Sr Director, Front Office Operations

Key Responsibilities

• Workflow Standardization
• Design and roll out a standardized front office playbook across all 200+ practices.
• Identify and address front office behaviors that drive claim denials, AR aging, and collection shortfalls.
• Evaluate and adapt workflows to pediatric and orthodontic scheduling and billing realities.
• Collaborate with Operations and IT on PMS configuration standards, scheduling templates, and reporting setup.
• Training & Field Enablement
• Build and deliver front office training for practice managers and front desk staff.
• Conduct in-practice and virtual coaching to improve front office performance.
• Lead change management for new front office or RCM-related systems.
• Train practice managers and front desk staff on Cloud 9 or Denticon best practices.
• Performance Management & Reporting
• Define and track front office KPIs that predict downstream RCM performance.
• Build a recurring practice level scorecard and review cadence with regional and practice leadership.
• Report performance trends and improvement plans to executive leadership.
• Cross Functional Leadership
• Serve as the primary liaison between practice level front office teams and the centralized RCM function.
• Partner with Operations, IT/PMS systems, and HR/TA on staffing, systems, and process changes.
• Collaborate with L&D and regional team leads as the practice count and program scope grow.

Qualifications

• 8+ years in dental practice operations, patient access, or revenue cycle management, including multi-site or multi-location oversight.
• Demonstrated experience in designing and rolling out standardized operational processes.
• Working knowledge of dental insurance verification, scheduling systems, and time of service collections; DSO experience strongly preferred.
• Hands-on proficiency in Cloud 9 and/or Denticon, focusing on scheduling, eligibility verification, ledger/payment posting, and reporting modules.
• Ability to evaluate PMS configuration and usage patterns affecting collections and translate findings into corrective front office behaviors.
• Comfort working in both practice-level coaching and executive-level reporting roles.