Dental Call Center Leader

Mirza Dental; Villa Park (IL); On-site; USD 55,000 - 75,000; Full time

Job summary

Mirza Dental is seeking a results‑oriented Call Center Supervisor to lead scheduling across multiple offices, ensuring accurate templates and high patient satisfaction. You will train staff, manage shifts, monitor performance, and coordinate with Office Managers on provider availability.

The role requires dental front‑office experience, strong leadership, and proficiency with practice management systems and reporting tools. Office hours include evenings and Saturdays.

Qualifications

• High school diploma or GED required.
• Minimum 3 years of call center or dental front‑office experience, including at least 1 year in a supervisory or management role.
• Dental call center or dental office scheduling experience required.
• Working knowledge of dental scheduling, provider and hygiene templates, recall systems, and common dental procedures.
• Working knowledge of dental insurance basics (PPO, HMO, Medicaid, deductibles, annual maximums, and frequency limits).
• Experience with a dental practice management system (Dentrix Ascend, Open Dental, Eaglesoft, or Curve) and call center or phone system software.
• Comfortable with Microsoft Excel and Microsoft 365 for reporting.
• Eligible to work in the United States and able to successfully complete DMI background and reference checks.

Responsibilities

• Train new and current Call Center Representatives on dental terminology, basic CDT procedure types, and DMI scheduling rules; provide input to HR on staffing needs.
• Supervise daily call center operations and assign coverage for inbound queues, outbound campaigns, and confirmations.
• Build staff schedules that cover all office hours, including evenings and Saturdays; manage time-off requests, call-offs, and shift coverage.
• Conduct regular call monitoring, side‑by‑side coaching, and performance reviews; address performance and attendance issues with HR.
• Lead daily huddles and regular team meetings to share office updates, provider availability, and performance results.
• Oversee hygiene recall, reactivation of overdue patients, and follow‑up on unscheduled and incomplete treatment plans.

Skills

Leadership

Coaching

Team building

Communication

Data analysis

Organization

Customer service

Problem solving

Education

High school diploma or GED

Bachelor's degree preferred

Tools

Dentrix Ascend

Open Dental

Eaglesoft

Curve

Microsoft Excel

Microsoft 365

Job description

Mirza Dental is seeking a results‑oriented Call Center Supervisor to lead scheduling across multiple offices, ensuring accurate templates and high patient satisfaction. You will train staff, manage shifts, monitor performance, and coordinate with Office Managers on provider availability.

The role requires dental front‑office experience, strong leadership, and proficiency with practice management systems and reporting tools. Office hours include evenings and Saturdays.