Front Desk Manager

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 en-suring the smooth day-to-day operation of the clinic. This role acts as the primary liaison between patients, dental professionals, and dental laboratories.

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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.

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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 docu-mentation.

• Track laboratory cases and maintain an up-to-date lab case log.

• Monitor turnaround times and ensure cases are received before scheduled patient ap-pointments.

• 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.

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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.

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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.

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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.