Front Office Lead III Beverly Hills

Clove Dental•Beverly Hills, CA

About The Position

Front Office Lead III is the highest-level office leader within the Front Office Lead track. The role is accountable for overall office execution, front-office team performance, and achievement of Company operating standards. Responsibilities may be delegated, but the Front Office Lead III remains accountable for results. The position leads front-office operations and serves as the office’s senior day-to-day operational leader, coordinating with providers, clinical staff, regional leadership, and Company departments. It owns office KPI performance and goals for revenue, profitability, collections, patient experience, operations, and team performance. The role also oversees staffing, onboarding, scheduling, training, and coverage, and makes day-to-day operational decisions within Company policies while escalating significant clinical, HR, compliance, legal, or financial matters to the appropriate regional or Company leader. The stated pay range is $34–$40 per hour. The role includes all Receptionist I–III and Front Office Lead I–II responsibilities.

Responsibilities

Lead front-office operations and hold the team accountable for phones, scheduling, check-in and 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.
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 is taken when production, scheduling, collections, reappointment, treatment conversion, or patient-experience results fall below expectations.
Lead, train, coach, and hold accountable Receptionist I–III and Front Office Lead I–II team members.
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.
Support office marketing, events, recruiting referrals, and other operational initiatives.
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 full accountability for front-office team performance, execution, productivity, and adherence to Company workflows and standards.
Lead performance management by documenting recurring issues, delivering coaching and feedback, and implementing appropriate corrective action in accordance with Company processes.
Take primary ownership of high-value and complex treatment-plan presentation and follow-up when additional support is required.
Review treatment pipelines and operational reports to identify production risks, unused capacity, collection risks, and growth opportunities, and implement action plans to address them.
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.