Job Description
Job Description
Front Lead III
Pay Range: $34–$40/hour
Includes all Receptionist I–III and Front Office Lead I–II responsibilities. 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 Front Office Lead III remains accountable for the results.
-
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.
-
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.
Additional Front Office Lead III Responsibilities
-
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.