Job Description
Instruction & Training Delivery (35%)
Teach the Dental VA Essentials Live Training, focusing on core dental front-office workflows including patient scheduling, registration, insurance verification, treatment coordination, referrals, and EHR navigation
Lead live and recorded training sessions focused on call handling, tone, patient coordination, and dental clinic workflow accuracy
Facilitate mock call scenarios and scheduling exercises to simulate real dental clinic situations
Train learners on handling multi-line phones, appointment types (new patient, recall, emergency), provider calendars, and patient concerns
Learner Support & Technical Guidance (20%)
Respond to learner questions on scheduling scenarios, dental insurance checks, treatment coordination, and documentation
Coach learners on tone, professionalism, and real-time decision-making during patient calls
Identify common workflow misunderstandings and coordinate content updates with the SME Lead
Content & Curriculum Support (15%)
Support development of micro-modules covering call handling, scheduling logic, dental insurance verification, treatment coordination, and EHR best practices
Recommend updates based on dental clinic needs, learner performance trends, and system changes
Evaluation & Performance Assessment (15%)
Conduct Skills Evaluation Interviews (SEIs) to assess communication skills, system navigation, and workflow accuracy
Track learner progress via Salesforce, TalentLMS, and dental receptionistspecific checklists
Lead recovery training sessions for cancelled VAs based on skill gaps in dental front-office tasks
Deliver structured feedback and escalate retraining needs as required
Compliance & Documentation (15%)
Reinforce HIPAA compliance in patient communication, scheduling notes, and documentation
Teach proper documentation inside dental EHR systems and accurate note-taking aligned with clinic standards
Minimum Qualifications
Minimum 3 years of experience as a Dental Receptionist or Front Office staff in a U.S.-based dental practice
Strong working knowledge of dental appointment scheduling, patient intake, dental insurance verification, treatment coordination, and call handling
Prior experience training, onboarding, coaching, or mentoring others on dental front-office workflows is highly preferred
Confident in leading live training sessions, mock call simulations, and Skills Evaluation Interviews (SEIs)
Familiarity with U.S. dental practice management systems (e.g., Dentrix, Eaglesoft, Open Dental, Curve, CareStack)
Working knowledge of TalentLMS, Salesforce, Canva, Calendly, and G Suite applications
Solid understanding of HIPAA compliance, PHI handling, and documentation standards
Strong communication skills with a focus on professional tone, empathy, clarity, and accuracy in patient-facing interactions
Ability to adapt training based on clinic-specific workflows, learner skill levels, and system updates
