About us
The ReStore Dental Center of Hampton Roads is privately held professional healthcare organization that focus on providing quality and affordable dental and oral health care to all residents of the Greater Hampton Roads Metropolitan area.
ReStore Dental was founded in 2021 in effort to create a dental practice where all perceived barriers to quality dental and oral health care are removed. It is a core belief of ReStore Dental that quality and affordable dental care isn’t a luxury that is only afforded to some, but instead, it is a utility that is necessary for all.
The ReStore Dental Center of Hampton Roads, PC. is looking for a Receptionist to join our team!
LOCATED RIGHT IN THE HEART OF DOWNTOWN NORFOLK!!!
What we do:
At ReStore Dental, we provide a comprehensive range of services related to dental care and oral health care. Our main objective is to provide a high-quality service experience for our patients. We are also dedicated to developing the professional skills of our staff
Dental Front Desk Lead / Patient Care Coordinator
Reports To: Practice Administrator / Office Manager / Dentist
The Dental Front Desk Lead / Patient Care Coordinator is a key leadership position responsible for creating an exceptional patient experience while ensuring the front office operates efficiently, professionally, and consistently. This position serves as the primary point of contact for patients and provides leadership, guidance, and support to the front-desk team.
The Front Desk Lead / Patient Care Coordinator oversees patient scheduling, check-in and check-out, treatment coordination, insurance and financial communication, patient follow-up, and daily front-office workflow. The ideal candidate is highly organized, compassionate, confident, detail-oriented, and able to balance outstanding customer service with the operational needs of the dental practice.
Essential Responsibilities:
Patient Experience & Care Coordination
- Welcome patients warmly and professionally and create a positive, comfortable experience from arrival through departure.
- Serve as a primary point of contact for patients regarding appointments, treatment plans, financial questions, and general office needs.
- Establish strong relationships with patients and demonstrate genuine concern for their needs and overall experience.
- Clearly communicate recommended treatment, appointment expectations, financial responsibilities, and next steps.
- Coordinate treatment appointments and help patients understand the sequence and timing of recommended care.
- Follow up with patients who have unscheduled treatment, missed appointments, or outstanding care needs.
- Assist patients with questions or concerns and resolve issues professionally and promptly.
- Maintain patient confidentiality and comply with HIPAA and practice privacy policies.
Scheduling & Practice Flow
- Manage the appointment schedule efficiently to maximize provider productivity while maintaining an excellent patient experience.
- Schedule, confirm, reschedule, and cancel appointments according to practice protocols.
- Monitor the daily schedule and proactively identify opportunities to fill cancellations and optimize production.
- Coordinate appointments requiring multiple providers, procedures, or extended treatment time.
- Maintain accurate patient information, appointment notes, and treatment-related documentation in the practice management system.
- Help ensure smooth communication between the front office, clinical team, providers, and patients.
Insurance & Financial Coordination
- Verify and review patient insurance benefits as applicable to the practice.
- Communicate estimated patient portions, treatment costs, payment expectations, and available financial options.
- Present treatment plans and financial information clearly, accurately, and compassionately.
- Collect copayments, balances, deductibles, and other patient payments at the appropriate time.
- Monitor outstanding patient balances and assist with appropriate follow-up.
- Work with insurance companies and internal team members to resolve benefit or claim-related questions.
- Maintain a strong understanding of dental insurance terminology, benefits, limitations, and common patient questions.
Front Office Leadership
- Responsible for coordinating and leading daily morning huddles
- Serve as the lead resource and role model for front-desk team members.
- Help train and onboard new front-office employees.
- Provide ongoing coaching and support related to scheduling, patient communication, phone etiquette, collections, and office procedures.
- Help establish and maintain consistent front-office systems and workflows.
- Assist with delegation of daily front-office responsibilities.
- Monitor front-desk performance and identify opportunities for improved efficiency and patient service.
- Promote teamwork, professionalism, accountability, and a positive office culture.
- Step in to assist with front-desk responsibilities during staffing shortages or high-volume periods.
Communication
- Answer incoming calls promptly and professionally.
- Return patient calls and messages in a timely manner.
- Communicate effectively with doctors, hygienists, dental assistants, and administrative team members.
- Maintain professional, positive, and compassionate communication with patients, even in challenging situations.
- Protect patient privacy and ensure sensitive information is communicated appropriately.
Administrative Responsibilities
- Ordering front office supplies
- Maintain accurate patient records and demographic information.
- Process new patient paperwork and ensure required information is complete.
- Assist with daily opening and closing procedures.
- Maintain an organized and professional reception area.
- Assist with daily reports, deposits, reconciliation, and other administrative duties as assigned.
- Follow all practice policies, procedures, regulatory requirements, and safety standards.
- Participate in staff meetings, training, and continuing education as requested.
Leadership Expectations
The Front Desk Lead / Patient Care Coordinator is expected to:
- Lead by example in professionalism, communication, reliability, and patient service.
- Take ownership of front-office responsibilities and follow through on commitments.
- Maintain a calm, solution-oriented approach during busy or challenging situations.
- Hold themselves and the front-office team accountable to established standards.
- Identify problems proactively and recommend practical solutions.
- Support the practice's goals for patient retention, treatment acceptance, scheduling efficiency, and financial performance.
- Contribute to a positive, respectful, and collaborative team environment.
Qualifications Required
- Previous dental front-office experience.
- Strong knowledge of dental scheduling and patient management.
- Excellent verbal and written communication skills.
- Strong organizational and time-management abilities.
- Ability to multitask and prioritize in a fast-paced environment.
- Professional, friendly, and patient-focused demeanor.
- Strong attention to detail and accuracy.
- Ability to handle confidential patient and financial information appropriately.
- Comfortable discussing treatment and financial information with patients.
Preferred
- Previous experience in a lead, senior, coordinator, or supervisory dental office role.
- Experience with dental practice management software - Dentrix Ascend.
- Experience with dental insurance verification and benefit coordination.
- Experience presenting treatment plans and discussing financial arrangements.
- Knowledge of dental terminology and common procedures.
- Experience with accounts receivable or patient collections.
Core Competencies
- Patient-centered service
- Leadership and accountability
- Communication
- Organization and attention to detail
- Scheduling and time management
- Problem solving
- Conflict resolution
- Teamwork
- Financial communication
- Treatment coordination
- Professionalism
- Reliability and follow-through
Performance Expectations
Success in this position will be measured by the individual's ability to:
- Deliver consistently excellent patient service.
- Maintain an accurate and productive schedule.
- Support strong patient retention and treatment follow-through.
- Communicate treatment and financial information effectively.
- Maintain accurate patient and insurance information.
- Support front-office efficiency and team performance.
- Demonstrate leadership and accountability.
- Contribute to a positive and professional practice culture.
Physical & Work Environment
This position is primarily performed in a dental office/reception environment and requires the ability to sit and stand for extended periods, communicate effectively by telephone and in person, use computers and office equipment, and occasionally assist with general office tasks.
Disclaimer
This position description is intended to describe the general nature and level of work performed in this position. It is not intended to be an exhaustive list of all responsibilities, duties, or qualifications. Responsibilities may be modified as needed to meet the operational and patient-care needs of the practice.
Job Type: Full-time
Pay: $23.00 - $26.00 per hour
Benefits:
- Dental insurance
- Employee discount
- Free parking
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Experience:
- Dental : 1 year (Required)
- Office: 1 year (Required)
Ability to Commute:
- Norfolk, VA 23510 (Required)
Ability to Relocate:
- Norfolk, VA 23510: Relocate before starting work (Required)
Work Location: In person
