Job Description

Job Description

Job Description

About Us:
Orthodontic Partners is a growing network of orthodontic practices dedicated to delivering exceptional patient experiences. As we continue expanding, we recognize the need for consistent, high-quality training for our front desk teams, who play a crucial role in customer service, appointment scheduling, and overall practice efficiency.

Job Summary:
We are seeking a Customer Service Training Coordinator to develop and lead a structured training program for our front desk teams across multiple locations. This individual will design and implement a hybrid training program (virtual and in-person) to improve customer service, call handling, and appointment scheduling efficiency. Success will be measured by improvements in key metrics associated with call handling and customer service.

Key Responsibilities:

• Develop & Implement Training Programs

• Design a structured onboarding program for new front desk team members.

• Create ongoing training modules focused on customer service, phone etiquette, and scheduling best practices.

• Utilize a mix of virtual training, recorded lessons, and occasional in-person coaching to ensure effective learning.

• Monitor & Improve Performance

• Analyze call and scheduling data to identify areas for improvement.

• Implement best practices for call handling and appointment booking across all locations.

• Work with practice managers to reinforce training at the office level.

• Coaching & Support

• Provide direct coaching to front desk staff based on recorded calls and performance metrics.

• Offer group training sessions and one-on-one support as needed.

• Develop scripts, FAQs, and playbooks to help front desk teams improve efficiency.

• Collaboration & Reporting

• Work closely with operations, regional managers, and call monitoring systems to track performance.

• Provide leadership with reports on call metrics, appointment scheduling efficiency, and training impact.

• Adjust training strategies based on data insights and team feedback.

Qualifications:

• Experience in training, coaching, or managing customer service teams (preferably in healthcare, dental, or orthodontics).

• Strong background in phone-based customer service and scheduling .

• Ability to design training programs and lead engaging virtual and in-person sessions.

• Excellent communication, constructive feedback, and problem-solving skills.

• Comfortable analyzing call and scheduling performance data to drive improvements.

• Familiarity with call monitoring tools, scheduling software, and practice management systems (PMS) is a plus.

Compensation & Benefits:

• Bonus Eligible

• Healthcare benefits

• Paid time off

• Opportunities for professional development

Why Join Us?
This is an opportunity to build and lead a game-changing training program that directly impacts patient experience and practice success. If you're passionate about coaching, improving customer service, and using data to drive results , we want to hear from you!

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