Offshore Client Relations Representative – Call Center
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Job Description
Client Relations Representative supporting Diamond Braces orthodontic patients through calls, scheduling, billing, and patient account assistance. Remote global contractor role focused on exceptional customer service.
Responsibilities:
- Handle inbound and outbound calls from new and existing clients
- Assist new clients in identifying orthodontic needs and guide them through consultation scheduling
- Explain general treatment options, including braces and Invisalign, without diagnosing or making treatment guarantees
- Create and update new patient charts with accurate demographic, contact, insurance, and appointment information
- Schedule new patient consultations and follow-up appointments across the network of 60+ locations
- Support existing patients with appointment changes, rescheduling, account questions, and general inquiries
- Assist with billing questions, payment support, account updates, and solution-based recommendations
- Collect, verify, and update patient information in appropriate systems
- Coordinate with Diamond Braces offices to ensure a smooth and consistent patient experience
- Communicate with patients, families, office teams, and internal departments
- Address client questions and concerns with empathy, patience, and a focus on resolution
- Maintain confidentiality and follow company policies, procedures, and compliance expectations
- Meet Diamond Braces' AAA Experience expectations
- Support department goals related to call quality, patient satisfaction, appointment support, and service excellence
Requirements:
- Prior customer service, call center, healthcare, dental, or orthodontic experience preferred
- Bilingual in English and Spanish strongly preferred
- Prior experience in a dental or orthodontic office preferred
- Excellent communication skills and professional phone etiquette
- Strong organizational and time management skills
- Ability to remain calm, patient, and professional when assisting clients with questions or concerns
- Strong attention to detail and accuracy when entering or updating client information
- Ability to multitask in a fast-paced environment
- Reliable and punctual, with flexibility to work any shift within operating hours as needed
- Comfortable using scheduling, communication, and patient management systems
- Positive attitude, team-oriented mindset, and willingness to be coached
- Must be able to provide appropriate tax documentation (W-8 or W-9 as applicable)
- Independent contractor status
Benefits:
- Competitive salary
- Full-time hours
- Training, coaching, and professional development
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