Dental Office Operations Area Manager

Job Summary

The Area Operations Manager (AOM) will develop and manage operational performance for 10-20 practices, maximizing revenue and practice income in a specific regional area.  They will set the direction for their practices with a goal of improving financial health, recruiting and developing Operational Managers (OMs) and relevant non-clinical staff.  They are responsible for finding solutions to operational problems including non-clinical staff, facilities, supply chain and costs. As an expert in all GEDC systems, the AOM will be able to identify issues within a practice by monitoring key reports, metrics and then develop specific plans to obtain targets and goals.

Supervisory Responsibilities:

• Assist the OM in providing daily structure to ensure key priorities and operations are continuously becoming more effective
• Ensure and support OMs in building a well-staffed and highly functioning, caring practice team
• Ensure correct payments and time off accruals are maintained for office staff; timecards signed off and submitted to payroll by due date
• Consistently provide performance and coaching feedback in a timely and documented manner
• Hold routine meetings with OMs to translate key market and company information and attend monthly meetings as requested by leadership

Duties & Responsibilities:

• Financial:
  • Accountable for reviewing, understanding and applying all details of the practice P&L to improve revenue and practice income 
  • Set monthly, quarterly and annual operations goals for each of their practice. Monitor and manage daily performance via daily KPI and financial review. Continuously improve bottom 20% performers towards median.
  • Ensure the OM 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
• Operational:
  • Coach and train new OMs and non-clinical staff on all aspects of operations. Ensure practices understand and manage their P&L. Establish initiatives to reduce variable expenses and be compliant with financial policies (invoice approval and submission, cash deposit, processing of credit card and submission of deposit back-up to PSC)
  • Establish a 80/20 program with 80% time spent in office with bottom 3-5 performers weekly and other 20% is a cadenced visit with other 10-20 practices to “find a solution” for operations, staffing and supply chain issues
  • Consistently review providers’ schedules and the operational practices to identify weaknesses and opportunities for improvement within each individual office and compliance to GEDC protocols. Ensure patient email/mobile phone contact for 90% of patients are verified, calling patients (prior to visit), managing “referrals with no appointment” backlog, confirming web appointments, working “work in progress” report, improve recall rate and reduce no show/cancels, and contact notes are complete I need to reword this
  • Ensure the OM is communicating with the PSC via appropriate channels any operational issues (i.e. IT/facility tickets, payroll problems) and will work directly with PSC to bridge any gaps
• Customer Service:
  • Train OMs on Great Expressions’ patient experience principles to improve patient retention, office NPS scores,  and patient referrals
  • Perform facility reviews to ensure each office is compliant with all OSHA and healthcare laws and follows the GEDC office standard for appearance redundant with below
• Compliance:
  • Ensure OMs are thoroughly inspecting and maintaining all compliance practices and address follow up items will be given in a timely fashion
  • Hold OM accountable for 100% spore testing and other OSHA matters this is clinical in nature and we hold CPs over this so should consider rewording or changing who they are holding accountable
  • Ensure OMs have all staff members complete legally required or internally mandated training for OSHA, HIPPA, and mock emergencies
• Other tasks as requested by VP of Regional Operations

Required Skills/Abilities:

• Proven track record of monitoring key practice success measures, and building a specific plan for progressive improvement  
• Ability to work with a diverse group of people; developing highly productive working teams through mentoring and training
• Strong computer skills including: Microsoft Office and other business analytics systems
• Superior patient services skills and successful record of patient 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
• Provide a coaching approach to successfully identifying and resolving a variety and level of conflicts across their teams; mitigate risk and resolve personnel and operational issues.
• 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

Education & Experience:

• Bachelor’s degree in Healthcare Management or other Business related degree preferred
• 5 -7 years’ experience with in operations management
• 3-5 years supervisory experience directing and leading teams
• Active role in professional organizations a plus

Physical Requirements:

• Prolonged periods of sitting at a desk or in a car; and working on a computer
• Must be able to lift up to 15 pounds at times

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.