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Patient Engagement Specialist
<p style="margin: 0in 0in 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;"><span style="text-decoration: underline;"><strong>About beBright</strong></span></p> <p style="margin: 0in 0in 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;">beBright is a doctor-founded, doctor-led organization dedicated to creating bright smiles and lifelong impact for children and families. Through exceptional providers, integrated pediatric dentistry and orthodontic care, and strong support systems, beBright delivers superior patient experiences and clinical outcomes. Focused exclusively on pediatric dentistry and orthodontics, beBright empowers local practices with clinical autonomy while providing comprehensive administrative and operational support. Since its founding, beBright has been a trusted partner to providers and practices and continues to grow with purpose. At beBright, every patient, provider, and team member’s smile is a priority.</p> <p style="margin: 0in 0in 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;"><span style="text-decoration: underline;"><strong>Position Summary</strong></span></p> <p style="margin: 0in 0in 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;">The Patient Engagement Specialist is responsible for handling inbound and outbound patient communications across beBright's network of pediatric dental and orthodontic practices. This role focuses on new patient conversion, existing patient scheduling, recovery of unbooked and missed calls, and accurate documentation within our phone, practice management, and scheduling systems. Team members are expected to meet or exceed defined performance standards for answer rate, call quality, booking conversion, and follow-up completion.</p> <p style="margin: 0in 0in 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;"><span style="text-decoration: underline;"><strong>Key Responsibilities</strong></span></p> <ul style="margin-top: 0in; margin-bottom: 0in;" type="disc"> <li style="margin-top: 0in; margin-right: 0in; margin-bottom: 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;">Serve as the primary inbound point of contact for patients, answering calls promptly and professionally using approved scripting and brand-specific greetings.</li> <li style="margin-top: 0in; margin-right: 0in; margin-bottom: 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;">Engage with patients via brand-approved platforms.</li> <li style="margin-top: 0in; margin-right: 0in; margin-bottom: 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;">Schedule appointments in accordance with individual practice guidelines, provider preferences, and access rules.</li> <li style="margin-top: 0in; margin-right: 0in; margin-bottom: 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;">Convert inbound inquiries into appointments following location-specific protocols.</li> <li style="margin-top: 0in; margin-right: 0in; margin-bottom: 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;">Educate patients on services, providers, locations, and next steps (non-clinical).</li> <li style="margin-top: 0in; margin-right: 0in; margin-bottom: 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;">Address basic insurance and payment questions per practice policy.</li> <li style="margin-top: 0in; margin-right: 0in; margin-bottom: 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;">Maintain schedule integrity through rescheduling and open-time optimization.</li> <li style="margin-top: 0in; margin-right: 0in; margin-bottom: 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;">Accurately document interactions in PMS/CRM systems.</li> <li style="margin-top: 0in; margin-right: 0in; margin-bottom: 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;">Meet expectations for call handling, quality, responsiveness, and productivity.</li> <li style="margin-top: 0in; margin-right: 0in; margin-bottom: 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;">Escalate non-standard requests or issues to the appropriate practice team.</li> <li style="margin-top: 0in; margin-right: 0in; margin-bottom: 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;">Perform additional duties in support of approved brands, as assigned by management.</li> </ul> <p style="margin: 0in 0in 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;"><span style="text-decoration: underline;"><strong>Qualifications</strong></span></p> <p style="margin: 0in 0in 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;"><strong>Required</strong></p> <ul style="margin-top: 0in; margin-bottom: 0in;" type="disc"> <li style="margin-top: 0in; margin-right: 0in; margin-bottom: 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;">High school diploma or equivalent required; associate's degree or higher preferred.</li> <li style="margin-top: 0in; margin-right: 0in; margin-bottom: 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;">Minimum one (1) year of experience in a call center or dental front office role.</li> <li style="margin-top: 0in; margin-right: 0in; margin-bottom: 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;">Demonstrated ability to handle a high volume of inbound and outbound calls (80+ interactions per day) while maintaining quality.