About the Role
At Tend, we do dentistry differently — without compromising on excellence or ambition. The Care Coordinator is one of the most important roles in a Tend studio: the first person patients meet, and the person who makes a treatment plan and a payment plan feel just as clear as a smile. You own the full patient journey, from check-in to checkout and everything after, and you're the connective thread between the front desk and the chair.
What sets this role apart is everything layered on top of day-to-day operations. You're a treatment educator, a financial guide, and a patient advocate — someone who can hold a confident, honest conversation about care and cost, and who takes ownership of whether patients actually move forward with treatment. This role reports to the Studio Manager and works fully on-site.
What You'll Do
Patient Communication & Experience
- Manage inbound and outbound patient communication — phones, appointment confirmations, and outreach to unscheduled patients
- Communicate professionally across every channel — your calls, texts, and emails are clear, warm, and reflect well on Tend
- Advocate for patients and resolve issues in real time — you're empowered to find solutions and own the outcome
Treatment & Financial Guidance
- Present treatment plans clearly and confidently, helping patients understand their diagnosis and the path forward
- Guide patients through their financial options — insurance benefits, out-of-pocket costs, financing, and prior balances — with transparency and without pressure
- Own the patient pipeline: a full schedule, treated patients who understand and accept their care, and proactive follow-through on unscheduled treatment — one of the most impact-driven parts of the role
Schedule & Studio Operations
- Own the daily schedule — confirm appointments, fill gaps, and ensure the studio is set up to run at full capacity every day
- Use reporting and outreach to proactively re-engage patients and ensure they're getting the care they need
- Partner with clinicians during huddles to align on same-day opportunities and patient priorities
- Maintain a clean, compliant, organized front-of-studio environment
Follow-Up & Coordination
- Follow up with patients on outstanding treatment, unscheduled care, and any open questions after their visit
- Handle referrals and coordinate with other Tend studios or providers when specialty care is needed
Who You Are
Our values and competencies guide how we work at Tend — they're not words on a wall, they're how we hire, lead, and deliver care every day.
Tend Values
- Tend to Others — You own outcomes for your patients: a full schedule, cases that move forward, and treatment plans that don't stall in the pipeline. Presenting a plan isn't the finish line — patients actually receiving care is.
- Be Brave Enough to Lead — You have direct conversations about cost and care, even when the answer might disappoint someone. You advocate for patients in the moment and take ownership of the outcome instead of waiting for someone else to solve it.
- Savor the Ride — Schedules shift, patients have last-minute needs, and tools change. You bring steady energy to the studio and stay engaged instead of getting rattled.
- Embrace Our Differences — Every patient walks in with different needs, comfort levels, and financial situations. You meet each person where they are and communicate with empathy, not a script.
- Rooted in Growth — New systems, new processes, new expectations — you adapt without losing your footing, and you look for feedback instead of avoiding it.
Role-Based Competencies
- Stays Steady Under Shifting Plans — The schedule you start the day with is rarely the one you end it with. You adjust in real time — filling gaps, resequencing patients, and keeping the studio running at full capacity no matter what changes.
- Works as One Team — You're the connective tissue between the front desk and the chair. You loop in clinicians during huddles, flag same-day opportunities, and make sure nothing falls through the cracks between operations and care.
- Makes the Complex Easy to Understand — Insurance benefits, financing options, treatment sequencing — you translate complicated information into something a patient can act on with confidence.
What You Have
- 1–2 years in a patient-facing, customer-facing, or client services role (required)
- Dental or insurance background is a plus — not a requirement
- Comfort with treatment plan presentation and financial conversations is a strong differentiator
- Experience with Ascend or similar practice management software is helpful; we'll train the right person
- Comfortable in G Suite (Gmail, Calendar, Drive) and adaptable when systems, tools, or processes change — which they will
Schedule
This is a full-time position requiring 32–40 hours per week, including two Saturdays per month.
Physical Requirements
This position requires the ability to perform the essential job duties listed, with or without reasonable accommodation:
- Ability to sit and stand for extended periods throughout the workday
- Ability to use a computer and phone systems for extended periods
- Ability to move throughout the studio and assist patients as needed
- Occasional lifting or movement of office supplies up to 25 pounds
- Ability to communicate effectively with patients and team members in person and via 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.
🌴 Time to Recharge – Enjoy Paid Time Off (PTO) — because rest is productive.
🩺 Health Comes First – Medical, dental, and vision insurance — plus our own Dental Wellness Program.
💰 Plan for the Future – 401(k) plan to help you grow your nest egg.
🎓 Learning & Development – Ongoing training, mentorship, and growth opportunities.
🛡️ Peace of Mind – Life & AD&D insurance, disability coverage, and health advocacy resources.
🛍️ Smart Spending Options – FSAs, HSAs, and pre-tax transit and parking benefits.
💡 Support, When You Need It – Employee Assistance Program (EAP) and other resources for personal well-being.
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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