Client Care Coordinator

Position: Client Care Coordinator
About the Company:
Estrabillo Dental Group is a collaborative and patient-focused practice dedicated to delivering exceptional care and a positive experience for every client. We are seeking a key team member for the role of Client Care Coordinator (Front Desk Lead) who will contribute to the smooth operation and overall success of the office. The ideal candidate is a strong communicator with a warm, caring personality, excellent organizational skills, and a commitment to outstanding customer service. Strong computer proficiency is essential, and dental knowledge and experience are required. We value team members who are proactive, reliable, and thrive in a fast-paced clinical environment.

Position Overview:
The Client Care Coordinator serves as the primary point of contact for patients and visitors and is responsible for managing front desk operations, patient flow, scheduling coordination, and key administrative and financial tasks to ensure efficient daily clinic operations.

Key Responsibilities:
Greet patients and visitors; manage and control front desk flow and schedule
Check and respond to phone messages and emails throughout the day
Monitor and check the answering machine periodically throughout the day
Check in patients and update medical history and insurance information in the system
Manage new patient intake, including welcoming patients, providing medical history forms, and entering information into the tracker
Monitor the daily schedule, mark patient status (checked-in, in chair, etc.), and communicate delays or changes to clinical staff
Monitor late arrivals and communicate delays to clinical staff to adjust patient flow
Make patient reminder calls
Enter patient payments, close previous-day deposits, and assist with basic accounts receivable review and statement preparation (monthly)
Prepare routing slips for the following day
Sort and distribute mail
Ensure all incoming emails and correspondence are reviewed and actioned or directed appropriately
Share responsibility for simple pre-authorizations (COE, X-rays, NG, scaling) with other Client Care Coordinator
Dismiss patients
Review accounts receivable and prepare patient statements every month
Ensure front desk compliance with clinic policies and procedures
Confirm follow-up appointments are scheduled or pended prior to patient dismissal
Monitor and confirm electronic submission of insurance claims (EDI)
Maintain and actively fill the hygiene schedule to ensure optimal booking and minimal gaps
Conduct hygiene appointment confirmation calls (e.g., 24–48 hours in advance)
Track and follow up on overdue or unscheduled hygiene patients to support recall system efficiency
Coordinate with hygienists to manage daily flow, cancellations, and rebooking opportunities
Utilize recall systems (e.g., Recall Max) to maximize patient retention and hygiene reappointments
Monitor short-notice cancellations and proactively fill openings from short-call or waitlists
Ensure all hygiene patients are pre-booked for their next appointment prior to leaving the clinic
Skills & Qualifications:
Minimum of 3+ years in a front desk, receptionist, or administrative role, preferably in a dental or medical office setting
High school diploma or equivalent; additional office administration or customer service certifications are a plus
Exceptional front desk and reception skills, including patient check-in/out and scheduling
Outstanding customer service with a professional, friendly, and approachable demeanour
Strong verbal and written communication skills
Excellent organizational and multitasking abilities in a fast-paced environment
Attention to detail and accuracy in data entry and record-keeping
Ability to maintain confidentiality of patient and clinic information
Proficiency with the following software/systems: Tracker, Recall Max, and Microsoft Office (Word, Excel, Outlook)
Hours of Work:
Full-time day shift:
Monday to Thursday, 9:30 a.m. to 5:30 p.m.

Friday, 8:00 a.m. to 4:00 p.m.

Job Types: Full-time, Permanent
Pay: From $25.00 per hour
Benefits:
On-site parking
Ability to commute/relocate:
Ancaster, ON L9G 2B8: reliably commute or plan to relocate before starting work (required)
Experience:
front desk, receptionist, or administrative role: 3 years (required)
dental or medical office setting: 3 years (required)
patient check-in/out and scheduling: 3 years (required)
organizational and multitasking in a fast-paced environment: 3 years (preferred)
software/systems: Tracker, Recall Max, and Microsoft Office : 3 years (preferred)
customer service in dental field: 3 years (preferred)
Work Location: In person