Online Chat Support Representative

Online Chat Support Representative - Remote | InterDent Corporation Service

Location: Remote - United States
Job Type: Full-Time/Part-Time
Department: Patient & Practice Support
Schedule: Monday - Friday. Weekend and evening shifts may be required based on business needs

About InterDent Corporation Service
InterDent Corporation Service supports affiliated dental practices across the U.S. by providing the business and operational infrastructure they need to deliver quality patient care. Our Patient & Practice Support team is committed to fast, friendly, and accurate service. As a remote Chat Support Representative, you’ll be the first line of support for patients and practice staff via online chat.

Position Overview
The Online Chat Support Representative is responsible for providing real-time assistance to patients and dental practice staff through live chat. You will answer questions, troubleshoot issues, and coordinate with internal teams to ensure timely resolutions. This role is ideal for someone who is tech-savvy, empathetic, and thrives in a fast-paced remote environment.

Key Responsibilities
- Live Chat Support: Respond to incoming chat inquiries from patients and practice staff in a professional, timely, and empathetic manner
- Issue Resolution: Address questions related to appointments, billing, insurance, patient portals, and general practice operations. Troubleshoot basic technical issues
- Documentation: Accurately document all interactions, resolutions, and follow-up actions in the CRM and ticketing system
- Escalation & Coordination: Escalate complex issues to the appropriate department - Billing, Scheduling, IT, or Practice Management - and follow through to resolution
- Product & Policy Knowledge: Maintain up-to-date knowledge of InterDent supported practices, services, policies, and HIPAA compliance requirements
- Customer Experience: Deliver excellent customer service that reflects InterDent’s commitment to professionalism and patient care
- Performance Metrics: Meet or exceed KPIs for response time, resolution time, customer satisfaction, and chat volume
- Continuous Improvement: Provide feedback to improve chat scripts, FAQs, and support processes

Qualifications
- Education: High School Diploma or GED required. Associate’s degree or customer service certification preferred
- Experience: 0-1+ years of customer service, chat support, or call center experience. Healthcare, dental, or insurance experience is a plus
- Technical Skills:
- Proficient in typing: 50+ WPM with accuracy
- Comfortable with CRM software, live chat platforms, and Microsoft Office Suite

- Core Skills:
- Excellent written communication and grammar
- Strong multitasking and problem-solving abilities
- Empathy, patience, and professionalism when handling sensitive inquiries
- Ability to maintain confidentiality and adhere to HIPAA regulations
- Self-motivated and able to work independently in a remote setting

What We Offer
- Competitive hourly rate: $20.00 - $25.00 per hour based on experience
- Full benefits: Medical, dental, vision, and life insurance
- 401(k) with company match
- Paid training and ongoing professional development
- Paid time off and company holidays
- 100% Remote position with flexible scheduling options