Front Office Lead II Marin

Clove Dental•Thousand Oaks, CA

About The Position

The Front Office Lead II leads daily front-office operations and is accountable for overall office performance, team execution, and KPI achievement. Responsibilities may be delegated, but the Front Office Lead II remains accountable for completion of the work and achievement of standards. The role includes all Receptionist I–III and Front Office Lead I responsibilities, with increased accountability for staff performance, operational decisions, and office results. The Front Office Lead II owns treatment-plan presentation and follow-up, schedule performance, front-office collections, and consistent execution of payment and financing workflows. The role trains, coaches, and directs front-office team members; monitors KPIs, patient reviews, lab cases, follow-up lists, exception reports, and recurring responsibilities; and ensures corrective actions are taken when gaps or recurring issues are identified. The role is also responsible for addressing escalated patient concerns and operational issues, contributing to staffing and coverage decisions, monitoring office profitability, and driving office production, collections, reappointment, scheduling, treatment-conversion, patient-experience, and profitability goals.

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 and patient balances, and ensure 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.