Position Summary
The Front Desk Lead is responsible for overseeing the daily operations of the front office while providing exceptional customer service to patients. This role serves as the primary point of contact for patients, supports the administrative team, ensures efficient scheduling and billing processes, and works closely with the clinical staff to create a positive patient experience. Three 12 hr shifts per week. Works closely with the Office Manager.
Key Responsibilities
- Lead and support the front office team, ensuring excellent customer service and professionalism.
- Greet patients warmly and create a welcoming environment.
- Manage patient scheduling to maximize provider productivity and minimize downtime.
- Answer incoming phone calls, emails, and text messages promptly and professionally.
- Verify insurance eligibility and benefits before appointments.
- Collect patient payments, process financial transactions, and discuss treatment financing options.
- Maintain accurate patient records and ensure HIPAA compliance.
- Coordinate referrals, treatment plans, and follow-up appointments.
- Resolve patient concerns with professionalism and compassion.
- Monitor daily schedules, cancellations, and no-shows to optimize office efficiency.
- Train and mentor front desk staff on office procedures and customer service standards.
- Assist with performance coaching and workflow improvements.
- Communicate effectively with dentists, hygienists, and clinical team members.
- Manage office supplies and front office inventory as needed.
- Prepare daily reports, balance collections, and reconcile payments.
- Support practice goals by promoting patient retention and scheduling future treatment.
- Know all positions, jobs, and be able to perform all tasks.
- Schedule and Process VA requests, claims, and treatment.
- Sleep Dentistry: Schedule, Paperwork, Payments.
- Lead Front Office Meetings
- Scheduling Team/Manage Vacation Times
- Provide Coverage for the team when needed
- Managing Team Expectations
- Provide backup for billing questions
- Training new staff or current staff on new procedures
- Keep an updated SOP
- Check in with the team throughout their days
Qualifications
- High school diploma or equivalent required; associate degree preferred.
- Minimum of 2–3 years of dental front office experience preferred.
- Previous leadership or supervisory experience preferred.
- Knowledge of dental terminology, procedures, and insurance billing.
- Strong organizational and multitasking skills.
- Excellent communication and interpersonal abilities.
- Be able to walk the team through the decisions made that affect their work.
- Professional appearance and positive attitude.
- Ability to handle confidential information with discretion.
Skills
- Leadership and team development
- Customer service excellence
- Appointment scheduling
- Insurance verification
- Treatment presentation support
- Financial coordination
- Conflict resolution
- Attention to detail
- Time management
- Computer proficiency
- Patient- needs to be able to answer questions
- Positive and Reassuring
- Problem Solver
Physical Requirements
- Ability to sit or stand for extended periods.
- Frequent use of computers, phones, and office equipment.
- Occasional lifting of office supplies up to 20 pounds.
Pay: $21.00 - $24.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Employee discount
- Health insurance
- Paid time off
Work Location: In person
