Dental Customer Service Lead

At Michiana Smiles, we believe every patient interaction matters. We are more than a dental organization — we are a supportive professional family committed to delivering exceptional care with a personal touch. We are seeking a dynamic and driven Dental Customer Service Lead to elevate our patient experience and lead our call center operations to new heights. If you are passionate about leadership, operational excellence, and creating meaningful patient connections, this is your opportunity to grow with us.

As our Dental Customer Service Lead, you will oversee the daily operations of our dental call center, ensuring exceptional patient service, optimized scheduling, improved conversion rates, and a high-performing customer service team. This leadership role bridges communication between patients and our dental offices while driving operational efficiency and revenue growth.

• Lead & Inspire
  • Supervise and support call center team members
  • Provide coaching, training, and performance feedback
  • Foster a positive, patient-centered culture
• Optimize Operations
  • Oversee inbound and outbound patient communications
  • Ensure accurate scheduling and patient record management
  • Monitor KPIs such as booking rates, call quality, and response times
  • Reduce no-shows and improve treatment acceptance rates
• Enhance Patient Experience
  • Ensure every interaction reflects empathy, professionalism, and care
  • Manage escalated concerns with confidence and compassion
  • Maintain compliance with privacy and healthcare regulations
• Drive Results
  • Analyze performance metrics and identify improvement opportunities
  • Collaborate with office managers and marketing teams
  • Implement systems that increase efficiency and revenue growth

• Bachelor’s degree in Healthcare Administration, Business Management, or related field (preferred)
• 3–5+ years of call center management experience (healthcare or dental preferred)
• Strong knowledge of dental terminology and scheduling procedures
• Experience with CRM and dental software systems
• Proven leadership and team development skills

• Excellent communication and interpersonal skills
• Strong problem-solving and conflict resolution abilities
• Data-driven decision-making
• Ability to multitask in a fast-paced environment
• High attention to detail and organizational skills

$50,000 - $60,000 yearly