Head of Operations & Business Management

The Director of Operations is responsible for providing operational leadership, direction and administration to assigned dental practices in the region ensuring operational and financial effectiveness through its Practice Administrators (PAs). At GEDC we are here to support providers, and one of the top priorities of the AOM is to see that the PA and staff make it easy and rewarding for the doctors every day. Ultimately the AOM’s goal is to improve the financial health of the dental practices through the Five GEDC Drivers and recruiting and developing the best talent. As an expert in all GEDC systems, the AOM will be able to identify issues within a practice by monitoring key reports and then coach and train staff in the office to correct the situation. To succeed, the AOM must leverage their PAs by ensuring the PAs become more effective. Additionally, the AOM will be responsible for the condition and presentation of the dental offices with it being at all times “CEO Visit” ready and in compliance with all health and safety laws.

Operational Responsibilities Establish a weekly visit schedule to offices to review operational strengths and coach on operational weaknesses with the PA and front desk team. On average, the AOM will visit each office twice a month

Consistently review providers’ schedules and the operational trip wires to identify weaknesses and opportunities for improvement within each individual office and compliance to GEDC protocols

Attend PM/AM meetings during visits providing feedback relative to the GEDC standard on these meetings

Ensure the PA is communicating with the PSC via appropriate channels any operational issues (i.e. IT/facility tickets, payroll problems) and work directly with the PSC to bridge any gaps

Act as a liaison for the providers to the Clinical Directors and Regional Directors relaying any clinical, operational or other issue the providers may have

Customer Service Responsibilities Train PAs on Great Expressions’ customer service principles to help ensure patient flow

Perform facility reviews to ensure each office is compliant with all OSHA and healthcare laws and follows the GEDC office standard for appearance

Financial Responsibilities Understand how to read, explain and manage the P&L statements for an office providing specific coaching to the PA to manage variable expenses

Ensure the PA is compliant with financial policies including invoice approval and submission, daily deposit of cash, daily processing of credit card batches and monthly submission of deposit back-up to the PSC

Management and Employee Development Responsibilities Hold a monthly regional meeting with all PAs to 1.) deliver updates and general information on Great Expressions’ initiatives, 2.) deliver training on operational processes and procedures and 3.) review of office best practices

Assist the PA in providing structure to his/her team’s day to ensure key priorities are addressed, and the team is disciplined in focusing on the Five GEDC Drivers

Delegate responsibility to the PAs for hiring staff and work with them to see that the teams are continuously becoming more effective

Consistently provide performance feedback and coaching feedback, as necessary, to his/her PAs in a timely, documented manner

Ensure his/her PAs are selecting and retaining the best talent within the office who work at a high level with great care and respect for our providers, our doctors, our fellow employees and our policies

Attend monthly AOM meetings as requested by the VP of Regional Operations

Compliance Thoroughly inspect the office with the PA during each visit to ensure it is “CEO Visit” ready. Specific follow up items will be given and then re-addressed by the AOM

Hold PA accountable for 100% spore testing and other OSHA matters

Ensure PAs have all staff members complete legally required or internally mandated training for OSHA, HIPAA, emergencies and other areas

Education & Experience Bachelors degree in Healthcare Management or other Business related degree

5 -7 years experience within operations management

3-5 years supervisory experience leading teams

Active participation in professional organizations a plus

Knowledge, Skills & Abilities Proven track record of developing highly productive working relationships through mentoring and training

Strong computer skills including: Microsoft Office and other business analytics systems

Superior customer service skills and successful record of customer relations management

Excellent written and interpersonal communication skills

Ability to work independently and professionally in a fast past environment

Experience with managing budgets and delivering information from P&L statements and delivering strong results and growth

Track record of successfully resolving a variety of levels of conflict across the organization and fixing troubled situations

Ability to handle highly sensitive and confidential information in a manner that inspires confidence and trust

Successful record of managing multiple projects with correct prioritization and time management skills

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GEDC is committed to diversity and inclusion and is proud to be an equal opportunity employer. All qualified applicants are welcomed and encouraged to apply.

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