Patient Experience Coordinator

About Us:

We are Annapolis Orthodontics, a doctor-owned, single-location practice dedicated to the wonderful community of Annapolis. Our front desk is the first impression of the practice, and we're looking for a Patient Experience Coordinator who takes pride in making patients and parents feel known from the moment they walk in. If this sounds like you, we'd love to talk.

Role Mission:

You'll be the person who notices a patient's name on the morning schedule, remembers it when they walk through the door, and looks up from the computer to greet them with a smile. You'll do that while the phone is ringing, the schedule is full, and a parent is waiting with a question, and you'll stay calm through all of it. When a family leaves feeling like we know them, you've done your job well.

Who We Are Looking For:

You don't need dental experience for this role. We'd especially like to hear from people who have built their careers in high-end hospitality, at a private or yacht club, a luxury hotel or spa, or in fine dining, and we welcome executive support professionals and candidates from dental or medical offices too. We'll train you on our software, our scheduling, and the orthodontic side of things.

What matters most to us is how you treat people, how you handle pressure, and how you organize your work. You remember names and details, you follow through on what you say you'll do, and you notice what needs doing before anyone asks. You carry yourself with polish, you're easy to talk to with kids and adults alike, and you stay composed when a patient or parent is frustrated.

Responsibilities & Expectations

Patient Experience:

• Greet every patient and parent by name and keep check-in and check-out moving smoothly.
• Answer phones and respond to voicemails, emails, and messages promptly and warmly.
• Handle a frustrated patient or parent calmly and bring in the right teammate when needed.

Scheduling & Front Office:

• Schedule and confirm appointments and follow up on missed visits.
• Work closely with Dr. Langguth and the clinical team, flagging schedule issues early so the day stays on track.
• Keep the front office clean, stocked, and organized.

Financial Coordination:

• Verify insurance benefits for upcoming patients.
• Process patient payments accurately and answer basic billing questions with the same warmth as everything else.

Compliance:

• Follow HIPAA, OSHA, and all applicable federal, state, and local regulations.

Additional duties may be assigned at employer’s discretion.

Required Experience & Skills

Required:

• At least 1 year of experience in high-end hospitality, executive support, or a dental or medical office (2+ years preferred).
• Comfort learning new software and working across several computer systems at once.
• High school diploma or equivalent.

Preferred:

• Experience at a private club, luxury hotel, spa, or concierge desk.
• Experience with a scheduling or reservation system.
• Experience in a dental or medical office.

Skills:

• Clear, warm communication with children, parents, and teammates.
• Composure under pressure and professional handling of an occasional frustrated patient or parent.
• A strong memory for names and details, with consistent follow-through.

Physical and Environmental Requirements:

• May be required to lift up to 30 lbs.
• Active movement throughout the day.

Benefits/Perks:

• 3-day work week (Monday, Tuesday, and Thursday), 7:45am - 4:15pm
• In-person at our Annapolis office
• 401K
• Uniforms provided
• Continuing education
• A fun, positive, and supportive environment

Before You Apply:

This role spends most of the day in conversation with patients, parents, and our team, and the computer work fits in around them. If you love people, stay composed when the day gets busy, and enjoy being the one who keeps everything running smoothly, we want to hear from you.

Next Steps for Applicants:

Send your resume with a short note, a paragraph or two, about a time you made a guest or client feel remembered. Tell us what you noticed, what you did, and how they responded. If your background is a fit, we'll reach out by email to schedule a virtual call.