Dental Patient Relations and Hospitality Manager

As the bridge between clinical care, front-office coordination, and back-office billing, you will ensure that every patient receives exceptional service, clear communication, and timely support from their first call to final payment.

What You’ll Be Doing:

✔ Oversee and refine front-desk and patient support workflows to enhance hospitality and service quality across all locations.
✔ Serve as the primary point of contact for escalated patient billing concerns, helping patients understand charges, insurance breakdowns, and payment options.
✔ Ensure timely and accurate claim submissions, while minimizing denials and improving collections outcomes.
✔ Work cross-functionally with billing and treatment coordination teams to ensure consistency in insurance explanations, fee transparency, and financial arrangements.
✔ Monitor and manage patient feedback, satisfaction metrics, and service recovery efforts.
✔ Train and support team members in patient-facing communication, hospitality standards, and resolution protocols.
✔ Oversee pre-appointment verifications, post-appointment billing audits, and follow-up communications.
✔ Support compliance with insurance payer policies, third-party guidelines, and in-house SOPs.
✔ Stay up-to-date on ADA billing guidelines, CDT coding updates, and third-party financing options.

What We’re Looking For:

✔ 5+ years of experience in dental billing, patient communication, or front-office management.
✔ Proficiency in Dentrix Ascend, Google Workspace, Slack, and Asana.
✔ In-depth knowledge of PPO, DMO, DHMO, and NYS Managed Care Programs.
✔ Strong understanding of in-network/out-of-network benefits, fee-for-service models, and patient financing (Lending Club, Alphaeon, CareCredit, etc.).
✔ Excellent verbal and written communication skills with a calm, patient-centered approach.
✔ High emotional intelligence, conflict-resolution skills, and professionalism in challenging conversations.
✔ Strong attention to detail, organizational skills, and the ability to manage multiple workflows.
✔ A positive, team-first attitude with a focus on service and solutions.

Core Strengths:

✔ Patient Experience & Hospitality Leadership
✔ Insurance Communication & Financial Coordination
✔ Billing Oversight & Claims Follow-Up
✔ Multisite Workflow Optimization
✔ Team Training & Support
✔ Conflict Resolution & Service Recovery
✔ Communication, Organization & Multitasking