Front Office Lead I Beverly Hills
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 supports scheduling recommended treatment. It owns recall, reactivation, unscheduled treatment, cancellations, no-shows, same-day schedule openings, patient balances, collections, and consistent payment workflows. The role reviews schedules and patient records for outstanding treatment, balances, forms, and scheduling opportunities. It ensures completion of lab cases, patient follow-ups, reviews, forms, mail, and recurring front-office responsibilities, while reinforcing 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 Front Office Lead I provides daily leadership to Receptionist I–III team members, assigns work, trains and coaches staff, and holds them accountable for accurate and timely completion. The role monitors front-office KPIs, patient reviews, lab cases, follow-up lists, recurring responsibilities, and exception reports; addresses execution gaps and recurring trends; resolves patient concerns and routine operational issues; and escalates 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.
Responsibilities
- Lead daily front-office operations, including phones, check-in and 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, escalating 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.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
