ClearChoice Dental Implant Centers

Analyst

• Monitor and analyze business operations in real-time, making adjustments and recommendations to improve service levels, staffing, and overall performance up to 2 weeks in the future
• Identify issues and opportunities that require immediate attention and work closely with operations teams and other stakeholders to ensure effective and efficient service levels.
• Continuously monitor real-time contact center metrics, including call volumes, chat volumes, agent availability, and service level adherence
• Set up and manage real-time alerts for deviations from established performance thresholds. Responds promptly to these alerts to mitigate any potential issues
• Allocate resources such as agents and queues dynamically to ensure optimal coverage during peak and off-peak hours while minimizing overstaffing during slower times
• Monitor and track agent adherence to schedules, taking corrective actions when necessary to maintain operational efficiency and to maintain service levels
• Collaborate closely with contact center supervisors and leaders to provide real-time updates on performance and works together to address challenges as they arise
• Maintain detailed records of real-time actions taken, performance trends, and key insights to support post-analysis and reporting
• Participate in ongoing process improvement initiatives to enhance real-time monitoring and response strategies, including the development of new tools and dashboards
• Analyze historical and current data to make short-term adjustments to forecasting models, considering factors like seasonality, promotions, and unexpected events
• Act as an agent support specialist, advising and solving for day-to-day operational requests including but not limited to workforce management, technical support, payroll adjustments, and time off requests

Real Time Analyst – Short Term Capacity Planner

Customer Support

• Serve as the first point of contact for prospective patients who have questions or need assistance with an upcoming appointment.
• Spend a majority of time on inbound phone calls from prospective patients in need of support.
• Make outbound phone calls to existing leads (no cold calling) who have expressed interest in our services.
• Work with prospective patients to schedule a free consultation and prepare them to come in for a successful consultation and evaluation.
• Show confidence and expertise overcoming objections.
• Ability to thoroughly explain our services to prospective patients.
• Listening empathetically to Prospective Patients needs and think critically to provide helpful solutions.
• Guide callers through troubleshooting and navigating the online paperwork and online appointments.
• Provide prospective patients with accurate driving directions to the location they are scheduled.
• Exhibit empathy, compassion, and conviction when speaking with prospective patients with the goal of helping to impact their lives for the better.
• Act as an ambassador to the ClearChoice Core Values at all times showing: Compassion, Conviction, Teamwork, Integrity, Trust, Impact, and Passion for Learning

Support Representative

Manager

• Partner with the Director of Patient Experience to develop and execute performance strategies
• Translate organizational goals into measurable performance targets
• Oversee performance components of the outbound strategy
• Support team leaders in implementing structured coaching and development plans
• Own the design, tracking, and improvement of performance dashboards and reporting metrics
• Collaborate with Workforce Management to ensure staffing models align with performance goals
• Partner with IT to support tools and systems that enhance agent performance
• Work closely with HR to support performance-related communication and initiatives

CCT Manager – Performance

Human Resources

• Serve as a proactive People/HR strategic partner to field operational leaders
• Align human capital strategies with business needs
• Counsel leadership on performance management
• Collaborate with Home Office subject matter leaders in key talent initiatives and programs
• Utilize employee relations and HR metrics to identify barriers to achieving business results
• Lead workforce planning programs and processes
• Provide Human Resources support including policy interpretation
• Implement centralized HR tools and processes as needed

Human Resources Business Partner

Designer

• Design full arch dental interim restorations following ClearChoice doctors’ prescriptions using 3Shape Digital Denture Design Software with Exocad
• Understand scanned dentition models and import into CAD software.
• Support a positive culture within the Center through respectful and appropriate working relationships.
• Coordinate and participate in CAD process improvements
• Assist with Analog functions as needed

Real Time Analyst – Short Term Capacity Planner

Support Representative

CCT Manager – Performance

Human Resources Business Partner

CAD Designer