Head of Operations & Business Management

Description
JOB SUMMARY: The Operations Manager is responsible for meeting financial performance and revenue growth goals while managing the operations of the practice and ensuring an excellent patient experience. Establishes systems and processes which result in patient satisfaction, patient retention, case acceptance, employee engagement, provider engagement, and financial performance. Responsible for practice operations systems and provides support to all functioning areas, including administrative support to the front and back office. This support is crucial to the delivery of the Company's mission of helping children achieve a lifetime of great oral health.

EDUCATION/CREDENTIALS:

~ Bachelor's Degree in Business or related field, Master's preferred or equivalent work experience.

JOB RELATED EXPERIENCE:

Minimum 5 years progressive leadership and functional practice management experience. Excellent communication, problem solving and leadership skills. Coursework or on-the-job training in the fields of dentistry, business or training. Strong healthcare management/customer service management and leadership skills a plus. Experience leading a team, mentoring and coaching subordinates.

JOB-RELATED SKILLS/COMPETENCIES:

Ability to make good decisions within assigned scope of authority. Exceptional critical thinking skills. Ability to effectively supervise, lead, develop, and coach staff. Ability to control expenses. Strong business acumen. Ability to support and effectively collaborate with other departments to achieve results. Ability to plan ahead, and to prioritize and coordinate activities, services, schedules or programs. Ability to plan, assess, communicate, and develop employee performance.

WORKING CONDITIONS/PHYSICAL DEMANDS:

~ Office Environment

MAJOR DUTIES AND RESPONSIBILITIES:

Manages office staff, provides problem-solving, decision making, planning, delegation, and conflict management when needed. Build and maintain a positive office culture. In coordination with RDO and Human Resources, select and orientate office staff. Evaluate staff performance and submit performance reviews, Ensure 100% of staff complete required learning modules on time. Conduct practice staff meetings on a regular basis. Works with employees to facilitate complaints/concerns and resolve as needed. Responsible for onboarding and training for new employees. Implement office policies which establish best approaches which result in achievement of performance goals, including patient satisfaction, access, employee engagement, provider engagement, financial performance and successful growth. Meets or exceeds annual NPS targets through implementation and sets action plans as needed. Provide needed information to other departments, (i.e. Human Resources, Marketing, Finance, etc.) to support compliance with established policies. Ensure that needed information and documentation is provided to support revenue cycle activities. Act as an interdepartmental liaison between the practice and other departments and entities. Responsible for reporting any safety-related incident in a timely fashion, including workers comp, through the appropriate tool; attends all safety-related training programs; monitors work environment for possible safety issues and ensures others are also performing work in a safe manner. Stays current and complies with state and federal regulations/statutes and company policies that impact the employee's area of responsibility. Monitors and ensures all certifications and/or licenses are up-to-date and valid prior to expiration dates. Completes all company mandatory modules and required job-specific training in the specified time frame.

OTHER DUTIES:

This job description reflects management's assignment of essential functions. It does not prescribe or restrict the tasks that may be assigned. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.