Overview
The Case Coordinator – Crown & Bridge is responsible for coordinating the day-to-day workflow from intake through production and final delivery. This role ensures customer commitments are achieved by proactively managing case scheduling, monitoring work-in-progress, coordinating across multiple departments, and providing exceptional customer service to dental clinics.
Acting as the central communication hub for the department, the Case Coordinator works closely with case intake teams, designers, technicians, shipping, and clinical partners to ensure cases progress efficiently while maintaining high standards of quality, accuracy, and customer satisfaction.
The role also supports digital case intake, invoicing processes, and continuous improvement of departmental workflows.
Responsibilities
Department Operations and Scheduling
- Plan and prioritize daily case workflow to meet customer delivery dates.
- Assign work to technicians based on workload and skills.
- Monitor case progress and resolve delays with the appropriate teams.
- Keep case information accurate and up to date in the Laboratory Management System (LMS).
Customer Service and Case Coordination
- Be the first point of contact for customer questions and case updates.
- Resolve routine inquiries and escalate complex issues when needed.
- Provide clear, professional, and timely communication to dental clinics.
- Record customer interactions and follow up until issues are resolved.
Case Intake and Workflow Support
- Review case intake for completeness and accuracy.
- Enter and maintain case information in the LMS.
- Support consistent workflows across the department.
- Work with other supporting teams (upstream or downstream) to keep cases moving efficiently.
Invoicing and Process Excellence
- Support accurate and timely invoicing for all laboratory cases.
- Develop, follow and promote standard operating procedures.
- Help train team members on invoicing and workflow processes.
- Look for ways to improve efficiency, accuracy, and customer service.
Qualifications
- Strong understanding of customer service principles and workflow coordination.
- Excellent organizational and time management skills with the ability to manage multiple priorities simultaneously.
- Demonstrated ability to communicate professionally with customers, technicians, and cross-functional teams.
- High level of attention to detail and accuracy.
- Strong analytical and problem-solving skills.
- Ability to work effectively under pressure in a fast-paced production environment.
- Proficiency with Microsoft Office (Excel, Outlook, Word).
Requirements:
- Minimum five (5) years of work experience in a customer service, production coordination, clinical scheduling, or operations role.
- Experience coordinating multiple workflows while managing competing priorities.
- Experience communicating directly with customers and resolving service-related issues.
- Experience managing teams of 2-10 direct reports
- Experience measuring, monitoring and performing against Key Performance Indicators (KPIs)
- Experience working within established quality systems and standard operating procedures.
Preferred Candidates Will Have:
- Experience in a dental laboratory (crown and bridge department), dental practice, dental manufacturing, or healthcare environment.
- Knowledge of Crown & Bridge and implant restoration workflows.
- Experience supporting digital dentistry workflows, including intraoral scans and CAD/CAM production.
- Experience coordinating production schedules in a manufacturing or laboratory setting.
- Previous experience with invoicing and case management systems.
Pay: $25.00-$26.00 per hour
Benefits:
- Dental care
- Extended health care
- Life insurance
- On-site parking
Work Location: In person
