Front Office Lead I Hillview

Clove Dental•Ventura, CA

19h

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 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. It maintains and reinforces HIPAA, OSHA, attendance, dress code, name-badge, and other Company policies and standards, and supports office marketing, events, recruiting referrals, and other operational initiatives. The role provides daily leadership and direction to Receptionist I–III team members, assigns responsibilities based on office needs, and trains and coaches team members on front-office workflows, patient communication, scheduling, collections, treatment presentation, and Company standards. It holds team members accountable for accurate and timely completion of assigned responsibilities, monitors front-office KPIs and operational work, and addresses execution gaps. The role resolves patient concerns and routine front-office issues, escalating significant clinical, HR, compliance, or financial matters to the appropriate regional or Company leader. It drives office goals and owns the completion of front-office exception reports, correction of identified exceptions, and resolution of recurring trends or unresolved issues.

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; 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.