Training Coordinator

Job Description

About Us:

Orthodontic Partners is a growing network of orthodontic practices dedicated to delivering exceptional patient experiences. As we continue expanding, we recognize the need for consistent, high-quality training for our front desk teams, who play a crucial role in customer service, appointment scheduling, and overall practice efficiency.

Job Summary:

We are seeking a Customer Service Training Coordinator to develop and lead a structured training program for our front desk teams across multiple locations. This individual will design and implement a hybrid training program (virtual and in-person) to improve customer service, call handling, and appointment scheduling efficiency. Success will be measured by improvements in key metrics associated with call handling and customer service.

Key Responsibilities:

Develop & Implement Training Programs

Design a structured onboarding program for new front desk team members.

Create ongoing training modules focused on customer service, phone etiquette, and scheduling best practices.

Utilize a mix of virtual training, recorded lessons, and occasional in-person coaching to ensure effective learning.

Monitor & Improve Performance

Analyze call and scheduling data to identify areas for improvement.

Implement best practices for call handling and appointment booking across all locations.

Work with practice managers to reinforce training at the office level.

Coaching & Support

Provide direct coaching to front desk staff based on recorded calls and performance metrics.

Offer group training sessions and one-on-one support as needed.

Develop scripts, FAQs, and playbooks to help front desk teams improve efficiency.

Collaboration & Reporting

Work closely with operations, regional managers, and call monitoring systems to track performance.

Provide leadership with reports on call metrics, appointment scheduling efficiency, and training impact.

Adjust training strategies based on data insights and team feedback.

Qualifications:

Experience in training, coaching, or managing customer service teams (preferably in healthcare, dental, or orthodontics).

Strong background in phone-based customer service and scheduling.

Ability to design training programs and lead engaging virtual and in-person sessions.

Excellent communication, constructive feedback, and problem-solving skills.

Comfortable analyzing call and scheduling performance data to drive improvements.

Familiarity with call monitoring tools, scheduling software, and practice management systems (PMS) is a plus.

Compensation & Benefits:

Bonus Eligible

Healthcare benefits

Paid time off

Opportunities for professional development

Why Join Us?

This is an opportunity to build and lead a game-changing training program that directly impacts patient experience and practice success. If you're passionate about coaching, improving customer service, and using data to drive results, we want to hear from you!

Full-time