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Patient Service Representative

Smile Brands
Jacksonville, Illinois
Salary commensurate with experience
Closing date
Mar 29, 2023

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Front Office / Administrative
Contract Type
Job Type
Full Time

Job Details

The primary function of the Patient Service Representative is to effectively respond to inbound prospective patient calls, provide excellence in customer service. Maximize new patient and recall opportunities by cross selling and up-selling family appointments and orthodontic screenings to every prospective and returning patient call. Make contact with patients to book new and recurring appointments.

Essential Duties and Responsibilities

●Respond to incoming calls, schedule new and recall appointments

●Handle inbound calls with the goal of increasing business, customer satisfaction, and customer retention

●Answer general questions from patients

●Maintain a directory of office locations, hours, and doctor history

●Cancel and reschedule appointments as necessary

●Follow up with patients on scheduled and/or missed appointments

●Explain financing options and discounts to potential cash patient.

●Must identify payer type to appropriately obtain insurance benefits to check eligibly and office assignment.

●Field patient concerns and elevate to Call Center Management for appropriate follow through.


We are at over 650 affiliated dental offices all focused on a single mission; delivering Smiles For Everyone®. Smiles for patients, providers, employees, community partners. Everyone. Our entire culture is designed to promote relationships by treating people with respect and pursuing excellence that makes it easier to provide great care.

At Smile Brands we believe culture matters. We believe that happier teams lead to happier patients, and we’ve got the happiest team in the dental industry. The organization has twice been recognized on Glassdoor’s Best Places to Work list – in fact, we are the second highest ranked healthcare provider in the U.S.

Smile Brands provides comprehensive business support services through exclusive long term agreements with affiliate dental groups, so dentists can spend more time caring for their patients and less time on the administrative, marketing, and financial aspects of operating a dental practice. The organization was founded in 1998 by a management team that included co-founder and CEO Steve Bilt and CFO Brad Schmidt. Through acquisitions and the opening of new dental offices, Smile Brands has become a dominant player in the dental space with a rapidly growing number of affiliated practices across 30 states.  Smile Brands’ primary equity sponsor is Gryphon Investors, a leading private equity investment firm focused on investing in physician-centric healthcare businesses.

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