Dental Lab Office Administrator

Role Summary

The Dental Lab Office Administrator serves as the central coordination point for all front-office operations, client communication, and case intake across the laboratory. As the first point of contact for restorative offices, surgeons, and referring practices, the Office Administrator must demonstrate a strong customer-service–focused approach that ensures every interaction is handled with professionalism, clarity, and timely follow-through.

This position manages the full lifecycle of incoming work each day, beginning with the intake of IOS scans, courier deliveries, and UPS shipments, and ensures that all digital and analog cases are accurately received, reviewed, entered into the dental lab management software, and routed to the proper department. By maintaining precise documentation, clear labeling, and organized case flow, the Office Administrator supports the efficiency, accuracy, and consistency of the entire production process. Additional duties include preparing delivery bags, packaging outgoing shipments, generating shipping reports, and assisting with pre-invoicing and billing accuracy.

Throughout the day, the Office Administrator responds to phone calls, emails, and client inquiries, providing timely updates on case status, scheduling, shipping, and diagnostic needs. The position coordinates GoTo case review meetings, assists with scheduling surgical conversion and photogrammetry appointments, and follows up with offices to obtain missing prescriptions, shade information, implant details, or digital files necessary to move cases forward.

Internally, the Office Administrator collaborates closely with Digital Support, Model Production, CAD/CAM, Ceramics, Quality Control, and Operations leadership to align production schedules and ensure all departments receive cases with complete and accurate information. The role also supports administrative processes such as AP/AR preparation, matching invoices to packing slips, posting payments, updating statements, and assisting with account inquiries, providing essential checks and balances within the office.

The Office Administrator’s ability to manage multiple priorities, maintain organized workflows, and uphold consistent communication directly impacts the lab’s daily operations and overall client experience. By guiding the flow of information, materials, and communication throughout the lab, this position ensures a smooth, predictable, and professional workflow that supports both internal team performance and long-term client satisfaction.

Core Responsibilities

Client Relations & Service Support

• Serve as the first point of contact for restorative dentists, surgeons, coordinators, and referring practices
• Provide courteous, professional assistance through phone calls, emails, and timely follow-ups
• Assist with new client onboarding by sending pricing sheets, client information forms, waivers, and introductory materials
• Maintain proactive communication with offices regarding case requirements, timelines, documentation, or additional records needed
• Document all client interactions in the appropriate systems to ensure accuracy, continuity, and accountability
• Support offices with questions related to turnaround times, scheduling, shipping, case status, materials, and procedural requirements

Case Intake, Review & Data Entry

• Manage the full intake process for all inbound cases, including IOS scans, courier deliveries, UPS shipments, and inter-lab transfers
• Review all cases for completeness (impressions, bites, implant parts, photos, digital files, etc.)
• Enter case information into the dental lab management software with accurate details for doctor, due date, shade, implant platform, notes, and requested services
• Label, organize, and route cases to the correct department (Model Production, CAD/CAM, Ceramics, QC, etc.)
• Follow established protocols for surgeon-scanned cases, reference scans, multi-step treatments, and cases requiring additional restorative prescriptions
• Communicate with offices as needed to clarify case requirements, resolve missing information, or support intake accuracy.

IOS Case Management

• Retrieve IOS cases from all scanner portals (iTero, Trios, Medit, Dexis, CareStream, etc.)
• Verify case information including material, shade, tooth numbers, case type, and surgeon/restorative involvement
• Request missing prescriptions, shade details, implant data, or digital records required for accurate case entry
• Process “scan and review” requests and route appropriately based on case needs
• Maintain accuracy and clarity in case notes to support downstream production teams

Analog Case Intake & Organization

• Inspect physical case submissions to identify impressions, bites, study models, implant components, and removable/denture elements
• Sort cases into the correct color-coded pans following standardized lab protocols
• Ensure all materials are sanitized, properly labeled, and complete before routing
• Identify missing or unclear case components and contact offices to resolve discrepancies

Scheduling, Coordination & Meeting Support

• Schedule and coordinate GoTo case review meetings, including meeting creation, link distribution, calendar management, and follow-up
• Assist with scheduling surgical conversion appointments, final record-taking appointments, photogrammetry (PIC) scans, and prototype appointments
• Communicate with surgeons’ coordinators to confirm logistics, implant parts needed, and documentation
• Manage and update the lab calendar, noting appointments, case reviews, and delivery deadlines
• Follow up on missing records, prescriptions, or documents needed to keep cases moving through production

Packaging, Shipping & Delivery Coordination

• Prepare delivery bags for local routes, ensuring invoices, models, guides, and components are packaged securely
• Prepare UPS, FedEx, and inter-lab shipment boxes following lab safety and packaging standards
• Create daily shipping reports and communicate with Texas/Florida labs regarding inbound and outbound case transfers
• Maintain organized inventories of delivery bags, shipping boxes, bubble wrap, clamshells, and labeling materials
• Verify all required components, attachments, guides, parts, and documentation are included prior to shipping or delivery.

