Overview
FRONT DESK TEAM LEAD Jobs in Valparaiso, IN at Restore Dental Arts
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 interaction5. 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
Title: FRONT DESK TEAM LEAD
Company: Restore Dental Arts
Location: Valparaiso, IN
