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Core Responsibilities

Primary Functions

Manage the front-desk operations, including greeting patients, checking them in/out, managing the multi-line phone system, triaging appointment requests, and ensuring timely communication with clinical staff to maintain optimal patient flow and minimize wait times.

Oversee appointment scheduling and calendar optimization across multiple providers, coordinate block scheduling for procedures and emergencies, run daily and weekly schedule reports, and proactively reschedule cancellations to maximize production.

Verify patient insurance eligibility, benefits, and coverage prior to appointments, obtain pre-authorizations for procedures when required, document patient benefits in the chart, and communicate financial responsibility clearly to patients.

Prepare, submit, and audit electronic dental claims (including CDT codes when applicable), monitor claim status, follow up on denials and rejections, prepare appeals, and work with payers to resolve complex billing issues to reduce days in accounts receivable.

Collect patient co-pays, deductibles, and payments at the point of service, manage point-of-sale/payment terminal operations, set up payment plans or third-party financing when appropriate, and document all financial interactions in the practice management system.

Post insurance and patient payments accurately to individual accounts, reconcile daily payments against invoices and production, prepare and deposit daily bank deposits, and maintain accurate cash-handling and deposit logs.

Generate and analyze monthly financial reports, production and collections reports, accounts receivable aging reports, and key performance indicators (KPIs) for practice owners; present findings and recommend operational or financial improvements.

Manage accounts receivable collection activities including patient statements, follow-up calls, payment arrangements, third-party collection referrals, and coordination with credit agencies or legal counsel when necessary while maintaining compliance with collection laws.

Supervise, hire, onboard, schedule, and train front office staff, dental receptionists, and administrative assistants; conduct performance reviews, set goals, and coach staff on customer service, billing processes, and software workflows to maintain consistent service levels.

Maintain and audit patient records and electronic dental charts, ensure accurate demographic, medical history, and consent documentation, oversee digital imaging file management, and enforce records retention policies in compliance with HIPAA and state regulations.

Implement and enforce HIPAA privacy and security procedures for patient data, lead HIPAA training for staff, coordinate any breach responses when necessary, and work with IT to maintain secure systems and backups.

Ensure OSHA and infection control compliance in collaboration with clinical staff by maintaining logs, coordinating training, keeping SDS (Safety Data Sheets) up to date, and ensuring sterilization and safety protocols are documented and followed.

Coordinate with dental laboratories and external vendors for scheduling, tracking, and receipt of lab cases (crowns, bridges, dentures), verify lab invoices against work performed, and address any quality or timing issues to ensure treatment timelines are met.

Maintain office inventory and supply management including ordering dental supplies, clinical disposables, PPE, and office materials; negotiate with vendors for pricing and contracts and track inventory levels to minimize shortages and waste.

Administer practice management software settings and user access (Dentrix, Eaglesoft, Open Dental, Curve Dental, etc.), troubleshoot basic software issues, coordinate with IT or third-party support for complex problems, and lead data integrity audits.

Provide financial counseling to patientsexplain treatment fees, insurance estimates, alternative payment options, and assist with scheduling based on financial considerations while maintaining a compassionate and professional demeanor.

Coordinate referrals to and from specialists, confirm referral requirements and authorization, prepare and transmit necessary records and imaging, and follow up to ensure continuity of care and timely scheduling.

Oversee payroll timekeeping for administrative staff, verify timesheets, coordinate with external payroll providers or internal accounting, and assist with basic bookkeeping tasks as required by the practice.

Develop, implement, and update office policies and standard operating procedures (SOPs) to improve operational efficiency, patient satisfaction, and compliance; lead staff meetings to review changes and gather feedback.

Handle patient complaints and escalations with diplomacy, investigate issues, propose resolutions, document incidents, and follow up to ensure patient satisfaction and retention, while protecting the reputation of the practice.

Lead recall and reactivation campaigns via phone, email, and letters to improve preventive care compliance and patient retention; track campaign effectiveness and adjust m

Care Creek Dental

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