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.