Front Desk Lead

The Front Office Lead is responsible for overseeing the daily operations of the office to ensure efficient and effective service delivery. This role focuses on coordination of patient scheduling, office operations, and ensuring that administrative tasks, including timecard review and approval, are completed accurately and timely. The Front Office Lead serves as the primary point of contact for day-to-day questions, patient and staff scheduling, timecards, OSHA compliance, and office issues but does not have direct staff management responsibilities.  Any hiring decisions, performance issues, or disciplinary actions will be escalated to the Regional Manager.

The following is a list of specific duties, which are essential functions of this job. The list is not exhaustive as all duties are subject to change. Note that while the practice may provide an addendum to this job description that outlines some responsibilities specific to the practice needs, it does not replace this job description.   While an effort has been made to thoroughly describe the customary way this job is performed, reasonable accommodation will be made upon notification, for qualified individuals with disabilities who may not be able to perform the job in the manner indicated.

Summary of Essential Job Functions:

·         Oversee front desk operations, including payment collections, patient check-in/check-out and appointment scheduling.

·         Assist with patient flow coordination and ensure completion of necessary practice and BOND paperwork.

·         Review and approve staff timecards daily, adhering to payroll cutoffs.

·         Act as a point of contact for office staff regarding operational processes.

·         Serve as OSHA coordinator for the practice

·         Assist with marketing initiatives, including patient referral programs, community outreach, and internal promotions, contests, and events.

·         Resolve patient inquiries and concerns, escalating when necessary.

·         Train front office staff in operational procedures, all new hires in office policies and procedures, and maintain front office SOPs, scripts and checklists.

·         Monitor and manage front office supplies, expenses, and equipment.

·         Oversee Invisalign follow-ups, ensuring all cases and patient communications are tracked and updated in Trello.

·         Ensure adherence to front office policies and procedures.

·         Assist with end-of-day reporting and reconciliation.

·         Attend, participate in, and may lead all office meetings, continuing education events and team huddles.

·         Demonstrate strong teamwork with the team, BOND support departments, BOND Leadership, and the doctor support great patient and employee experiences.

Requirements: 

• Minimum of 2 years of front office experience in a fast-paced orthodontic or dental office required
• 1 year of training experience of new staff strongly preferred
• Demonstrated skills and knowledge in dental or orthodontic operations including accounts receivable, collections, insurances, and practice management software
• Self-directed, highly motivated outgoing individual that works well independently and collaborates with a team
• Strong interpersonal skills with the ability to quickly develop strong, trusting relationships
• Organized, detail oriented, multi-tasker with the ability to reprioritize in a fast-paced environment
• Strong problem-solving skills
• Communicates effectively and professionally in all situations with varying personalities of patients, potential new hires, staff members, doctors, and BOND team.

• Maintain confidentiality of employee and patient information

This job operates in a professional office environment. This role routinely uses standard office computer equipment such as computers and phones.  You may be required to use your own transportation to pick up supplies and move files to storage.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Most of the time will be spent training front-office staff and ensuring the front office runs efficiently while delivering excellent patient experiences.  Must be able to sit or stand for long periods of time.  Must be able to lift, push or pull up to 25 lbs. on a regular basis. 

This is a full-time position. Generally, days and hours of work are Monday through Friday, 8:00 a.m. to 5 p.m. or as determined at the practice.

Compensation: $25 to $30 per hour