At Tend, we’re reimagining what dentistry can be. As a Sr. Care Coordinator (Studio Shift Lead), you’ll support the Studio Manager in running day-to-day operations while keeping our focus on delivering “Dental Done Differently.” This role blends hospitality, operational excellence, and team leadership to ensure both our guests and our studio team members feel cared for every step of the way.
What You’ll Do
- Be the warm, welcoming presence patients connect with upon arrival — and set the tone for a patient-first environment throughout the day.
- Oversee the full check-in and check-out workflow, ensuring accuracy, efficiency, and hospitality, especially during high-volume periods.
- Present treatment plans with clarity, confidence, and empathy, helping patients feel informed and supported in their decisions.
- Lead real-time problem solving for patient concerns, scheduling conflicts, and insurance or payment questions.
- Serve as the acting manager on duty when the Assistant Studio Manager or Studio Manager is out of the studio, maintaining operational continuity and supporting team productivity.
- Lead daily huddles when needed — aligning the team on priorities, same-day treatment opportunities, schedule updates, and member satisfaction goals.
- Support schedule optimization by monitoring provider availability, identifying same-day opportunities, and anticipating bottlenecks.
- Ensure the studio is clean, safe, and compliant throughout the day and support readiness tasks like opening, closing, and inventory checks.
- Partner with the clinical team to keep treatment rooms, referrals, follow-ups, and schedule adjustments running smoothly.
- Serve as an approachable resource for Care Coordinators, helping answer questions, provide guidance, and model Tend standards.
- Offer in-the-moment coaching on workflows, patient communication, and hospitality expectations.
- Collaborate with the Assistant Studio Manager and Studio Manager to support training, shadowing, and new hire onboarding.
- Represent Tend’s values in daily interactions and help reinforce the positive, inclusive culture within the studio team.
- Maintain accurate patient records, financial documentation, and insurance information to support both the studio team and operational partners.
- Contribute to outreach, follow-up, and case acceptance efforts to support studio performance goals.
- Assist with inventory review, supply ordering needs, and readiness tasks as requested by studio leadership.
Who You Are
At Tend, our values guide everything we do — how we care for our guests, how we work together, and how we grow as a team.
Tend Values
- Tend to Others: You consistently create an environment where patients and teammates feel supported. You stay composed under pressure, maintain high standards, and help ensure the studio meets daily goals—even when you’re the one leading the shift.
- Be Brave Enough to Lead: You step into leadership moments with confidence and humility. You make decisions when needed, communicate transparently, and handle sensitive conversations with professionalism and care.
- Savor the Ride: You bring motivation and positivity to the team, helping others stay engaged and energized throughout the day. You celebrate wins, support teammates through challenges, and contribute to a fun, connected studio culture.
- Embrace Our Differences: You communicate respectfully and inclusively with patients and teammates from all backgrounds. You encourage diverse perspectives and help create a culture where everyone feels valued and heard.
- Rooted in Growth: You actively seek feedback, reflect on your leadership moments, and look for opportunities to grow into future management roles. You stay curious, adaptable, and open to learning new systems, processes, and skills.
Role-Based Competencies
- Communicate with Clarity - You help teammates and patients understand information easily — whether explaining a treatment plan, resolving a concern, or guiding the team through daily priorities. You adjust your style to fit the moment and keep communication thoughtful and clear.
- Create Patient-First Moments - You anticipate needs, remove friction, and ensure every touchpoint — from check-in to follow-up — feels warm and seamless. You coach others on delivering the same elevated hospitality.
- Confident with Technology - You navigate Tend’s systems with ease, help teammates troubleshoot when needed, and use technology to keep the studio running smoothly — from schedules to payment workflows to patient information.
What You Have
- 2+ years of experience in a healthcare, hospitality, or service management role (dental experience strongly preferred).
- Experience leading or coaching a team.
- Strong organizational and problem-solving skills.
- Excellent communication skills across phone, email, and in-person interactions.
- Comfort with scheduling systems, insurance processes, and treatment planning (or willingness to learn quickly).
- A proactive approach — you anticipate needs and take initiative.
- A passion for delivering outstanding hospitality and patient experiences.
Physical Requirements
This position requires the ability to perform the essential job duties listed, with or without reasonable accommodation:
- Ability to sit, stand, and move around the studio for extended periods while supporting front desk operations and studio needs.
- Manual dexterity and proficiency with office technology, including computer systems, phones, and point-of-sale tools.
- Adequate vision (with or without correction) to review schedules, financial presentations, reports, and other documentation.
- Ability to bend, reach, and move throughout the studio to assist with daily operations such as tidying, organizing, and preparing the space.
- Occasional lifting or movement of supplies, packages, and equipment up to 25 pounds.
- Ability to communicate clearly and compassionately with guests, team members, and cross-functional partners both in person and through technology.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the role.
What We Offer
We believe taking care of people starts with taking care of our own. Here’s how we’ve got you covered at Tend:
- 🩺 Health Comes First – Medical, dental, and vision insurance — plus our own Dental Wellness Program
- 🌴 Time to Recharge - Enjoy generous Paid Time Off (PTO) and company holidays — because rest is productive.
- 💰 Plan for the Future – 401(k) plan to help you grow your nest egg.
- 💡 Support, When You Need It – Life & AD&D insurance, EAP, legal support, and more
- 🛍️ Smart Spending Options – FSAs, HSAs, and pre-tax transit benefits
Tend is an Equal Opportunity Employer. We're committed to fostering a workplace where everyone feels seen, heard, and supported. Tend does not discriminate based on race, color, religion, sex, national origin, age, disability, genetics, gender identity or expression, sexual orientation, veteran status, or any other protected status in accordance with applicable federal, state, and local laws. This policy applies to all aspects of employment, including recruitment, hiring, promotion, compensation, benefits, and termination.
Legal and Compliance Notice: Tend complies with all applicable federal, state, and local laws governing nondiscrimination, equal employment opportunity, pay transparency, and other employment-related requirements. Where specific state disclosures or postings are required by law, we provide this information as part of our hiring process or upon request.
Agency and recruiter notice: Tend does not accept unsolicited resumes or candidate submissions from staffing agencies or third-party recruiters. Any candidate submitted to Tend without a signed search agreement in place will not be considered a referred candidate, and Tend will not pay a fee for any resulting hire. If you're interested in partnering with our Talent team, please reach out to talent@hellotend.com before submitting candidates.
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