Offshore Client Relations Representative – Call Center

This is a fully remote position, open to applicants in Costa Rica.

📋 Description

• Manage incoming and outgoing calls from both new and existing clients.

• Assist new clients in recognizing their orthodontic needs and guide them through the process of scheduling consultations.

• Provide explanations of general treatment options, including braces and Invisalign, without offering diagnoses or treatment guarantees.

• Create and maintain accurate patient charts with demographic, contact, insurance, and appointment details.

• Schedule initial patient consultations and follow-up appointments across a network of over 60 locations.

• Support existing patients with changes to appointments, rescheduling, inquiries regarding their accounts, and general questions.

• Assist with billing inquiries, payment support, account updates, and provide solution-oriented recommendations.

• Collect, verify, and update patient data in relevant systems.

• Collaborate with Diamond Braces offices to ensure a seamless and consistent patient experience.

• Communicate effectively with patients, families, office teams, and internal departments.

• Address client inquiries and concerns with empathy, patience, and a resolution-focused approach.

• Uphold confidentiality and adhere to company policies, procedures, and compliance standards.

• Meet Diamond Braces' AAA Experience expectations.

• Contribute to departmental objectives related to call quality, patient satisfaction, appointment support, and service excellence.

⛳️ Requirements

• Previous experience in customer service, call center, healthcare, dental, or orthodontic environments is preferred.

• Bilingual proficiency in English and Spanish is highly preferred.

• Prior experience in a dental or orthodontic setting is preferred.

• Exceptional communication skills and professional phone etiquette are essential.

• Strong organizational and time management abilities.

• Capacity to maintain composure, patience, and professionalism when assisting clients with queries or concerns.

• Keen attention to detail and accuracy in entering or updating client information.

• Ability to multitask effectively in a dynamic environment.

• Dependable and punctual, with the flexibility to work any shift within operational hours as required.

• Comfortable utilizing scheduling, communication, and patient management software.

• Positive attitude, collaborative mindset, and openness to coaching.

• Must be able to provide the necessary tax documentation (W-8 or W-9 as required).

• Independent contractor status is applicable.

🏝️ Benefits

• Competitive salary.

• Full-time hours.

• Opportunities for training, coaching, and professional development.