[Hiring] Concierge Phone Team Member @ROOT Periodontal and Implant Centers

Role Description

As the first point of contact for new patients, referring providers, and vendors, you will play a critical role in ensuring a smooth, efficient, and welcoming onboarding experience. Your ability to multitask, communicate clearly, and maintain data integrity across platforms is essential to the success of our team and patient satisfaction.

Responsibilities:

• Patient Onboarding & Scheduling:
  • Schedule all new patient appointments based on provider availability and location-specific schedules.
  • Understand and maintain knowledge of all 7 practice locations, including the providers who attend each office and their schedules.
  • Promptly respond to and manage incoming phone calls, online inquiries, and text messages from potential patients, existing patients, referring offices, and vendors.
  • Conduct outbound calls to follow up on referrals, online appointment requests, and other leads to convert them into new patients.
  • Gather and accurately document patient demographic information, referring dentist, reason for visit, and insurance details.
  • Provide basic information about our services, office locations, providers, and what patients can expect during their first visit.
• Data Entry & System Management:
  • Enter and maintain all patient information in CareStack and the Referral Lab platform — ensuring both systems are always in sync and up to date.
  • Regularly audit new patient schedules to confirm all necessary records, referrals, x-rays, and insurance details have been received and correctly imported.
  • Manage daily follow-up tasks in Referral Lab to ensure timely communication and efficient processing of patient leads.
• Referral & Office Coordination:
  • Build and maintain strong relationships with referring dental offices through professional communication and timely follow-ups.
  • Add new referring offices to the Referral Lab and immediately notify the marketing team via email for relationship-building and follow-up.
  • Assist in monitoring referral trends and help identify opportunities for outreach or improvement.
• Additional Duties May Include:
  • Participate in team meetings and provide feedback to improve workflows.
  • Support other front office staff during peak times or staff absences.
  • Stay up to date on insurance changes, provider schedules, and procedural offerings to better assist patients.
  • Maintain confidentiality and compliance with HIPAA and company policies.

Qualifications

• Strong communication skills, both verbal and written.
• Exceptional phone presence with a professional and friendly demeanor.
• High attention to detail and organizational skills.
• Previous experience in dental or medical front office setting preferred.
• Familiarity with CareStack, Referral Lab, or similar platforms is a plus.
• Self-motivated and team-oriented with the ability to adapt to a fast-paced environment.
• Tech-savvy and comfortable navigating multiple platforms and software systems.
• Strong relationship-building skills.
• Ability to work independently.
• Proficiency in Microsoft Office.
• Professional, approachable, and confident in representing the practice in the community.

Benefits

• Competitive compensation (base + performance incentives).
• Complimentary or discounted services.
• Opportunities for professional growth in a rapidly expanding industry.
• A supportive and collaborative team environment.