Position Summary

The GAP Call Specialist is responsible for proactively contacting patients to schedule overdue or unscheduled dental appointments, helping maximize provider schedules while ensuring patients receive timely preventive and restorative dental care. This remote position plays a critical role in maintaining healthy appointment books by converting unscheduled treatment opportunities into completed appointments.

The ideal candidate is energetic, customer-focused, goal-oriented, and comfortable making a high volume of outbound calls while following CHOICE-approved call scripts and scheduling protocols.

Essential Job Responsibilities

Patient Outreach

Make a high volume of outbound calls to patients using company call lists.

Contact patients due for hygiene, recall, treatment, exams, or other scheduled services.

Schedule returning patient appointments directly into the practice management system.

Fill open appointment times and cancellations to maximize provider productivity.

Re-engage inactive patients and encourage continued dental care.

Appointment Scheduling

Schedule appointments accurately according to provider availability and office scheduling guidelines.

Maintain balanced appointment books while considering provider preferences and office capacity.

Verify appointment details with patients.

Update patient contact information as needed.

Reschedule missed appointments when appropriate.

Script Compliance

Follow all CHOICE-approved call scripts and patient communication standards.

Maintain a professional, courteous, and compassionate tone with every patient interaction.

Educate patients on the importance of maintaining routine dental care when appropriate.

Documentation

Accurately document every patient interaction.

Record call outcomes and appointment status.

Update patient records with current information.

Document reasons for declined appointments or inability to reach patients.

Productivity

Meet daily outbound call expectations.

Achieve scheduling conversion goals.

Meet daily and weekly appointment booking targets.

Maintain high-quality patient interactions while achieving productivity standards.

Required Qualifications

High School Diploma or GED

Previous customer service experience

Previous call center or outbound calling experience preferred

Dental, medical, or healthcare scheduling experience preferred

Strong verbal communication skills

Excellent phone etiquette

Comfortable working independently in a remote environment

Strong organizational and time management skills

Basic computer proficiency