Front Office Lead III Riverpark

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.