WHO YOU ARE

You are an innovative, service-oriented individual who is excited to be a part of a fast-growing organization that enables the best to be even better. You are a multi-unit Operations leader and have extensive experience working within the Dental Industry. You love working in a collaborative Team environment, but also enjoy your autonomy to accomplish tasks and provide excellent service to our Partners and their Teams. As an individual who is driven by excellence, you are eager to contribute to the success of one of Canada’s Best Managed companies.
This is a remote position, based out of Victoria or Vancouver Island and you will be responsible for travel within the province approximately 4 days a week. Reporting into the Director of Operations, you will be accountable for enhancing the Patient experience, driving Practice performance, and leading People. This leadership role requires integrity, the ability to collaborate, and a passion for Patient care as we strive to be leaders in oral health in Canada.

Patient Experience – Ensures exceptional Patient experience with a talent for building loyalty and a focus on delivering optimal Patient care.

• Coaches Practice Managers and associated Teams on effective and efficient Patient care administration (Hygiene and DDS)
• Works with the Practice Manager and Practice Team to drive the clinical Patient care agenda as set by the principal dentist
• Understand and deploy all clinical development programs in conjunction with dentalcorp to enhance Patient care outcomes
• Seeks to build strategies to strengthen the Patient relationship, as well as deploy new and innovative opportunities to elevate that relationship
• Displays “Patient comes first” attitude by training and holding the Team accountable for delivering optimal Patient care
• Works with Practice and dentalcorp Teams to resolve Patient concerns, investigate Patient complaints, and resolve conflicts
• Maintains understanding and appropriate deployment of third-party payor standards and guideline

Lead People- Leads, coaches and motivates Practice Manager Team to deliver best in class healthcare services and engagement and retention of Patients. Constantly on the lookout for great talent to join the Team.

• Manages the Team with integrity, honesty and knowledge to promote the culture, values and mission of the Practice and dentalcorp
• Engages and builds the Practice Manager Team through effective hiring, training, ongoing performance management, supporting Practice Team Member relations, and performance reviews
• Drives the implementation of company programs, policies, and procedures by supporting action plans and motivating the Team to meet operational, Practice, and company objectives
• Establishes and maintains effective communication throughout the Practice community by promoting daily huddles and Team meetings (and leading by example when required)
• Coaches the Practice Manager Team to promote and support the work and activities of all clinical and Practice Team members (including Associates Dentists) to achieve Practice goals in providing optimal Patient care

Patient Experience – Ensures exceptional Patient experience with a talent for building loyalty and a focus on delivering optimal Patient care.

• Coaches Practice Managers and associated Teams on effective and efficient Patient care administration (Hygiene and DDS)
• Works with the Practice Manager and Practice Team to drive the clinical Patient care agenda as set by the principal dentist
• Understand and deploy all clinical development programs in conjunction with dentalcorp to enhance Patient care outcomes
• Seeks to build strategies to strengthen the Patient relationship, as well as deploy new and innovative opportunities to elevate that relationship
• Displays “Patient comes first” attitude by training and holding the Team accountable for delivering optimal Patient care
• Works with Practice and dentalcorp Teams to resolve Patient concerns, investigate Patient complaints, and resolve conflicts
• Maintains understanding and appropriate deployment of third-party payor standards and guidelines

Operational and Financial Planning & Execution – Builds and executes plans to improve daily operations of the Practice. Ensures an ideal treatment environment with operational excellence & efficiency. Responsible for the financial health and viability of the dental clinic with a focus on exceeding Patient expectations.

• Collaborates with Practice Managers and Principles to build Practice goals with execution strategies and plans of action
• Engages with Practice Manager, Principal Dentist and VP, Operations in Monthly, Quarterly, and Annual Business Reviews through the effective analysis of the Practice Reporting provided by the dentalcorp Finance and Practice Team
• Effectively oversees/manages major cost-centres (labour and consumables) through daily/weekly/monthly coaching
• Works to improve daily operations of the Practice
• Works with Practice Manager, Principal Dentist, and dentalcorp Marketing to develop strategies to attract and retain Patients
• Partners with Talent Team to source top talent; develops network of qualified candidates, interviews candidates, assesses Team fit and conducts interviews
• Constantly reviews clinic environment and key business indicators to identify problems, concerns, and opportunities for improvement.

Compliance & Patient Safety – Committed to maintaining regulations and operational standards.

• Partners with the dentalcorp Compliance Team, DC Institute (our learning and development department), and Human Resources to ensure the clinics are fully compliant and meets the provincial regulatory standards
• Leads by example, manages, and oversees all compliance programs within the Practices
• Ensures all standards are met or exceeded and makes Patient safety a top priority
• Proactively ensures that all risk areas are identified and addressed in a timely manner and according to set standards and applicable legislation
• Works in accordance with the Practice’s Health and Safety Policies and Procedures and in compliance with applicable provincial legislation

Management and Administration – Drives value to Practice by optimizing Support Centre services and colleague working relationships.

• Ensures optimal utilization of Dentalcorp’s Support Centre services through elevated engagement with the cross-functional Team
• Oversees and coaches the Practices Manager to ensure effective Team and Patient scheduling
• Is accountable for all Patient financial arrangements/payment plans
• Coaches Practice Managers to communicate effectively with third-party payors
• Coaches and provides analysis on daily/weekly/monthly staffing costs and payroll administration
• Ensures all Practices follow the appropriate administration of daily banking and Tx posting and reconciliation
• Oversees the accounts receivable process to mitigate risk and ensure maximum cashflow