Customer Service Representatives

Key Responsibilities

• Receive, review, and process orthodontic referral requests from providers or patients.
• Verify referral details including patient demographics, insurance eligibility, and provider information.
• Coordinate scheduling of patient appointments with orthodontic specialists.
• Ensure accurate documentation of all referral activities within practice management systems and EHR/EMR.
• Communicate clearly and professionally with patients regarding referral status, instructions, and next steps.
• Liaise with orthodontic offices, dental practices, and insurance companies as needed to complete the referral process.
• Track referral progress, follow up on pending cases, and close completed referrals in a timely manner.
• Escalate complex cases to the Referrals Team Lead or clinical staff as appropriate.
• Support the team in meeting service-level agreements (SLAs), compliance standards, and productivity targets.

Skills, Knowledge & Expertise

• High school diploma or equivalent (Associate’s/Bachelor’s degree preferred.
• Experience in dental, orthodontic, or medical office setting preferred
• Knowledge of insurance verification, referrals, or patient scheduling a plus
• Strong attention to detail with accurate data entry skills
• Excellent communication, customer service, and interpersonal skills
• Ability to multitask, prioritize, and adapt in a fast-paced environment
• Proficient in MS Office and patient management systems (EHR/EMR)
• Organized, proactive, dependable, and a team player with problem-solving skills