Operations Manager

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 that 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.

• Bachelor’s Degree in Business or related field;
  Master’s preferred or equivalent work 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.

• 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, prioritize, and coordinate activities, services, schedules or programs.
• Ability to assess, communicate, and develop employee performance.

• Office Environment

• Manages office staff, provides problem‑solving, decision making, planning, delegation, and conflict management when needed.
• Builds and maintains a positive office culture.
• In coordination with RDO and Human Resources, selects and orients office staff.
• Evaluates staff performance and submits performance reviews; ensures 100% of staff complete required learning modules on time.
• Conducts practice staff meetings on a regular basis.
• Works with employees to facilitate complaints/concerns and resolve as needed.
• Responsible for onboarding and training new employees.
• Implements office policies that establish best approaches leading to achievement of performance goals—patient satisfaction, access, employee engagement, provider engagement, financial performance, and growth.
• Meets or exceeds annual NPS targets through implementation and action plans as needed.
• Provides needed information to other departments (Human Resources, Marketing, Finance, etc.) to support compliance with established policies.
• Ensures that needed information and documentation is provided to support revenue cycle activities.
• Acts 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; attends all safety‑related training programs; monitors work environment for possible safety issues and ensures others perform work safely.
• 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 within the specified time frame.

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.

Mon - Tue 7:30a – 5p, Wed 7:30a – 4:30p, Thur - Fri 9:30a – 4:30p (These are patient hours—arrival and departure time may vary)

Travel required quarterly for OM meetings (reimbursement provided).