Location: Prospect Height, IL

Department: Customer Care

Reports To: Customer Care Manager

Position Summary

The Case Entry Coordinator is responsible for the accurate, complete, and timely intake of incoming dental cases so production can begin without preventable delays. This role opens and sanitizes incoming cases, verifies prescriptions and supporting files, enters case details into Magic Touch Lab Software, and proactively resolves missing or unclear information with dental offices. The Case Entry Coordinator is a critical “front gate” for quality, turnaround time, and customer satisfaction.

Key Responsibilities & Essential Functions

Case Intake, Safety & Organization

• Open incoming dental cases and sanitize dental materials following safety protocols.

• Sort, label, and organize incoming cases to ensure correct routing and on-time flow to production.

• Maintain organized digital and paper records for all lab cases.

Case Entry & Documentation (Magic Touch)

• Accurately enter new dental cases into the Magic Touch tracking system, including patient details, dentist information, materials, product selection, and due dates.

• Review case prescriptions and digital files (scans, photos, notes) for completeness and accuracy prior to release to production.

• Attach/organize digital files to the correct case and ensure proper file naming/linking for downstream teams.

• Prepare and print work orders and invoices; ensure documents are correct and match the prescription.

• Update case statuses, delivery dates, and production notes as cases move through the lab.

Communication & Issue Resolution

• Communicate with dental offices by phone/email to confirm missing, incomplete, or unclear details (e.g., shade, bite, opposing, missing scans/photos).

• Coordinate with Customer Care, Production, and Technical Services to clarify requirements and prevent start/stop issues.

• Escalate exceptions and high-risk issues promptly using established guidelines and stop/start rules.

General Administrative Support

• Assist with general office tasks such as filing, scanning, and answering phones.

• Support lab leaders and technicians by ensuring case data is accurate, complete, and up to date.

Quality & Performance Expectations

• Consistently identify and flag missing information that can create downstream delays/remakes (e.g., shade, bite, opposing, photos).

• Maintain high accuracy on demographics, dates, product selection, notes, and attachments.

• Demonstrate strong documentation discipline so downstream teams can execute without rework.

Preferred Qualifications

• Dental Assisting or Dental Lab experience

• Strong knowledge of clinical dentistry and office-lab workflow.

• Familiarity with dental terminology, prescriptions/Rx, impressions, and digital scans/files.

Core Competencies

• Accuracy, consistency, and follow-through

• Prioritization and speed with quality

• Calm, solution-oriented communication

• Teamwork across Customer Care and Production

• Continuous improvement mindset

• Critical thinking skills

Work Environment & Physical Requirements

• Full-time, on-site in Chicago; early huddles and occasional off-shift coverage.

• Work is performed in a dental laboratory/office environment.

• No travel required

• Ability to sit/stand for extended periods, perform repetitive computer work, and occasionally lift/move packages/cases (within reasonable limits).

Tools & Platforms

• Computer

• Magic Touch Software

Compensation & Benefits

• Competitive salary, performance bonus tied to KPIs, and benefits package (commensurate with experience).

Pre-Employment Screening
Employment may be contingent upon successful completion of background verification and other pre-employment requirements permitted by law.

EEO Statement

GCDL is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Disclaimer
This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications. Responsibilities may change based on business needs.

• High School Diploma or equivalent.
• Dental Assisting or Dental Lab experience strongly preferred with strong knowledge of clinical dentistry, dental terminology, and office-lab workflow.
• 2+ years of experience in administrative intake, data entry, customer service, healthcare/dental office support, or similar fast-paced environment.
• Strong computer proficiency and comfort learning lab systems (Magic Touch experience is a plus).
• Keyboarding: Touch-typing / 10-finger typing; able to maintain speed (50 WPM) and accuracy (95%) in a high-volume data-entry role is essential.