Customer Experience - Dental Lab - Case Coordinator

Company Overview:Russellville Dental Lab, LLC (RDL) is a premier Dental Laboratory, known for our commitment to quality and excellence in dental prosthetics. We are dedicated to providing outstanding service and craftsmanship, ensuring the best possible outcomes for our clients.

Job Description:We are looking for a detail-oriented and efficient Case Coordinator to manage the workflow of dental cases within our laboratory. This role is pivotal in ensuring the smooth operation of case management from reception to shipping. The Case Coordinator will work under the direct supervision of the Director of Customer Experience.

Key Responsibilities:

• Oversee the entry and documentation of all cases in the ABS system and ensure their distribution to the correct department.
• Manage the invoicing and shipping of cases, ensuring accurate and timely delivery.
• Maintain a positive working relationship with customers and vendors, embodying the company's values and standards.
• Prioritize incoming calls, case shipping, and case entry in accordance with the set protocols.
• Schedule inbound cases (physical and digital) accurately in the Lab Management System (ABS), maintaining the Master Device Record.
• Update Clinician’s Preferences in the ABS to reflect any changes for future cases.
• Coordinate with clinical offices for any missing case materials, following On Hold Protocol.
• Communicate effectively with clinicians and staff regarding case updates and changes.
• Ensure the timely completion of local delivery and pickup.
• Manage the packing, shipping, and invoicing of outbound cases, coordinating with relevant departments for any discrepancies.
• Take primary responsibility for answering inbound phone calls, resolving customer issues, or directing calls appropriately.
• Follow Action Plans regarding the care and maintenance of Cases On Hold, Aged Cases, Remake Reporting, and Year-End auditing.
• Review the PMMA report bi-monthly.

Qualifications:

• Proven experience in an administrative or coordinator role, preferably in a dental or medical setting.
• Strong organizational and multitasking skills.
• Excellent communication and interpersonal skills.
• Ability to work in a fast-paced environment and meet tight deadlines.
• Proficiency in Lab Management Software, particularly ABS.
• Attention to detail and problem-solving skills.
• High school diploma or equivalent; further education or certification is a plus.

Why Join Us:

• Be part of a dynamic and supportive team in a leading Dental Laboratory.
• Opportunities for professional development and growth.
• A work environment that values quality, efficiency, and exceptional customer service.
• Competitive salary and benefits package.