</li> <li style="margin-top: 0in; margin-right: 0in; margin-bottom: 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;">Proficient computer skills, including the ability to learn and navigate multiple software platforms simultaneously.</li> <li style="margin-top: 0in; margin-right: 0in; margin-bottom: 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;">Clear, professional verbal and written communication skills.</li> <li style="margin-top: 0in; margin-right: 0in; margin-bottom: 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;">Comfortable working across multiple brands, time zones, and practice workflows.</li> <li style="margin-top: 0in; margin-right: 0in; margin-bottom: 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;">Reliable high-speed internet and a quiet, HIPAA-appropriate work environment if remote.</li> </ul> <p style="margin: 0in 0in 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;"><strong>Preferred</strong></p> <ul style="margin-top: 0in; margin-bottom: 0in;" type="disc"> <li style="margin-top: 0in; margin-right: 0in; margin-bottom: 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;">Experience in pediatric dental, orthodontic, or general dentistry front office operations.</li> <li style="margin-top: 0in; margin-right: 0in; margin-bottom: 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;">Prior use of dental practice management systems.</li> <li style="margin-top: 0in; margin-right: 0in; margin-bottom: 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;">Prior use of VoIP platforms.</li> <li style="margin-top: 0in; margin-right: 0in; margin-bottom: 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;">Bilingual (English/Spanish) strongly preferred.</li> <li style="margin-top: 0in; margin-right: 0in; margin-bottom: 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;">Experience with insurance verification and benefits review.</li> </ul> <p style="margin: 0in 0in 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;"><span style="text-decoration: underline;"><strong>Performance Expectations</strong></span></p> <p style="margin: 0in 0in 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;">Team member performance is reviewed monthly against the following standards. Specific numeric targets will be set during onboarding and updated as network baselines are established.</p> <ul style="margin-top: 0in; margin-bottom: 0in;" type="disc"> <li style="margin-top: 0in; margin-right: 0in; margin-bottom: 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;"><strong>Answer Rate:</strong> 95%</li> <li style="margin-top: 0in; margin-right: 0in; margin-bottom: 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;"><strong>Speed to Answer:</strong> 10 second average</li> <li style="margin-top: 0in; margin-right: 0in; margin-bottom: 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;"><strong>New Patient Booking Conversion:</strong> Meet or exceed individual target based on role and brand mix</li> <li style="margin-top: 0in; margin-right: 0in; margin-bottom: 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;"><strong>Call Quality Score:</strong> Maintain 85%+ on quality reviews</li> <li style="margin-top: 0in; margin-right: 0in; margin-bottom: 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;"><strong>Patient Engagement:</strong> 100% of assigned outreach communications documented within defined SLA</li> </ul> <p style="margin: 0in 0in 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;"><span style="text-decoration: underline;"><strong>Work Environment & Physical Requirements</strong></span></p> <ul style="margin-top: 0in; margin-bottom: 0in;" type="disc"> <li style="margin-top: 0in; margin-right: 0in; margin-bottom: 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;">Primarily remote, seated role with extended periods of computer and headset use.</li> <li style="margin-top: 0in; margin-right: 0in; margin-bottom: 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;">Must adhere to beBright’s remote work policy.</li> <li style="margin-top: 0in; margin-right: 0in; margin-bottom: 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;">Must maintain a private, quiet, HIPAA-compliant workspace during all scheduled hours.</li> <li style="margin-top: 0in; margin-right: 0in; margin-bottom: 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;">Occasional travel may be required for team meetings, training, or site visits.</li> <li style="margin-top: 0in; margin-right: 0in; margin-bottom: 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;">Must be able to speak clearly on the phone for extended periods and type with reasonable speed and accuracy.</li> </ul> <p style="margin: 0in 0in 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;"><strong> </strong></p> <p style="margin: 0in 0in 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;"><strong>Equal Opportunity </strong></p> <p style="margin: 0in 0in 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;">beBright Pediatric Dentistry & Orthodontics is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. This job description describes the general nature and level of work performed by team members in this position. It is not intended to be an exhaustive list of all responsibilities, duties, and skills required. beBright reserves the right to modify this description at any time based on business needs.</p>
