Front Office Lead III Santa Monica

Front Lead III
Pay Range: $34$40/hour

Includes all Receptionist IIII and Front Office Lead III 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 IIII and Front Office Lead III 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.