• Representing our company by being the contact person for our patients. • Screening patients (no sales calls, pure customer service). • Being part of the team, where your main task is to help doctors and patients to connect with each other.

• Player-Coach — Calling & Scheduling: Make outbound calls to patients for appointment scheduling, recall outreach, and schedule gap-filling across both practice locations. • Work provider schedules directly in Athena Health — booking, confirming, and managing appointments to maximize schedule utilization. • Model the standard for call quality, patient communication, and scheduling accuracy that you expect from your team. • Step in to cover call volume when team capacity is stretched — your contribution is a daily expectation, not an occasional act. • Team Leadership & Efficiency: Lead, support, and motivate a remote call center team responsible for patient scheduling and appointment management across two Texas locations. • Build a culture where the team feels supported, valued, and clear on what is expected — team happiness and retention are part of your success metrics. • Identify inefficiencies in current call center workflows and implement practical improvements that increase schedule fill rates and reduce patient wait times. • Develop and maintain clear processes, scripts, and workflows that help the team perform consistently and confidently. • Monitor team performance against scheduling targets and KPIs — and address gaps quickly and constructively. • Scheduling Operations: Oversee the daily scheduling operations for both practice locations — ensuring provider schedules are full, conflicts are resolved, and patient access is optimized. • Monitor schedule utilization and proactively identify and fill gaps before they become problems. • Coordinate patient scheduling workflows including new patient intake, follow-up appointments, testing scheduling, and recalls. • Ensure all scheduling activity is documented accurately and completely in Athena Health. • Communicate scheduling updates, coverage needs, and operational issues to practice management promptly. • Coaching & Development: Conduct regular one-on-ones and team check-ins to provide feedback, coaching, and recognition. • Identify team member strengths and development areas and tailor coaching accordingly. • Onboard new call center team members and ensure they are trained, confident, and supported from day one. • Create an environment where team members feel comfortable asking for help and raising concerns — and where those concerns actually get addressed. • Celebrate wins — individually and as a team — and build the kind of culture people want to stay in. • Reporting & Communication: Track and report on key call center metrics including call volume, schedule fill rate, new patient conversion, and team productivity. • Provide regular performance updates to practice management with clear insights and recommendations. • Communicate proactively when scheduling challenges, staffing gaps, or workflow issues arise — no surprises. • Serve as the primary point of escalation for complex patient scheduling issues that need leadership-level resolution.

• Manage end-to-end customer interactions (phone, email, chat) related to online orders • Handle delivery tracking, returns, refunds, payment queries, and shipping investigations • Review and process order-related data and business requests • Collaborate with couriers, financial institutions, and internal teams • Ensure strict compliance with PCI & GDPR policies • Analyze and resolve complex cases, escalating when necessary • Contribute to continuous improvement of customer experience and team performance

Role Description First point of contact for customer inquiries via telephone and ticketing system – with the aim of providing quick and solution-oriented help. - Initial resolution and escalation management for complex technical and procedural inquiries - Documentation and maintenance of the internal knowledge database and FAQ resources - Analysis of support KPIs (e.g., First Response Time, CSAT, ticket volume) and derivation of measures to improve quality - Close collaboration with Product and CS to provide feedback on customer feedback and product bugs Qualifications - Experience in a dental practice (e.g., dental assistant/dental nurse), ideally with billing experience - Interest or initial experience in customer support - Strong communication and consulting skills - Digital affinity and structured working style - German (C2) and English (B2) Benefits - Flexible working (remote-first) & modern work culture - Flat hierarchies and plenty of creative freedom - Attractive salary & development opportunities - Central office in Berlin (Ku'damm) - A strong team with a real mission in healthcare