CONCIERGE PHONE TEAM MEMBER

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. Why Join ROOT? • Competitive compensation (base + performance incentives). • Complimentary or discounted services. • Opportunities for professional growth in a rapidly expanding industry. • A supportive and collaborative team environment. • We pride ourselves on delivering exceptional care and patient experiences from the very first call. • As a New Patient Concierge, you'll be a key part of a dynamic, supportive team that values collaboration, efficiency, and empathy. • Your work helps set the tone for long-lasting patient relationships and contributes directly to the growth and success of our practice.