Front Office Lead III Hillview

Clove Dental•Ventura, CA

20h

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. Responsibilities may be delegated, but the role remains accountable for results. The position leads front-office operations and serves as the senior day-to-day operational leader for the office, coordinating with providers, clinical staff, regional leadership, and Company departments as needed. The role owns front-office team performance and execution, overall office KPI performance, staffing and coverage, treatment-plan presentation and follow-up, scheduling and patient flow, collections, exception-report performance, and achievement of office revenue, profitability, patient-experience, operational, and team-performance goals. It makes day-to-day operational decisions within Company policies and escalates significant clinical, HR, compliance, legal, or financial matters to the appropriate regional or Company leader.

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.