Front Office Lead III Santa Monica

Clove Dental•Santa Monica, CA

19h

About The Position

Front Office Lead III is the highest-level office leader within the Front Office Lead track and is accountable for overall office execution, front-office team performance, and achievement of Company operating standards. The role includes all Receptionist I–III and Front Office Lead I–II responsibilities. Responsibilities may be delegated, but the Front Office Lead III remains accountable for the results. This position leads front-office operations, owns treatment-plan presentation and follow-up, drives provider schedule utilization, and manages front-office collections and payment workflows. It reviews schedules, patient records, treatment pipelines, patient balances, forms, and operational reports to identify risks and opportunities; monitors KPIs; and ensures corrective action when results fall below expectations. The Front Office Lead III leads, trains, coaches, and holds front-office team members accountable; resolves escalated patient and operational concerns; and ensures recurring front-office responsibilities and exception reports are completed. As the senior day-to-day operational leader, the role coordinates with providers, clinical staff, regional leadership, and Company departments, makes day-to-day operational decisions within Company policies, and escalates significant clinical, HR, compliance, legal, or financial matters to the appropriate leader. The role owns office revenue, profitability, collections, patient-experience, operational, and team-performance goals.

Responsibilities

Lead front-office operations and hold the team accountable for phones, scheduling, check-in/checkout, patient flow, patient experience, collections, and daily execution.
Own treatment-plan presentation and follow-up, including estimated costs, financing options, case acceptance, and scheduling recommended treatment.
Take primary ownership of high-value and complex treatment-plan presentations and follow-up when additional support is required.
Drive provider schedule utilization through recall, reactivation, unscheduled treatment, cancellation and no-show management, and same-day opportunities.
Own front-office collections, patient balances, payment workflows, and financing processes.
Review schedules, patient records, treatment pipelines, patient balances, forms, and operational reports to identify risks and opportunities.
Monitor front-office KPIs and ensure corrective action when production, scheduling, collections, reappointment, treatment conversion, or patient-experience results fall below expectations.
Own overall office KPI performance, identify trends and root causes, and implement corrective actions to improve production, collections, reappointment, schedule utilization, treatment conversion, and patient experience.
Take accountability for front-office team performance, execution, productivity, and adherence to Company workflows and standards.
Lead, train, coach, and hold Receptionist I–III and Front Office Lead I–II team members accountable.
Lead performance management by documenting recurring issues, delivering coaching and feedback, and implementing appropriate corrective action in accordance with Company processes.
Ensure patient follow-ups, lab cases, reviews, forms, mail, exception reports, and other recurring front-office responsibilities are completed.
Resolve escalated patient and operational concerns and reinforce Company policies and standards.
Review treatment pipelines and operational reports to identify production risks, unused capacity, collection risks, and growth opportunities, and implement action plans.
Make day-to-day office operational decisions within Company policies and escalate significant clinical, HR, compliance, legal, or financial matters to the appropriate regional or Company leader.
Own front-office staffing, onboarding, scheduling, training, and coverage, and ensure adequate staffing for daily operations.
Own exception-report performance across the office, ensure exceptions are resolved, identify recurring root causes, and implement processes to reduce repeat exceptions.
Serve as the senior day-to-day operational leader for the office and coordinate with providers, clinical staff, regional leadership, and Company departments as needed.
Own achievement of office revenue, profitability, collections, patient-experience, operational, and team-performance goals.
Support office marketing, events, recruiting referrals, and other operational initiatives.