Application and resume must be submitted in English to be considered

Virtual Dental Office Assistant – Incoming Calls

Position: Virtual Dental Office Assistant
Employment Type: [Full-Time]
Location: Remote
Reports To: Office Manager / Operations Manager

Position Summary

We are seeking a professional, reliable, and patient-focused Virtual Dental Office Assistant to handle incoming patient calls for our dental practice.

This position is 100% remote and will serve as an extension of our front office team. The primary responsibility is to answer incoming calls, assist patients with routine questions, schedule appropriate appointments, and ensure calls are handled efficiently and professionally.

The idóneo candidate has dental office experience, excellent communication skills, strong attention to detail, and the ability to follow established office protocols while working independently from a remote location.

Primary ResponsibilitiesIncoming Patient Calls

- Answer all assigned incoming calls promptly and professionally.
- Identify the patient's needs and provide appropriate assistance within established office protocols.
- Schedule, reschedule, and cancel appointments according to office guidelines.
- Assist patients with questions regarding:
- Office hours
- Appointment availability
- Location and directions
- New patient information
- Forms and paperwork
- General office policies
- Payment policies
- Handle emergency calls according to the practice's established emergency protocol.
- Determine when a call needs to be transferred or escalated to the appropriate team member.
- Take accurate messages when the requested team member is unavailable.
- Document relevant calls and patient communications in the practice management system.

Appointment Scheduling

- Schedule new patient appointments according to established scheduling protocols.
- Schedule emergency appointments according to office guidelines.
- Reschedule and cancel appointments when appropriate.
- Follow established appointment lengths and provider scheduling requirements.
- Verify that the correct appointment type is being scheduled.
- Follow the practice's cancellation, confirmation, and scheduling policies.
- Avoid scheduling appointments that require clinical judgment without direction from the appropriate team member.
- Clearly communicate applicable scheduling and cancellation policies to patients.

Billing Inquiries

All billing inquiries are handled through email only.

The Virtual Dental Office Assistant will:

- Inform patients that billing questions and account disputes must be submitted by email.
- Provide patients with the appropriate billing email address.




- Clearly explain that the virtual assistant cannot resolve billing disputes or make changes to patient accounts over the phone.
- Direct patients to email the billing department with their questions or concerns.
- Document the patient's inquiry when appropriate.

The Virtual Dental Office Assistant will not:

- Discuss detailed account balances or billing disputes over the phone.
- Attempt to resolve billing complaints.
- Make changes to account balances.
- Promise refunds, adjustments, credits, or payment arrangements.
- Transfer billing calls to the doctor or clinical team.
- Make exceptions to established financial policies.

Patient Service

- Provide a professional, friendly, and confident telephone experience.
- Maintain control of conversations while remaining courteous and respectful.
- Listen carefully to patient concerns and determine the appropriate next step.
- Handle frustrated patients professionally and follow established escalation procedures.
- Never argue with a patient or make promises outside established office policies.
- Maintain appropriate boundaries and represent the practice professionally at all times.

Escalation Responsibilities

The Virtual Dental Office Assistant must recognize when a call requires assistance from an in-office team member or management.

Calls should be escalated when they involve:

- Clinical questions requiring a doctor or hygienist
- Questions regarding treatment recommendations or diagnosis
- Complaints about clinical care
- Requests for exceptions to office policies
- Hostile, abusive, or threatening behavior
- Legal concerns
- Serious patient complaints
- Situations outside established call-handling protocols

What This Position Does NOT Include

This position is specifically focused on handling incoming calls and remotely assisting patients with appropriate scheduling and general office questions.

The Virtual Dental Office Assistant will not be responsible for:

- Outbound treatment plan follow-up
- Calling patients to sell or promote treatment
- Treatment acceptance calls
- Clinical diagnosis or recommendations
- Providing clinical advice
- Making treatment decisions
- In-office patient care
- Assisting chairside
- Taking clinical records
- Managing the physical office
- Handling in-office payments
- Resolving billing disputes by phone
- Processing refunds or account adjustments




- Making unauthorized scheduling or financial exceptions

Required Qualifications

- Previous dental office experience preferred.
- Dental front-office experience strongly preferred.
- Experience answering a high volume of incoming calls.
- Experience scheduling dental appointments.
- Dentrix experience preferred.
- Excellent verbal communication and customer service skills.
- Professional telephone etiquette.
- Strong computer and multitasking skills.
- Excellent attention to detail.
- Ability to work independently and follow established protocols.
- Reliable high-speed internet connection.
- Quiet and professional remote workspace.
- Ability to maintain patient confidentiality and comply with HIPAA requirements.

Performance Expectations

The Virtual Dental Office Assistant is expected to:

- Be logged in and ready to take calls at the scheduled start time.
- Maintain consistent availability throughout scheduled working hours.
- Answer incoming calls promptly.
- Minimize missed and abandoned calls.
- Accurately schedule appointments according to office protocols.
- Document patient communications accurately.
- Follow all established office policies.
- Avoid making unauthorized exceptions or commitments.
- Escalate clinical, hostile, or unusual situations appropriately.
- Maintain professionalism on every patient interaction.
- Protect patient information and maintain HIPAA compliance.

Key Performance Metrics

Performance may be evaluated based on:

- Incoming call answer rate
- Missed and abandoned call rate
- Appointment scheduling accuracy
- Scheduling protocol compliance
- Accuracy of patient documentation
- Appropriate handling of billing inquiries
- Appropriate escalation of calls
- Call quality and professionalism
- Attendance and availability
- Overall patient experience

Ideal Candidate

The ideal candidate is:

- Professional and polished on the phone
- Friendly, confident, and able to communicate clearly
- Experienced with dental terminology and scheduling
- Organized and detail-oriented
- Comfortable handling a busy incoming call queue
- Able to follow established systems and protocols
- Calm and professional when dealing with frustrated patients
- Reliable and dependable
- Comfortable working independently in a remote environment

Although this is a remote position, the Virtual Dental Office Assistant is an important extension of our front office team. Every patient should receive the same professional, knowledgeable, and consistent experience they would receive when speaking with a member of our in-office staff.

Job Type: Full-time

Pay: From $20,000.00 per month

Work Location: Remote

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