Front Desk & Treatment Plan Coordinator

At our elite, technology-driven dental practice, the Front Desk & Treatment Plan Coordinator plays a dual role as the first point of contact for patients and a key facilitator in guiding them through their treatment journey. This professional ensures a seamless, five-star patient experience from the first phone call to treatment completion by combining front office excellence with strategic treatment planning and financial coordination.

This role requires exceptional customer service, strong organizational skills, dental knowledge, and the ability to manage a fast-paced, high-performance environment while maintaining warmth and professionalism.

Reports To: Office Manager or Regional Dental Manager

Key Responsibilities:

• Greet and check in all patients with professionalism and a positive attitude.
• Answer incoming calls, respond to inquiries, and manage high-volume scheduling using practice management software.
• Confirm, reschedule, and cancel appointments in alignment with the provider’s production goals.
• Maintain an organized and welcoming reception area.
• Ensure HIPAA compliance when managing patient records and communications.
• Collect and process co-pays, payments, and maintain accurate financial records.
• Open and close the office daily, manage mail, and assist with front office administration.

• Act as the primary point of contact for new patient leads and existing patients with pending treatment.
• Schedule comprehensive evaluations and gather medical and dental histories prior to the provider’s consultation.
• Present treatment plans clearly, ensuring patients understand procedures, timelines, and financial responsibilities.
• Review insurance coverage, verify benefits, and estimate out-of-pocket costs prior to treatment.
• Offer third-party financing options and in-house payment plans following office policies.
• Follow up with patients via phone, text, and email to secure case acceptance and maintain patient engagement.
• Upload all treatment plans, scanned documents, consents, and insurance breakdowns into the patient’s e-record.

• Manage inbound leads from social media, website, marketing platforms, and walk-ins.
• Convert 50% or more of qualified leads into accepted treatment cases.
• Track lead status, follow-ups, and treatment progress in the designated CRM or dental software.
• Participate in morning huddles to strategize daily goals and discuss lead conversion metrics.

• Minimum 2 years of dental front office or treatment plan coordination experience (required).
• Knowledge of dental terminology, ADA codes, and insurance processes (PPO, Medicare Advantage).
• Experience with Open Dental or similar practice management software.
• Excellent communication skills (verbal and written) in English; bilingual Spanish is a plus.
• Strong organizational skills with attention to detail and the ability to multitask efficiently.
• Professional appearance and demeanor consistent with a high-end clinical environment.
• Confidence presenting large treatment cases and offering financial solutions.
• Must be reliable, compassionate, and goal-oriented.

• Lead Conversion Rate: Minimum 50% monthly.
• Case Acceptance Goal: Meets or exceeds monthly treatment plan goals.
• Schedule Optimization: Maintains full provider schedules with minimal cancellations.
• Patient Experience: Consistently receives positive patient feedback and satisfaction ratings.
• Documentation Accuracy: 100% compliance with charting, scanning, and treatment recording.