The CX Coordinator supports scheduling operations, member experience, and administrative workflows for a US-based dental healthcare organization. This role owns daily schedule management, resolves member concerns, manages appointment disruptions, and delivers a high-touch, white-glove experience.

Key Responsibilities

Scheduling & Operations

• Own and proactively manage next-day schedules across studios.
• Fill open appointment slots and optimize provider utilization.
• Ensuring smooth schedules by resolving overlaps, gaps, and scheduling conflicts.
• Coordinate rescheduling due to clinician absences, double bookings, operational changes, and same-day disruptions.
• Manage same-day member cancellations and appointment changes.
• Contact members by phone, text, or email regarding scheduling updates.

Member Experience

• Assist white-glove members in finding appointments that are not available through the online booking portal.
• Provide personalized scheduling support and appointment coordination.
• De-escalate member concerns and deliver exceptional customer service during scheduling disruptions.
• Communicate with affected members when clinicians call out and coordinate rescheduling.

Escalations & Support

• Resolve complex membership, account, and login issues.
• Investigate account discrepancies, duplicate records, and contact information problems.
• Serve as a point of escalation for challenging member situations.
• Maintain and organize shared inboxes, ensuring timely follow-up and resolution.

Qualifications

• 2+ years of experience in Executive Assistant, Scheduling Coordinator, Customer Support, Healthcare Operations, or a related role.
• Strong communication, organization, and problem-solving skills.
• Ability to handle escalations with empathy, professionalism, and urgency.
• Experience in healthcare, dental, or membership-based services preferred.
• Comfortable working in a fast-paced, customer-focused environment.

Peak Support and our Work-from-Home PLUS model

At Peak Support, we are dedicated to providing exceptional service to our clients and an exceptional work environment for our team members.

We don’t do this with ping pong tables or video games. We do it by creating a positive, encouraging and performance-driven culture that enables our team members to build rewarding, long-term careers. We’re proud that our Glassdoor rating of 4.5 is the highest in the Business Process Outsourcing industry.

Peak Support offers all the convenience of working from home, with the benefits of working for an established organization with an exceptional team and tremendous opportunities for growth. Peak Support has been 100% remote since day one, so we have built a culture and a set of processes that support the success of our remote team members.

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