Patient Experience Supervisor

About the Job Job Code: 7302HA Clinical Systems, School of Dentistry Position Description The Patient Experience Supervisor plays an integral role in supporting pre‑doctoral clinical operations at the School of Dentistry, providing leadership and oversight for front desk and call center teams. Reporting to the Patient Experience Manager, this position collaborates closely with clinical leadership to ensure a seamless and exceptional experience for all patients at the University of Minnesota School of Dentistry. Oversee and coordinate the daily clinical support services for Patient Experience Team (65%) Staff Development/Supervision - Provide daily supervision and mentorship of 12+ Patient Experience Representatives. Perform on‑going needs analysis and evaluation of front‑end operations to ensure quality customer service and patient experience. In collaboration with the Patient Experience Manager, develop/implement staff organizational strategies and metrics. Establish team priorities, goals, and expectations. Hire, train, assign work, evaluate, reward, transfer, suspend, promote, discharge and handle disciplinary processes/grievances as necessary. Conduct performance reviews, make recommendations. Approve/deny time and absence requests as appropriate. Enforce HIPAA compliance, University of Minnesota policies and procedures. Facilitate and support staff participation in professional development, educational opportunities, workshops and/or seminars as appropriate. Patient Care Services (30%) Patient Conflict Resolution Mediate, resolve, and follow through on patient concerns on behalf of the School. Respond to patient concerns in‑person, via phone or departmental email; coordinate and communicate resolution with Associate Dean, faculty and/or students. Manage/respond to patient fails; document in electronic health record. Process/communicate financial adjustments to patient accounts as necessary. Provide backup for team members as needed and other special projects as assigned. Arrange in‑person language/translation needs with one of several outside agencies; assure details are documented within the electronic health record and communicated to appropriate faculty/staff/students. Other duties as assigned (5%) Serve on and/or provide administrative or other support for Department, School and University‑wide committees and groups, as appropriate. Continue professional development through attendance of courses, workshops, seminars and other meetings. A successful candidate must work well with many different types of personalities and be able to maintain a strong team of diverse patient care professionals. Location: In‑person, In office all 5 days. NOTE: This position is not eligible for H‑1B or Green Card sponsorship. This position does not offer a STEM OPT training program. Qualifications Required Qualifications BA/BS with at least 2 years of experience leading a team or related education and work experience to equal 6 years. Excellent written and verbal communication, interpersonal and customer service skills. Experience monitoring and adjusting operations workflow in a team environment. Ability to communicate effectively with diverse populations. Work experience in an academic dental institution. Familiarity with electronic health software. Desired Qualifications Experience and training in Axium electronic health record. Call center management experience. Experience training and onboarding new hires. Pay and Benefits Pay Range: $67,142 - $75,000 per year; depending on education/qualifications/experience. Time Appointment: 100% Appointment. Position Type: Civil‑Service & Non‑Faculty Labor Represented Staff. Competitive wages, paid holidays, and generous time off. Continuous learning opportunities through professional training and degree‑seeking programs supported by the Regents Tuition Benefit Program. Low‑cost medical, dental, and pharmacy plans. Healthcare and dependent care flexible spending accounts. University HSA contributions. Disability and employer‑paid life insurance. Employee wellbeing program. Excellent retirement plans with employer contribution. Public Service Loan Forgiveness (PSLF) opportunity. Financial counseling services. Employee Assistance Program with eight sessions of counseling at no cost. Employee Transit Pass with free or reduced rates in the Twin Cities metro area. While our salary ranges provide a framework, it is important to note that most of the time, the initial pay may not reach the maximum of the range. This approach ensures that compensation reflects the value and unique contributions of each candidate while maintaining equity within our organization. As part of our commitment to fair and equitable compensation, please be aware that the salary offered to incoming candidates will be based on their individual credentials and experience. Diversity The University recognizes and values the importance of diversity and inclusion in enriching the employment experience of its employees and in supporting the academic mission. The University is committed to attracting and retaining employees with varying identities and backgrounds. The University of Minnesota provides equal access to and opportunity in its programs, facilities, and employment without regard to race, color, creed, religion, national origin, gender, age, marital status, disability, public assistance status, veteran status, sexual orientation, gender identity, or gender expression. To learn more about diversity at the U: Employment Requirements Any offer of employment is contingent upon the successful completion of a background check. Our presumption is that prospective employees are eligible to work here. Criminal convictions do not automatically disqualify finalists from employment. #J-18808-Ljbffr