Patient Experience Coordinator

Vanwerted; Van Wert (OH); On-site; USD 26,000 - 34,000; Full time

Benefits offered by this job

401K with match

Bonuses

Paid time off

Dental care discount

Uniform budget

Job summary

Laing Family Dentistry in Van Wert, Ohio, is seeking a Patient Experience Coordinator to lead patient communication, hospitality, and front-office operations. You will ensure a top-tier experience from first contact through treatment completion.

Ideal candidates are people-focused, organized, and upbeat, with a willingness to learn multiple areas of the practice and support the team as needed. Starting pay is $19–$25 per hour with bonuses and growth potential.

Qualifications

• Experience in customer service, sales, hospitality, or a dental/medical front office preferred.
• Strong communication and organizational skills are essential.
• Willingness to cross-train and learn multiple areas of the practice.

Responsibilities

• Ensure professionalism, warmth, and proper etiquette in all patient communication.
• Greet patients and help make them feel welcome and valued.
• Explain appointments, treatment plans, and financial responsibilities to patients.
• Coordinate insurance benefits and patient payments with the office team.
• Serve as a link between patients, doctors, and specialists to streamline care.

Skills

Customer service

Communication

Organization

Problem solving

Teamwork

Multitasking

Job description

Summary

At Laing Family Dentistry, 5-star service isn’t just expected — it’s celebrated. Grow with a team that values you, rewards your success, and makes a lasting impact in our community.

Patient Experience Coordinator

Patient Experience Coordinator Laing Family Dentistry – Van Wert, Ohio

Full-Time | Starting rate $19–25/hr + Bonuses | Hourly | Reports to Office Manager & Doctor

About Us

Laing Family Dentistry has been proudly serving the Van Wert community for four generations since 1932. Our practice values patient experience and treating patients like family. We practice the Golden Rule in everything we do. We pride ourselves on constantly growing and evolving with the times and being able to serve our patients with the most modern and convenient strategies and technologies available. Over the past 5 years, our team has had practically zero turnover and continually grows to meet demand. Our team is warm, collaborative, and passionate about caring for our community.

We’re growing — and we’re looking for a Patient Experience Coordinator to be the face and voice of our practice.

Our Hiring Process

At Laing Family Dentistry, we believe in taking the time to find the right person — both for our team and for you. We are not in a rush to fill this role, and we expect the process to include multiple interviews with both Dr. Laing and our staff. We may not hire for months after this listing is posted.

Please note that an interview is not guaranteed. Applications that best reflect relevant experience — or cover letters that truly stand out — will be given priority. If we do not move forward with you right away, it does not necessarily mean the door is closed. We often revisit strong applicants as the process continues.

Our goal is to ensure that the person we hire feels like this is the right long-term fit, just as much as we do.

About the Role

This is not just a business administration position — it’s a leadership role in patient communication, hospitality, and practice operations. You’ll help ensure every new and existing patient has a top-tier experience from their first phone call through the completion of their treatment.

This position is a great fit for a people-person who loves talking with patients, thrives on being organized and upbeat, enjoys problem-solving, and likes “knowing the score” when it comes to measuring growth and outcomes.

Our team works together, and we do not believe in the phrase “that’s not my job.” While this position has specific responsibilities, the ideal candidate will be willing to learn multiple areas of the practice and step in wherever needed to help our patients and team succeed.

Position Details

• Patient Experience
  • Ensures professionalism, warmth, and proper etiquette in all patient communication, both in person and over the phone
  • Greets patients warmly and helps make every patient feel welcome and valued
  • Helps patients understand their appointments, treatment plans, financial responsibilities, and next steps
  • Helps identify opportunities to continually improve the patient experience
• Insurance & Financial Coordination
  • Helps patients understand dental insurance benefits, estimated coverage, and their financial responsibility
  • Verifies insurance information and assists with benefit breakdowns when needed
  • Communicates with insurance companies regarding outstanding claims, benefit questions, and payment issues
  • Clearly communicates to patients that insurance benefits are estimates and helps patients understand their available payment options
  • Works with the Office Manager and clinical team to resolve insurance or account concerns professionally and efficiently
• Specialist & Treatment Coordination
  • Coordinates referrals and communication with specialists, including endodontists, oral surgeons, orthodontists, and other healthcare providers
  • Helps schedule specialist appointments when appropriate and ensures necessary records, X-rays, and referral information are provided
  • Follows up on referrals and helps ensure patients return to our office for the appropriate next phase of treatment
  • Serves as a communication link between the patient, our doctors, and outside specialists to help make treatment as seamless as possible
• Support the Team & Practice
  • Covers phones, scheduling, checkout, insurance, patient communication, and other front-office responsibilities as needed
  • Is willing to cross-train and assist in other areas of the office when appropriate
  • Helps with projects, organization, patient follow-up, practice growth initiatives, and other responsibilities as assigned
  • Looks for ways to help rather than waiting to be asked
  • Understands that providing 5-star service sometimes means stepping outside of normal day-to-day responsibilities to help a patient or teammate

Position Requirements

• Professional, positive, and dependable demeanor
• Exceptional communication and organizational skills
• Comfortable discussing treatment costs, insurance benefits, and financial options with patients
• Previous experience in customer service, sales, hospitality, or a dental/medical front office preferred
• Dental insurance experience is a plus, but we are willing to train the right person
• Comfortable communicating with insurance companies, specialists, patients, and other healthcare offices
• Able to learn new technology, systems, and processes
• Willing to cross-train and help in multiple areas of the practice
• Team-oriented mentality with a willingness to step in when something needs to be done
• Driven, motivated, accountable, and eager to continue learning
• Looking for a place of employment where they can grow, contribute, and stay for years

Compensation

• Hourly Pay: Starting rate $19–25/hr based on experience and interview performance
• Bonuses: correlated with performance metrics. The current number of bonuses split amongst all staff in 2025 totaled over $40,000.
• Benefits:
  • 401K with 4% match after 1 year on the team
  • Unlimited unpaid PTO as long as the Job Description is being fulfilled.
  • 1 week paid vacation after the first 6 months, 2 weeks paid vacation after 1 year. Can accumulate up to 4 weeks of paid vacation depending on years on the team
  • 4 paid personal days after 1 year.
  • 7 paid holidays if they fall on regularly scheduled workdays: New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Christmas Eve, Christmas Day.
  • $75 per year Uniforms Budget
  • Employee receives all dental care free of charge, immediate family receives a 50% discount on all dental care, and predeclared and approved extended family receives a 25% discount. All cases must be approved by the owner doctor before proceeding with the discount.
  • Life Insurance and Disability Insurance.
• Hours
  • Monday, Tuesday, Thursday, Friday, 7:45 AM to 5 PM, with a choice of an unpaid lunch from 12 PM to 1 PM. Wednesdays off unless extra hours needed for project completion.

Experience

Customer service experience (in healthcare, hospitality, retail, or similar) preferred

Dental or medical office experience helpful, but not required — we will train the right person.

Strong communication, organization, and computer skills required.

Must be committed to professional growth and delivering excellent patient care.