Front Desk Receptionist

Job Title: Front Desk Receptionist / Patient Coordinator
Job Summary
The Dental Clinic Front Desk Receptionist is responsible for providing excellent patient service, managing appointments, coordinating laboratory cases, handling administrative duties, and ensuring the smooth day-to-day operation of the clinic. This role acts as the primary liaison between patients, dental professionals, and dental laboratories.

Key Responsibilities
Patient Reception & Customer Service

• Welcome and assist patients in a professional and friendly manner.
• Check patients in and out for appointments.
• Answer phones, emails, and patient inquiries promptly.
• Handle patient concerns and route issues to the appropriate team members.
• Maintain a positive and professional reception environment.

Appointment & Schedule Management

• Schedule, confirm, and reschedule patient appointments.
• Send appointment reminders via phone, SMS, or email.
• Coordinate chairside schedules with dentists, specialists, and hygienists.
• Manage cancellations and optimize appointment availability.

Patient Records & Administrative Support

• Register new patients and update patient records.
• Maintain accurate electronic and paper records.
• Prepare patient documentation and treatment plans as required.
• Ensure compliance with patient confidentiality and data protection policies.
• Process payments and issue receipts.

Lab Work Management

• Coordinate all dental laboratory cases, including crowns, bridges, dentures, implants, aligners, and other prosthetic work.
• Prepare and dispatch laboratory cases with complete prescriptions and supporting documentation.
• Track laboratory cases and maintain an up-to-date lab case log.
• Monitor turnaround times and ensure cases are received before scheduled patient appointments.
• Communicate with dental laboratories regarding case status, modifications, remakes, and delivery schedules.
• Notify dentists of incoming and delayed laboratory work.
• Coordinate patient appointments based on laboratory completion dates.
• Verify that laboratory invoices and documentation are accurate and properly filed.
• Assist in maintaining quality control of laboratory work received.

Clinic Operations Support

• Maintain reception area cleanliness and organization.
• Monitor office and clinical supply inventory and communicate replenishment needs.
• Support office projects and operational initiatives.
• Facilitate communication between patients, clinicians, and external vendors.

Qualifications

• High School Diploma or equivalent; Associate Degree preferred.
• Previous experience in a dental clinic, medical office, or healthcare setting preferred.
• Knowledge of dental terminology and procedures is an advantage.
• Experience with dental practice management software preferred.
• Familiarity with dental laboratory procedures and workflows is desirable.

Required Skills

• Excellent customer service and interpersonal skills.
• Strong organizational and multitasking abilities.
• Effective verbal and written communication.
• Attention to detail and accuracy.
• Scheduling and coordination expertise.
• Ability to manage multiple laboratory cases simultaneously.
• Basic knowledge of insurance and billing processes.
• Proficiency in Microsoft Office and dental software systems.
• Ability to maintain confidentiality and professionalism.

Key Performance Indicators (KPIs)

• Patient satisfaction and service quality.
• Appointment scheduling accuracy.
• Timely insurance verification and payment collection.
• Accuracy of patient records.
• On-time laboratory case tracking and delivery.
• Reduction in missed, delayed, or incorrectly scheduled lab cases.
• Effective communication with patients, clinicians, and laboratories.

Reports To: Practice Manager / Clinic Administrator / Lead Dentist.