VSM Management

Dental Office Front Desk Team Job Description & Expectations

The Front Desk Team is the first and last impression of our dental office. This role is responsible for creating a

welcoming patient experience while maintaining efficient office operations, accurate scheduling, insurance verification,

financial communication, and strong teamwork throughout the practice.

Patient Experience & Customer Service

• Greet all patients warmly and professionally

• Answer phones promptly and courteously

• Maintain a positive, calm, and helpful attitude with patients and team members

• Assist patients with questions regarding appointments, treatment, insurance, and financial arrangements

• Ensure patients feel valued, heard, and cared for during every interaction

• Handle difficult situations professionally and escalate concerns appropriately when needed

Scheduling Responsibilities

• Schedule patient appointments efficiently and accurately

• Understand provider scheduling preferences and production goals

• Help maintain productive schedules with minimal downtime

• Confirm appointments through calls, texts, and emails

• Work unscheduled treatment lists and overdue recall lists daily

• Assist with filling cancellations and reducing no-shows

• Schedule treatment according to doctor and hygiene recommendations

• Coordinate specialty referrals and follow-up appointments as needed

• Review upcoming schedules for accuracy and completeness

Insurance Verification & Financial Coordination

• Verify dental insurance benefits prior to appointments

• Confirm eligibility, frequencies, deductibles, remaining maximums, waiting periods, downgrades, exclusions, and

coordination of benefits

• Enter accurate insurance information into the practice management software

• Communicate estimated patient portions clearly and professionally

• Collect co-pays, balances, and deposits at time of service

• Assist patients with financing options such as CareCredit or Sunbit when applicable

• Help reduce claim delays and denials by ensuring accurate information is obtained upfront

Treatment Planning Assistance

• Assist doctors and hygienists with presenting treatment plans to patients

• Help patients understand recommended treatment and financial estimates

• Explain insurance estimates and out-of-pocket costs clearly

• Encourage scheduling of diagnosed treatment before patients leave

• Follow up on unscheduled treatment opportunities

• Maintain professionalism and confidence during financial discussions

Administrative Duties

• Maintain accurate patient records and documentation

• Scan and upload required documents into patient charts

• Process incoming mail, faxes, and emails as needed

• Maintain confidentiality and comply with HIPAA regulations

• Assist with daily reports, deposits, and end-of-day balancing

• Keep reception and front office areas clean, organized, and professional

Team Expectations

• Arrive on time and ready to work

• Maintain a professional appearance and attitude

• Use respectful communication with patients and coworkers

• Avoid gossip, negativity, or unprofessional behavior

• Take ownership of responsibilities and follow tasks through completion

• Support coworkers and doctors throughout the day

• Be willing to help where needed without saying 'that’s not my job'

• Communicate effectively with the clinical team

• Help create a positive office culture

• Be flexible and adaptable in a fast-paced environment

Preferred Qualifications

• Previous dental front office experience preferred

• Knowledge of dental insurance and treatment planning

• Experience with Dentrix preferred

• Strong communication and organizational skills

• Ability to multitask in a fast-paced environment

• Positive attitude and strong work ethic

We Offer

• Competitive Pay and Bonus Potential
• Medical, Vision and Dental coverage offered
• Accident Coverage & Hospital Indemnity Coverage
• Paid Holidays and Vacation Time
• 401k, Life Insurance, Short and Long Term Disability
• ID theft protection
• Pet Insurance
• Employee Discounts
• $4000 family annual dental allowance
• Scrub allowance

VSM Management, LLC dba Southern Dental Alliance and all relevant Affiliates are Equal Opportunity Employers.