AP/AR & Administrative Support

• Match packing slips to invoices and assist with reconciling supply orders with Operations
• Support pre-invoicing by verifying that billed services match production outputs and case notes
• Assist with preparing statements, processing payments, posting transactions, and updating account balances
• Identify and escalate discrepancies in billing, pricing, components, or case charges
• Assist with account-related client inquiries, providing accurate and timely information

Cross-Department Collaboration

• Work closely with Model Production, Digital Support, CAD/CAM, Ceramics, QC, and Operations leadership to maintain workflow alignment
• Communicate case details, missing information, or required follow-up clearly and promptly
• Escalate urgent, unclear, or complex cases to appropriate team members or leadership
• Offer administrative and case flow support during high-volume periods

Workplace Engagement

• Maintain a clean, organized, and professional front office and case-intake area
• Check and respond to internal messages via company email, Gusto, or designated platforms
• Submit updates, forms, or documentation as requested
• Maintain respectful, prompt communication with supervisors and teammates
• Stay informed through Gusto announcements, team updates, and lab-wide communications
• Participate in and complete required trainings as assigned for the role
• Review, understand, and adhere to policies outlined in the company handbook

Qualifications

• Strong customer service and client relations skills, with the ability to manage time-sensitive requests, urgent clinical office inquiries, and last-minute case needs calmly and professionally
• Skilled in professional communication with dental office staff, restorative clinicians, surgeons, and internal departments
• Highly detail-oriented with strong organizational, documentation, and labeling habits
• Ability to follow written protocols, standard operating procedures, and multi-step case workflows
• Ability to schedule meetings, coordinate appointments, and manage multi-department calendars efficiently
• Strong foundational knowledge of dental terminology, case components, and general dental laboratory or clinical workflows
• Ability to identify implant components, platforms, and restorative parts, or willingness to learn and reach competency quickly
• Ability to review digital scans and physical cases with accuracy and attention to detail, identifying missing information, implant components, or prescription requirements
• Comfort using IOS scanner portals (iTero, Trios, Medit, Dexis, CareStream) and managing digital case intake processes
• Proficient in Google Workspace (Docs, Sheets, Gmail), Microsoft Office, and digital file management; ability to learn new software quickly, experience with Evolutions strongly preferred (or similar dental lab management software)
• Team-oriented with a positive, adaptable attitude and strong follow-through
• Commitment to confidentiality, HIPAA compliance, professionalism, and ethical conduct
• Coursework or certification in dental assisting, dental administration, dental office technology, or healthcare administration preferred but not required

Compliance & Safety Standards

• Follow all laboratory health, safety, and infection-control protocols, including proper PPE usage and safe handling of incoming cases, impressions, and materials
• Maintain a clean, organized, and hazard-free front office, intake area, and packaging workspace in accordance with OSHA and internal lab standards
• Uphold patient confidentiality and data protection in full compliance with HIPAA regulations and lab privacy policies
• Ensure digital records, IOS files, prescriptions, photos, and case documentation are securely stored, transferred, and accessed only through approved systems
• Follow all case intake protocols related to sanitization, handling of impressions, inspection of materials, and routing to appropriate departments
• Participate in all required safety, compliance, HIPAA, and workflow training sessions
• Use all materials, tools, equipment, and packaging supplies in accordance with manufacturer guidelines and internal best practices
• Adhere to proper ergonomic and safety practices when lifting case pans, packaging shipments, or handling deliveries
• Comply with all internal policies outlined in the employee handbook, including professional appearance, communication standards, and conduct expectations
• Immediately report any safety concerns, damaged materials, missing components, or workflow issues to Operations leadership
• Ensure all inter-lab shipments and local delivery cases are packaged according to lab safety standards to prevent damage and maintain compliance when transporting patient-related materials.

Pay: $55,000.00 - $65,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• On-the-job training
• Opportunities for advancement
• Paid time off
• Vision insurance

Work Location: In person

Salary : $55,000 - $65,000