Job Description

Seeking a customer-focused dental professional to support digital treatment planning and guided surgery workflows. This role serves as a key liaison between clinicians, planners, and internal teams, ensuring accurate case evaluation, digital file management, and exceptional customer service throughout the implant treatment planning process. Ideal candidates have dental industry experience, implant knowledge, and a passion for digital dentistry and technology.

Essential Functions:

• Processes digital orders once electronic files are received.
• Verifies DTP prescription (Rx) product and information, including but not limited to implant system, size, and surgical kit.
• Evaluates cases thoroughly; advises doctors on which product is most beneficial to their needs.
• Utilizes CBCT/CT data and intra-oral scan data, combining them in treatment planning software (RealGUIDE) and pass ownership to planners via software’s cloud.
• Performs administrative support duties such as creating folders in designated file locations, provides GCX (Glidewell Customer Experience) notes, creates case plans, and sends impressions/models into production for requested product.
• Maintains security and integrity of digital Rx, MyAccount portal, L Drive, and digital treatment planning (DTP) customer folders following the DTP standard operating procedures (SOP).
• Distributes cases to planners to end-handle once all necessary information is gathered from reviewing scans and call backs for missing/incomplete information.
• Serves as a liaison between the call center, customers, and internal departments and divisions; provides accurate and complete information in a prompt and articulate manner.
• Creates tasks in GCX for Technical Advisors-DTP in workbasket to call doctors for cases on hold (Rx, Scans, Approvals).
• Monitors GCX processors workbasket and inputs, makes outbound calls, and offers information on DTP products and ongoing cases.
• Resolves customer inquiries pertaining to guided surgery.
• Triages cases into the production flow in a prompt manner.
• Provides customers with digital treatment planning information.
• Tracks all cases to ensure schedule is adhered to.
• Ensures customer retention and satisfaction.
• Generates and maintains reports as needed.
• Maintains Excel shared document to track cases new cases and their progress.
• Combines cases coming from shipping department and delivers dental impressions to the plaster room.
• Serves as a liaison with shipping department for duplicated cases, credits and shipping instructions.
• Provides administrative support to customers; checks on ship dates, provides product information, updates account information, and inputs call notes into the customer management system.
• Converts dental scans into appropriate format as necessary.
• Repairs CAD files that cannot be imported due to improper scans or return errors.
• Scans impression and/or models using 3D scanner.
• Supports Full-Arch department with evaluating “stents” cases, if for DTP or back to Full-Arch.
• Performs other related duties and projects as business needs require at direction of management.

Education and Experience:

• High school diploma or equivalent required, relevant Bachelor’s degree preferred.
• Minimum five (5) years of customer service and/or dental experience.
• RDA, DA, or CDT preferred.
• Implant experience, highly preferred.
• RealGUIDE and/or CoDiagnostics and/or 3 Shape Implant Studio experience, preferred.

Special Requirements/Certification:

• RDA, DA, or CDT certifications preferred.

Pay Range: $22.68/hr