Position Summary
The Lead Front Desk Coordinator is a working leadership role responsible for executing daily front desk responsibilities while overseeing the performance and efficiency of all front desk operations. This individual serves as the primary contact for all Front Desk operations and provides direction and accountability to Front Desk Coordinators and Scheduling Concierge roles.
This role works closely with the Insurance Coordinator and other department leads to ensure clinical and administrative operations remain aligned, productive, and patient-centered.
Core Responsibilities
1. Daily Front Desk Execution (Administrative + Production Driven)
· Answer phones within 3 rings using scripting standards
· Greet and check in patients professionally and efficiently
· Manage provider calendars in Dentrix Ascend
· Demonstrated experience with block scheduling for both doctor and hygiene providers
· Maintain and protect block scheduling templates to support production goals and optimal daily flow
· Manage Treatment Planning process to drive practice production and patient health outcomes by converting diagnosed
treatment into scheduled appointments through trust, clarity, and confident financial communication.
· Ensure accurate documentation and workflow completion (i.e. confirming, communicating and reviewing treatment plans)
· Ensure proper procedure time allocation and productive scheduling structure
· Complete care calls and treatment follow-ups
· Handle patient check-out and financial presentations
· Collect payments accurately
· Verify insurance benefits and communicate policies clearly
· Conduct seamless patient handoffs between clinical and administrative teams
2. Leadership & Oversight
· Provide daily direction to Adjunct Front Desk Coordinators and Scheduling Concierge roles (1-2 staff members)
· Ensure completion and accuracy of daily checklists
· Track front office supplies, administrative workflows & organization.
· Coach team members on workflow adherence, time management, and multitasking
· Monitor schedule performance and patient communication standards
· Identify and correct workflow breakdowns
· Support onboarding and training of team members
· Report on KPI and goals on a weekly basis during leadership meetings.
3. Collaboration & Alignment
· Work closely with the Insurance Coordinator to ensure seamless benefit verification and financial clarity with patient
balances and treatment plan presentations.
· Partner with clinical, patient care and hygiene leads to ensure scheduling efficiency and patient readiness
· Lead and be prepared for daily morning huddles
· Participate in weekly leadership meetings and report on front desk performance
Qualifications
· 3–5 years dental front office experience required
· Leadership experience preferred
· Proficiency in Dentrix Ascend
· Proficiency in treatment planning
· Strong knowledge of dental insurance processes
· Proven experience with production-driven block scheduling
· Exceptional communication and organizational skills
· Ability to multitask in a fast-paced environment
Professional Competencies
· Advanced multitasking ability while maintaining accuracy and composure in a fast-paced environment
· Ability to complete tasks independently and provide proactive status updates without requiring repeated follow-up from
doctor or team members
· Strong verbal and written communication skills with clear, confident, and professional delivery
· Demonstrates ownership of responsibilities and closes loops consistently
· Highly organized with the ability to prioritize and anticipate practice needs