FRONT DESK TEAM LEAD

Front Desk Lead Restore Dental Arts | Michigan City Restore is building the operational infrastructure to support our growing practice. Our Front Desk Lead owns the patient-facing operations layer at MC — not just executing tasks but designing the systems, holding the standards, and leading the team that delivers them. This is a supervisory role with explicit authority over the front desk team. We are looking for applicants with leadership skills at the supervisory level.

Position:

Front Desk Lead Location:

Michigan City (MC) Reports to: Office Manager (OM)

Supervises:

MC Front Desk Team Status:

Full-time, hourly with lead differential + performance incentive. Hours 7:45-5:15 end time can vary.

Core Accountabilities:

1. Scheduling Owns schedule health as a production outcome, optimizing for provider productivity, block utilization, and daily production goals Designs and maintains the schedule template — block types, appointment lengths, provider preferences, daily targets Builds and owns scheduling protocols and scripting (working with owners and OM)— how appointments are offered, how cancellations are handled, how same-day openings are filled, how the schedule is protected Monitors schedule fill rate weekly — Leads the front desk contribution to morning huddle — schedule review, production targets, flags for the day Owns the new patient scheduling experience from first call through confirmed appointment 2. AR, Collections, and Insurance Owns patient collections at point of service — copay collection, patient portion conversations, payment plan initiation Monitors AR aging and owns the front desk layer of collections follow-up Operates within insurance protocols. Escalates complex claims, denials, and AR exceptions to IOM for resolution Owns clean daily execution to standards outlined by Insurance Manager 3. Training and Onboarding Owns front desk onboarding for new hires — builds and maintains the onboarding checklist, trains to protocol, signs off on readiness (with owners and OM) Maintains training documentation for all front desk workflows — scheduling, insurance, collections, patient experience Identifies and addresses skill gaps in the FD team through observation and coaching Partners with OM on performance documentation when formal intervention is needed 4. Patient Experience Owns the operational patient experience standard from first phone contact through checkout and follow-up Sets and holds scripting, greeting, and communication standards for the FD team Owns service recovery for patient complaints or billing disputes — first line of resolution before escalation Monitors patient experience indicators — wait times, checkout efficiency, new patient conversion, patient feedback Partners with Patient Experience Coordinator on the handoff between operational and clinical patient experience touchpoints Ensures the practice feels consistent and differentiated to every patient at every administrative interaction 5. Team Leadership Directly supervises MC front desk staff — daily direction, accountability, performance feedback First escalation point for FD team before issues reach Office Manager Sets and holds the standard for patient experience from first contact through checkout Conducts regular one-on-ones with FD team members Represents the front desk perspective in leadership meetings Models the culture and patient experience standard expected of the team

Compensation:

Base hourly rate with lead differential. Performance incentive tied to schedule health and collections metrics, structure to be established within 60 days of hire. Incentive design will be collaborative,

Pay:

From $30.00 per hour

Benefits:

401(k) Life insurance Paid time off Retirement plan

Experience:

Dental:

3 years (Required)

Dentrix Ascend:

1 year (Preferred)

Language:

English / Spanish (Preferred)

Work Location:

In person