Dental Office Area Operations Manager

at  Great Expressions Dental Centers

The AOM 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
• Other tasks as requested by VP of Regional Operations

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

• 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
• Other tasks as requested by VP of Regional Operation