Front Office Lead I Santa Monica

Clove Dental•Santa Monica, CA

22h

About The Position

The Front Office Lead I leads daily front-office operations, including phones, check-in and checkout, scheduling, patient flow, and patient experience. The role presents treatment plans, discusses estimated patient costs and financing options, and drives scheduling of recommended treatment. It owns recall, reactivation, unscheduled treatment, cancellations, no-shows, and same-day schedule openings, while monitoring patient balances and collections and ensuring consistent payment and collection workflows. The Front Office Lead I reviews schedules and patient records for outstanding treatment, balances, forms, and scheduling opportunities. The role ensures lab cases, patient follow-ups, reviews, forms, mail, and recurring front-office responsibilities are completed, and maintains and reinforces HIPAA, OSHA, attendance, dress code, name-badge, and other Company policies and standards. It also supports office marketing, events, recruiting referrals, and other operational initiatives. The position provides daily leadership and direction to Receptionist I–III team members, assigning responsibilities according to office needs. It trains and coaches team members on front-office workflows, patient communication, scheduling, collections, treatment presentation, and Company standards, and holds them accountable for completing assigned work accurately and on time. It monitors front-office KPIs, patient reviews, lab cases, follow-up lists, and recurring responsibilities; addresses execution gaps; and ensures missed or incomplete responsibilities are corrected. The role resolves patient concerns and routine operational issues, escalating significant clinical, HR, compliance, or financial matters to the appropriate regional or Company leader. It drives office production, collections, reappointment, scheduling, treatment-conversion, and patient-experience goals, and owns completion of front-office exception reports and resolution of identified exceptions and recurring trends.

Responsibilities

Lead daily front-office operations, including phones, check-in/checkout, scheduling, patient flow, and patient experience.
Present treatment plans, discuss estimated patient costs and financing options, and drive scheduling of recommended treatment.
Own recall, reactivation, unscheduled treatment, cancellations, no-shows, and same-day schedule openings.
Monitor patient balances and collections and ensure consistent payment and collection workflows.
Review schedules and patient records for outstanding treatment, balances, forms, and scheduling opportunities.
Ensure lab cases, patient follow-ups, reviews, forms, mail, and recurring front-office responsibilities are completed.
Maintain and reinforce HIPAA, OSHA, attendance, dress code, name-badge, and other Company policies and standards.
Support office marketing, events, recruiting referrals, and other operational initiatives.
Provide daily leadership and direction to Receptionist I–III team members and assign responsibilities based on office needs.
Train and coach Receptionist I–III team members on front-office workflows, patient communication, scheduling, collections, treatment presentation, and Company standards.
Hold Receptionist I–III team members accountable for completing assigned responsibilities accurately and on time.
Monitor front-office KPIs, patient reviews, lab cases, follow-up lists, and recurring responsibilities and address execution gaps.
Identify missed or incomplete responsibilities, ensure they are corrected, and coach team members to prevent recurrence.
Resolve patient concerns and routine front-office operational issues and escalate significant clinical, HR, compliance, or financial matters to the appropriate regional or Company leader.
Drive achievement of office production, collections, reappointment, scheduling, treatment-conversion, and patient-experience goals.
Own completion of front-office exception reports, ensure identified exceptions are corrected, and address recurring trends or unresolved issues.