Front Office Lead II Santa Monica

Clove Dental•Santa Monica, CA

19h

About The Position

The Front Office Lead II has increased accountability for overall office performance, team execution, and KPI achievement. The role includes all Receptionist I–III and Front Office Lead I responsibilities. Responsibilities may be delegated, but the Front Office Lead II remains accountable for ensuring work is completed and standards are achieved. The role leads daily front-office operations and team execution across phones, scheduling, check-in and checkout, patient flow, and patient experience. It owns treatment-plan presentation and follow-up, front-office collections and payment workflows, schedule performance, KPI monitoring, and achievement of office production, collections, reappointment, scheduling, treatment-conversion, patient-experience, and profitability goals. The Front Office Lead II trains and coaches front-office team members, resolves escalated patient and operational concerns, identifies and addresses execution gaps, and takes greater ownership of staffing, coverage, onboarding, training, and daily operational decisions. The role also reviews performance trends and exception reports, develops action plans, assigns corrective actions, and verifies that issues are resolved.

Responsibilities

Lead daily front-office operations and hold the team accountable for phones, scheduling, check-in and checkout, patient flow, and patient experience.
Own treatment-plan presentation and follow-up, including estimated costs, financing options, case acceptance, and scheduling recommended treatment.
Drive schedule performance through recall, reactivation, unscheduled treatment, cancellation, no-show, and same-day fill management.
Own front-office collections, patient balances, and consistent execution of payment and financing workflows.
Review schedules and patient records to identify production opportunities, outstanding treatment, balances, incomplete forms, and operational issues.
Train, coach, and provide daily direction to Receptionist I–III and Front Office Lead I team members.
Monitor front-office KPIs, patient reviews, lab cases, follow-up lists, exception reports, and recurring responsibilities.
Identify execution gaps, ensure corrective action is taken, and reinforce Company workflows and standards.
Resolve patient concerns and front-office operational issues, escalating significant clinical, HR, compliance, or financial matters appropriately.
Drive achievement of office production, collections, reappointment, scheduling, treatment-conversion, patient-experience, and profitability goals.
Hold Receptionist I–III and Front Office Lead I team members accountable for the quality, timeliness, and consistency of their work.
Proactively identify and correct performance gaps in production, scheduling, collections, reappointment, treatment conversion, patient experience, and front-office execution.
Provide ongoing performance feedback, document recurring performance concerns, and implement coaching or corrective action in accordance with Company processes.
Review office performance trends and develop and execute action plans when KPIs are below expectations.
Manage escalated patient concerns and operational issues that cannot be resolved by Receptionist I–III or Front Office Lead I.
Take greater ownership of front-office staffing, coverage, onboarding, training, and daily operational decisions.
Monitor office profitability and identify front-office opportunities to improve production, collections, schedule utilization, and operating performance.
Review exception reports for trends and recurring failures, assign corrective actions, and verify identified issues are resolved.