Patient Experience Coordinator

Laing Family Dentistry has been proudly serving the Van Wert community for four generations since 1932. Our practice values patient experience and treating patients like family. We practice the Golden Rule in everything we do. We pride ourselves on constantly growing and evolving with the times and being able to serve our patients with the most modern and convenient strategies and technologies available.

About the Role

This is not just a business administration position — it’s a leadership role in patient communication, hospitality, and practice operations. You’ll help ensure every new and existing patient has a top-tier experience from their first phone call through the completion of their treatment. This position is a great fit for a people-person who loves talking with patients, thrives on being organized and upbeat, enjoys problem-solving, and likes “knowing the score” when it comes to measuring growth and outcomes.

Our team works together, and we do not believe in the phrase “that’s not my job.” While this position has specific responsibilities, the ideal candidate will be willing to learn multiple areas of the practice and step in wherever needed to help our patients and team succeed.

Responsibilities

• Patient Experience
  • Ensures professionalism, warmth, and proper etiquette in all patient communication, both in person and over the phone
  • Greets patients warmly and helps make every patient feel welcome and valued
  • Helps patients understand their appointments, treatment plans, financial responsibilities, and next steps
  • Helps identify opportunities to continually improve the patient experience
• Insurance & Financial Coordination
  • Helps patients understand dental insurance benefits, estimated coverage, and their financial responsibility
  • Verifies insurance information and assists with benefit breakdowns when needed
  • Communicates with insurance companies regarding outstanding claims, benefit questions, and payment issues
  • Clearly communicates to patients that insurance benefits are estimates and helps patients understand their available payment options
  • Works with the Office Manager and clinical team to resolve insurance or account concerns professionally and efficiently
• Specialist & Treatment Coordination
  • Coordinates referrals and communication with specialists, including endodontists, oral surgeons, orthodontists, and other healthcare providers
  • Helps schedule specialist appointments when appropriate and ensures necessary records, X-rays, and referral information are provided
  • Follows up on referrals and helps ensure patients return to our office for the appropriate next phase of treatment
  • Serves as a communication link between the patient, our doctors, and outside specialists to help make treatment as seamless as possible
• Support the Team & Practice
  • Covers phones, scheduling, checkout, insurance, patient communication, and other front-office responsibilities as needed
  • Is willing to cross-train and assist in other areas of the office when appropriate
  • Helps with projects, organization, patient follow-up, practice growth initiatives, and other responsibilities as assigned
  • Looks for ways to help rather than waiting to be asked
  • Understands that providing 5-star service sometimes means stepping outside of normal day-to-day responsibilities to help a patient or teammate

Requirements

• Professional, positive, and dependable demeanor
• Exceptional communication and organizational skills
• Comfortable discussing treatment costs, insurance benefits, and financial options with patients
• Previous experience in customer service, sales, hospitality, or a dental/medical front office preferred
• Dental insurance experience is a plus, but we are willing to train the right person
• Comfortable communicating with insurance companies, specialists, patients, and other healthcare offices
• Able to learn new technology, systems, and processes
• Willing to cross-train and help in multiple areas of the practice
• Team-oriented mentality with a willingness to step in when something needs to be done
• Driven, motivated, accountable, and eager to continue learning
• Looking for a place of employment where they can grow, contribute, and stay for years

Qualifications

• Customer service experience (in healthcare, hospitality, retail, or similar) preferred
• Dental or medical office experience helpful, but not required — we will train the right person
• Strong communication, organization, and computer skills required
• Must be committed to professional growth and delivering excellent patient care

Pay

Starting rate $19–25/hr based on experience and interview performance. Bonuses correlated with performance metrics (the current number of bonuses split amongst all staff in 2025 totaled over $40,000).

Benefits

• 401K with 4% match after 1 year on the team
• Unlimited unpaid PTO as long as the job description is being fulfilled
• 1 week paid vacation after the first 6 months, 2 weeks paid vacation after 1 year (can accumulate up to 4 weeks of paid vacation depending on years on the team)
• 4 paid personal days after 1 year
• 7 paid holidays if they fall on regularly scheduled workdays: New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Christmas Eve, Christmas Day
• $75 per year Uniforms Budget
• Employee receives all dental care free of charge, immediate family receives a 50% discount on all dental care, and predeclared and approved extended family receives a 25% discount (all cases must be approved by the owner doctor before proceeding with the discount)
• Life Insurance and Disability Insurance

Schedule

Monday, Tuesday, Thursday, Friday, 7:45 AM to 5 PM, with a choice of an unpaid lunch from 12 PM to 1 PM. Wednesdays off unless extra hours needed for project completion.