Front Desk Team Leader

Overview:

The Front Desk Manager in a pediatric dental office is responsible for ensuring smooth and efficient operations at the front desk, creating a positive first impression for patients and their families. The manager oversees all front-office activities, including patient scheduling, communication, check-in/check-out processes, and managing administrative tasks, all while maintaining a friendly, organized, and efficient environment in a fast-paced facility. This role is crucial for delivering exceptional customer service and supporting the overall operations of the dental practice.

Required Qualifications:

• Education: High school diploma or equivalent required. Associate’s degree in office management or related field preferred.
• Experience: Minimum of 2-3 years of experience in a dental office, with at least 1 year in a managerial or supervisory role.
• Skills:
• • Excellent interpersonal and communication skills, especially with children and families.
  • Strong organizational and multitasking abilities.
  • Proficiency with Open Dental software, EHR systems, and Microsoft Office365.
  • Basic knowledge of dental terminology, insurance processing, and billing practices.
  • Ability to handle sensitive and confidential information with discretion.
  • Strong problem-solving skills and ability to remain calm under pressure.

Preferred Certifications:

• BLS/CPR certification through the American Heart Association
• Active Shooter Certification
• Preventative Workplace Harassment
• HIPAA
• OSHA
• Human Trafficking
• Any office accreditation certificate

Key Responsibilities:

• Patient Interaction & Customer Service:
• • Greet patients and their families warmly upon arrival.
  • Answer phone calls, emails, and messages, providing accurate information about services, office hours, and policies.
  • Handle patient inquiries, resolve issues, and ensure a positive experience.
  • Manage patient flow in the office, ensuring appointments are kept on schedule.
• Appointment Scheduling & Coordination:
• • Schedule, reschedule, and confirm patient appointments in a timely manner.
  • Coordinate with dental providers to ensure optimal scheduling based on patient needs and provider availability.
  • Send appointment reminders via phone, email, or text.
  • Manage cancellations and no-shows and implement strategies to minimize disruptions to the schedule.
• Patient Records & Documentation:
• • Ensure accurate collection of patient information, including insurance details, medical history, and consent forms.
  • Update and maintain patient records in the electronic health record (EHR) system.
  • Process new patient intake forms and update existing patient information.
  • Prepare patient charts for daily appointments.
• Billing & Insurance:
• • Verify patient insurance information and coverage details.
  • Assist patients with understanding their insurance benefits and co-pays.
  • Process billing inquiries and resolve any payment issues.
  • Submit insurance claims and follow up on outstanding claims or denials.
  • Handle patient payments, including co-pays, balances, and other charges.
• Administrative & Office Support:
• • Supervise the front desk team, providing training, guidance, and support as needed.
  • Monitor office supplies and maintain inventory for the front office.
  • Ensure the office area is clean, organized, and welcoming at all times.
  • Maintain patient confidentiality and ensure HIPAA compliance.
• Team Collaboration:
• • Work closely with the dental team, including dentists, dental hygienists, and assistants, to ensure seamless patient care.
  • Participate in team meetings and contribute to improving office workflows and patient satisfaction.
  • Communicate effectively with staff to relay important patient information or updates.