Position Overview:

We are seeking a detail-oriented and customer-focused individual to join our dental laboratory team as a Customer Service & Case Entry representative. In this role, you will be the first point of contact for our clients and play a key role in entering and managing incoming cases for the laboratory. The ideal candidate will have excellent communication skills, attention to detail, and experience in customer service or administrative support in a dental or medical setting.

Key Responsibilities:

• Customer Service:
  • Serve as the primary point of contact for clients, including dental offices and practitioners, answering phone calls, emails, and in-person inquiries in a timely and professional manner.
  • Address customer questions, concerns, and service requests, providing accurate information and ensuring customer satisfaction.
  • Coordinate with various departments within the lab to resolve issues and ensure smooth case processing.
  • Schedule and confirm appointments with clients, ensuring accurate documentation of all interactions in the system.
• Case Entry:
  • Accurately enter patient and case information into the laboratory management system, ensuring all relevant details (e.g., case type, materials, specifications) are correctly logged.
  • Verify that all case submissions meet the laboratory's guidelines and requirements, following up with clients for missing or incomplete information.
  • Track the progress of cases in the system, ensuring timely updates and status changes are recorded.
  • Communicate with technicians and production teams to relay case specifications and ensure accuracy in the fabrication process.
• Documentation & Record-Keeping:
  • Maintain accurate and organized records of incoming cases, including digital and physical files.
  • Update case statuses and monitor deadlines to ensure timely completion and delivery of cases.
  • Ensure all patient information and case details are compliant with HIPAA and other privacy regulations.
• Quality Control:
  • Ensure that all incoming cases and materials are correctly documented and meet the laboratory's quality standards before entering them into the system.
  • Double-check orders, specifications, and materials to prevent errors and ensure client satisfaction.
• Collaboration and Teamwork:
  • Work closely with other departments, including technicians, billing, and shipping, to ensure smooth communication and workflow throughout the case lifecycle.
  • Collaborate with the office team to handle any customer complaints, special requests, or issues that may arise during the case process.
• Additional Administrative Support:
  • Assist with general office tasks such as filing, organizing, and maintaining client databases.
  • Help with billing or invoicing as needed, working with the finance team to ensure accurate client charges and payments.

Qualifications:

• Experience: Previous experience in customer service, case entry, or administrative support, preferably in a dental or medical laboratory environment.
• Knowledge: Familiarity with dental terminology, case types, and laboratory procedures is preferred but not required.
• Technical Skills: Proficient in using computers, office software (e.g., Microsoft Office), and dental laboratory management systems. Experience with case entry software is a plus.
• Communication Skills: Strong verbal and written communication skills with the ability to interact effectively with clients and colleagues.
• Attention to Detail: Ability to work accurately and efficiently while maintaining a high level of attention to detail, especially when entering and tracking case data.
• Customer Focus: Excellent customer service skills with the ability to handle inquiries and concerns professionally and courteously.
• Organizational Skills: Strong organizational skills with the ability to manage multiple tasks and prioritize effectively in a fast-paced environment.

Physical Requirements:

• Ability to sit for extended periods and perform office-related tasks.
• Ability to occasionally lift or move small office supplies or equipment.

Benefits:

• Competitive hourly wage based on experience.
• Health, dental, and vision benefits.
• Paid time off and holiday leave.
• Opportunities for growth and development within the company.