide, Limon, and Strasburg. Peak Vista is accredited by the Accreditation Association for Ambulatory Health Care, Inc. (AAAHC). Compensation (Pay): $16.00 to $23.20 hourly/based on experience. *Opportunity to earn additional compensation through performance-based bonuses. Summary of Benefits: + Medical, Dental, Vision, Life, STD, LTD + 403(b) Retirement with Company Match + Paid Time Off + Tuition Assistance + Perks Rewards + Employee Assistance Program https://www.peakvista.org/resources/benefits-summary Overall Responsibilities: To uphold Peak Vista Community Health Center’s mission to provide exceptional healthcare to people facing access barriers by providing the highest level of dental practice while embracing the values of: + Respect + Teamwork + Excellence + Stewardship + Employee Engagement + Caring & Compassion + Make Peak Vista a Great Place to Work Job Summary: The Dental Engagement Agent (DEA) is an integral part of the success of the clinical dental teams and the overall success of the Dental Department. The Dental Engagement Agent is responsible for developing and maintaining existing patient relationships, as well as identifying and acquiring new patient relationships within their territory, in order to meet business goals. The Dental Engagement Agent must have an understanding and passion for serving dental patients through scheduling and maintenance of their treatment plans. Additionally, they should have excellent verbal and written communication skills. They must also have excellent organizational and follow-up skills, and the ability to prioritize and execute multiple tasks. Most critically, the Dental Engagement Agent must demonstrate poise, professional presence, excellent presentation abilities, and have a high degree of enthusiasm for building relationships and helping others. Essential Duties and Responsibilities : + Works as a partner with clinical teams to develop, maintain, and expand patient relationships to drive health outcomes in your territories. + Develop new patient relationships within the territory by calling on current Peak Vista Medical and Behavioral Health patients that have not used Peak Vista’s Dental services, as well as new patients outside of Peak Vista who have not used any Peak Vista services. + Participates in target campaign calls such as offering new dental services to patients who have only received limited services, screenings, or re-engaging with inactive patients to develop new business. + Collaborates with other team members to support patient relationship building and dental appointment realization efforts. + Engages in planning and dental business development using consistent customer service processes to drive template saturation, appointment realization, and strengthen relationships within territories. + Answers all inbound calls for the Dental Department in a timely and professional manner. + Transfers calls to appropriate personnel and departments in a timely and professional manner. + Answers and routes patient requests in a professional and patient-centric manner by asking probing questions. + Schedules and reschedules appointments while maintaining focus on keeping dental provider schedules full. + Actively prioritizes appointment reminder calls. + Proactively support teammates, team initiatives, and complete special projects and other duties as assigned. + Understands and abides by all HIPAA guidelines. + Consistently meet call quality (quality assurance) and DEA center metrics. Supervision Exercised: None Other Duties and Responsibilities: + Maintains a safe work environment: + Implement, review, apply and actively enforce the organization’s safety policies. + Support the safety program by actively looking for opportunities to improve safety practices and evaluate staff for safety practices and ergonomic issues. + Compliance: + Knowledgeable of and compliant with laws and regulations governing area of responsibility. + Responsible for reporting any potentially non-compliant conduct. + Cooperates fully with our Compliance Officer in upholding our Compliance Plan + Perform other duties and responsibilities, as required. Education/Experience: Education: High school diploma or equivalent education. Experience: One year of customer service or inside sales experience preferred. Experience in a fast-paced call center desired but not required. Healthcare experience desired but not required. Certificates and Licenses: None Other Skills: + Must have knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar to produce clear and detailed documentation of calls. + Sound critical thinking, problem-solving, and decision-making skills. + Strong computer skills, including MS Word, PowerPoint, and Excel. Experience with an electronic health record such as NextGen preferred. Additionally, experience with SalesForce and/or other CRM platforms is a benefit. + Demonstrated organizational skills, attention to detail, and ability to manage multiple and often changing priorities. + Consistently superb customer service skills; excellent interpersonal/assertive communications skills demonstrating a high degree of emotional intelligence. + Knowledge of our patient populations and demonstrated sensitivity to and desire to work with underserved populations. + Embraces cultural diversity amongst ourselves and our community. + Able to work in a fast-paced environment. + Demonstrates a high level of honesty, integrity, and accountability. + Exhibits regular and timely attendance. + An ability and willingness to learn and expand abilities. + An ability to establish and maintain effective communication and working relationships with patients and coworkers. + The ability to work in a team environment is a must. Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. OSHA risk level/work environmental hazards: This position has been categorized as OSHA Level Three. See Exposure Control Plan for details. Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee must occasionally lift and/or move up to 25 pounds. Prolonged periods of sitting at a desk and working on a computer. The employee is occasionally required to stand and walk. *Successful candidates will complete pre-employment screening; which includes but is not limited to, a Criminal Background check. Peak Vista Community Health Centers is a drug and alcohol-free workplace and an Equal Opportunity Employer. **PVCHC participates in the Electronic Employment Verification Program. E-Verify is an Internet-based system that compares information from an employee’s I-9 to data from the U.S. Department of Homeland Security and Social Security Administration Records. To learn more, visit: everify.com