Dental Call Center Manager Job Posting
Urgently hiring
Elite Dental Group
Job Description
About the Role
Elite Dental Group is seeking a hands-on manager to lead our existing four-person call center and take ownership of the systems, people, and follow-up that turn marketing inquiries into attended appointments.
Send your resume to[Application email or link]. Include your team leadership and HighLevel experience, languages spoken and one improvement you personally led. State the starting result, timeframe, actions and outcome without sharing confidential patient or employer information.
About the Practice
At Elite Dental Group, we believe that exceptional dental care should be both efficient and deeply personalized. Our practice thrives in a vibrant, high-volume environment that allows us to serve a diverse patient community with the attention each individual deserves. Whether patients are managing unique medical conditions, navigating insurance coverage, or preferring cash payments, we tailor our approach to meet their specific needs and ensure comfort and confidence throughout their care journey.
Our fast-paced setting is more than just a workplace—it’s a place where growth and learning are at the core of everything we do. Team members gain hands-on experience across a broad spectrum of dental procedures and complex cases, building skills that prepare them for any challenge. We foster a culture of reliability, clear communication, and strong collaboration, creating a welcoming and professional atmosphere where every voice is valued.
If you are passionate about delivering high-quality care in a dynamic environment, Elite Dental Group offers the perfect opportunity to develop your expertise, contribute to a shared vision, and make a meaningful difference in the lives of our patients every day.
What You'll Do
- Oversee incoming calls, missed calls, voicemail, website inquiries, and connected social or messaging conversations
- Set daily assignments, stagger breaks, arrange backup coverage, and reserve time for outbound follow-up
- Require one owner, current status, and dated next action for every active inquiry
- Handle escalated conversations and assist with calls during busy periods
- Coach the team to understand requests, answer administrative questions accurately, and offer suitable available appointments
- Coordinate appointment types, locations, provider availability, and reserved consultation capacity with the clinic
- Oversee confirmations, reminders, and rescheduling
- Maintain separate work queues for missed calls, unreachable inquiries, contacted but unbooked patients, cancellations, and no-shows
- Use approved messages and the patient's preferred language and channel
- Review unresolved and closed records for preventable losses
- Lead brief opening and closing reviews covering staffing, overnight inquiries, due callbacks, appointment availability, and unresolved work
- Score listening, empathy, accuracy, booking effort, next steps, and CRM documentation
- Maintain onboarding materials and the operating playbook
- Maintain a roster of language capabilities and backup arrangements
- Ensure fluent staff review scripts and message templates in each language
- Track response and booking outcomes by language
- Maintain contact ownership, pipeline stages, task deadlines, language and channel preferences, source information, appointment status, and specific closed reasons
- Maintain workflows for new inquiries, missed calls, no response, confirmations, rescheduling, and agreed follow-up
- Configure or coordinate assignment, overdue escalation, stop conditions, and duplicate message suppression
- Maintain practical dashboards and documented field definitions
- Keep the dental system authoritative for clinical records, scheduling, and payments
- Work with the provider on available agent routing, language handling, overflow, transfer, and after-hours behavior
- Test answered, missed, abandoned, and busy calls, voicemail, transfers, repeat callers, and after-hours calls
- Confirm call records and callback tasks appear in the correct place
- Monitor failures in lead capture, task assignment, and message delivery
- Review inquiries from Instagram, Facebook, Google Ads, the website, TV, and radio
- Coordinate coverage and briefing with campaign launches and known TV or radio schedules
- Maintain source and campaign information where available
- Give marketing specific feedback on unsuitable inquiries, unclear offers, response failures, and appointment barriers
- Review cost per valid inquiry, attended consultation, and treatment start with marketing and leadership
- Ensure the clinic records attendance and a named treatment coordinator receives the handoff after consultation
- Confirm that administrative follow-up has an owner and an agreed date
- Review pending treatment follow-up with the coordinator
- Track whether the patient is considering, has accepted and scheduled, has started treatment, or has deferred or declined
- Help resolve communication and scheduling barriers across teams
- Maintain visibility through treatment started and recorded collections by reconciling with the practice team
- Maintain a weekly scorecard with raw counts, consistent definitions, and meaningful comparisons
- Review live answer rate, response speed, contact rate, booking, attendance, overdue tasks, and call quality
- Analyze where patients leave the process
- Present the largest issue, evidence, proposed action, owner, and deadline in the weekly leadership review
- Keep the operating playbook, knowledge base, workflow instructions, and backup arrangements current
What You'll Bring
Required
- Demonstrated leadership of a call center, patient access, or appointment setting team
- Hands-on HighLevel experience covering pipeline management, tasks, workflows, and reporting
- Strong organization, analytical judgment, patient communication, and collaboration with marketing and practice staff
- Professional English communication
- Ability to arrange dependable coverage across all three languages
Preferred
- Dental experience
- Healthcare experience
- Armenian or Spanish proficiency
Posted / Updated: Sep 30, 2026 | ID: 565915