Front Office Lead II: Drive KPIs, Revenue & Patient Care

Clove Dental; Los Angeles (CA); On-site; USD 43,000 - 48,000; Full time

Job summary

Clove Dental in Encino is seeking a Front Office Lead II to manage daily front-office operations, oversee Receptionist I–III and Front Office Lead I, and drive KPI achievement. Monday–Friday with two Saturdays a month.

You will present treatment plans, manage scheduling and collections, improve patient flow and experience, and coach the front-office team to meet production and profitability goals while enforcing company standards.

Responsibilities

• 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.
• Train, coach, and provide daily direction to Receptionist I–III 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 elevate significant clinical, HR, compliance, or financial matters appropriately.
• Drive achievement of office production, collections, reappointment, scheduling, treatment-conversion, patient-experience, and profitability goals.
• Hold Receptionist I–III 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 I–III 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.

Job description

Clove Dental in Encino is seeking a Front Office Lead II to manage daily front-office operations, oversee Receptionist I–III and Front Office Lead I, and drive KPI achievement. Monday–Friday with two Saturdays a month.

You will present treatment plans, manage scheduling and collections, improve patient flow and experience, and coach the front-office team to meet production and profitability goals while enforcing company standards.