Job Purpose The Case Receiving Coordinator serves as a key connection between orthodontic practices and the laboratory, ensuring incoming cases are accurately received, understood, and prepared for production. In addition to processing physical and digital case submissions, this position uses prior orthodontic clinical experience to assist doctors and practice staff with more complex case, appliance, prescription, and design-related questions. The Clinical Case Coordinator helps identify missing or unclear information, works with customers and internal teams to resolve case questions, and ensures accurate information is documented and communicated before cases move through production. Essential Job Duties and Responsibilities Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Receive and process digital and physical case submissions from various portals and enter case information accurately into DLCPM. Review prescriptions, doctor preferences, case information, and supporting records to identify missing, incomplete, or potentially conflicting information before cases move into production. Pre-invoice customer cases in DLCPM according to prescriptions and doctor specifications. Manage daily digital model submissions through multiple submission channels and enter cases into 3Shape. Communicate directly with doctors, clinical staff, and other practice team members to obtain missing information, clarify prescriptions, and resolve case-related questions. Serve as a knowledgeable resource for practices regarding more complex appliance, design, prescription, and case questions, using clinical orthodontic experience to understand the customer's needs and communicate available options or next steps. Recognize questions or case issues requiring additional technical or production expertise and coordinate with the appropriate internal team member for resolution. Translate information received from doctors and clinical staff into clear, accurate information for laboratory production teams. Document customer communications, case changes, and relevant instructions accurately in DLCPM. Partner with production and digital teams to resolve case discrepancies and help prevent delays caused by incomplete or unclear information. Provide responsive, professional customer service and follow through on open case questions until the information needed to proceed has been obtained. Assist the 3D and other departments with related tasks as needed. Perform other duties as assigned. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Qualifications High school diploma or equivalent required. Previous clinical experience in an orthodontic practice required. Working knowledge of orthodontic terminology, appliances, prescriptions, treatment processes, and common clinical workflows. Ability to understand and discuss case and appliance design questions with doctors and clinical staff. Ability to read and interpret orthodontic prescriptions, doctor preferences, and case instructions. Strong verbal communication skills and professional phone etiquette, including the ability to communicate confidently with doctors and clinical team members. Strong attention to detail and ability to identify missing, inconsistent, or unclear case information. Strong computer and data-entry skills; experience with orthodontic practice management, laboratory, scanning, or digital case submission systems preferred. Ability to learn DLCPM, 3Shape, and other laboratory systems. Strong time-management and organizational skills. Ability to manage multiple priorities and time-sensitive customer needs in a fast-paced environment. Ability to collaborate effectively with customer service, receiving, digital, and production teams. Schedule is Monday through Friday 7:00 AM to 3:30 PM.

Pay:

$25.82 - $30.00 per hour Expected hours: 40.0 per week

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Health savings account Life insurance Paid time off Retirement plan Vision insurance

Work Location:

In person