Role: Front Desk Coordinator, reporting to the General Manager
This role combines front office management with treatment plan coordination, ensuring smooth daily operations, clear communication, and outstanding service. As the first point of contact, will manage scheduling, present treatment and financial options, and support patients throughout their visit, all while maintaining a welcoming and professional environment.
Responsibilities:
Patient Experience & Communication
- Greet and check in patients warmly and professionally.
- Act as a liaison between patients and the clinical team to ensure understanding of next steps and treatment value.
- Answer and manage phone calls, voicemails, emails, and text messages promptly.
- Make confirmation calls and follow up on no-shows or cancellations.
- Ensure patients feel informed, safe, and supported at all times.
Treatment Plan Presentation
- Prepare and present treatment plans in a clear and compassionate manner.
- Explain procedures, timelines, outcomes, and associated costs.
- Discuss financial options including insurance coverage, third-party financing, membership and payment plans.
- Document all treatment and financial conversations accurately in the system.
- Follow up unscheduled treatment previously presented
Front Desk Operations
- Maintain a clean, organized, and welcoming front office and lobby area.
- Manage the daily schedule efficiently to reduce gaps and optimize flow.
- Collect payments and schedule follow-up appointments during check-out.
- Ensure all required patient forms and documents are completed, scanned, and stored correctly.
- Support administrative duties such as scanning, chart preparation, and record keeping.
- Work hand by hand with Operations Manager to ensure a smooth operation in the dental office.
Insurance & Verification
- Verify insurance benefits for all patients at least 48 hours before their appointments.
- Complete Verification of Insurance (VOI) and input accurate coverage information in the system.
- Scan and store patient IDs, insurance cards, and required documentation daily.
This role requires a team-first mindset. All team members are expected to collaborate and assist in other roles when necessary to ensure smooth daily operations and exceptional patient care.
Requirements:
- Minimum 1 year of experience in dental front desk, treatment coordination, or similar role.
- Understanding of dental procedures, terminology, and insurance basics.
- Experience with dental practice software (Curve Dental, Open Dental, Dentrix, or similar).
- High school diploma or equivalent (Associate’s degree preferred).
- Bilingual: Spanish/English or Portuguese/English preferred.
Key Skills:
- Excellent interpersonal and communication skills.
- Confident presenting treatment and financial plans with empathy.
- Strong organizational skills and attention to detail.
- Ability to multitask and remain calm under pressure.
- Team-first mindset, adaptable and willing to support various roles when needed.
- Tech-savvy and quick to learn dental software and systems.
Results/KPIs:
Treatment Plan Acceptance Rate
- ≥ 75% of presented treatment plans are accepted and scheduled.
Schedule Optimization & Productivity
- Maintain schedule utilization rate at ≥ 90%.
Insurance Verification Accuracy
- 100% of insurance verifications completed and uploaded at least 48 hours prior to the appointment.
No-Show & Cancellation Recovery
- Reschedule ≥ 80% of no-show/cancellation patients within 1 week.
Patient Payment Collection
- Collect ≥ 95% of due balances at check-out.
Phone Response Rate & Call Handling
- Answer ≥ 90% of incoming calls within 3 rings and return voicemails/texts within 1 business day.
Chart Accuracy & Documentation
- 100% of patient charts updated daily with correct treatment notes, insurance info, and signed consents.
Patient Satisfaction
- Maintain average patient satisfaction scores (via internal surveys or Google/Yelp reviews) of 4.8/5 or above.
Remuneration:
- Competitive hourly rate based on experience.
- Bonus potential based on office performance and patient satisfaction.
- Benefits may include health insurance, paid time off, and professional development opportunities.