Front Office Lead II Camarillo

Front Lead II

Includes all Receptionist IIII and Front Office Lead I responsibilities. Front Office Lead II has increased accountability for overall office performance team execution and KPI achievement. Responsibilities may be delegated but Front Office Lead II remains accountable for ensuring the work is completed and standards are achieved.

• Lead daily front-office operations and hold the team accountable for phones scheduling check-in/checkout patient flow and patient experience.

• Own treatment-plan presentation and follow-up including estimated costs financing options case acceptance and scheduling recommended treatment.

• Drive schedule performance through recall reactivation unscheduled treatment cancellation no-show and same-day fill management.

• Own front-office collections patient balances and consistent execution of payment and financing workflows.

• Review schedules and patient records to identify production opportunities outstanding treatment balances incomplete forms and operational issues.

• Train coach and provide daily direction to Receptionist IIII and Front Office Lead I team members.

• Monitor front-office KPIs patient reviews lab cases follow-up lists exception reports and recurring responsibilities.

• Identify execution gaps ensure corrective action is taken and reinforce Company workflows and standards.

• Resolve patient concerns and front-office operational issues and escalate significant clinical HR compliance or financial matters appropriately.

• Drive achievement of office production collections reappointment scheduling treatment-conversion patient-experience and profitability goals.

Additional Front Office Lead II Responsibilities

• Hold Receptionist IIII and Front Office Lead I team members accountable for the quality timeliness and consistency of their work.

• Proactively identify and correct performance gaps in production scheduling collections reappointment treatment conversion patient experience and front-office execution.

• Provide ongoing performance feedback document recurring performance concerns and implement coaching or corrective action in accordance with Company processes.

• Review office performance trends and develop and execute action plans when KPIs are below expectations.

• Manage escalated patient concerns and operational issues that cannot be resolved by Receptionist IIII or Front Office Lead I.

• Take greater ownership of front-office staffing coverage onboarding training and daily operational decisions.

• Monitor office profitability and identify front-office opportunities to improve production collections schedule utilization and operating performance.

• Review exception reports for trends and recurring failures assign corrective actions and verify identified issues are resolved.