<p>JOB SUMMARY:</p> <p>The Dental Services Director reports to Chief Operating and Quality Officer and is responsible for day-to-day operation of the dental practices, ensuring efficiency, high-quality, and patient centered care. This role encompasses staff management, patient experience, quality improvement, financial oversight, and program coordination to support overall success of the dental program. Works collaboratively with the Director of Dental Services. The position will ensure monitoring of standardized operational best practices to identify changes which could impact staffing levels, quality of care, patient experience, revenues or expenses. Works collaboratively with other disciplines and departments to ensure that all program planning and execution of operations are fully integrated to guarantee they are patient/family centered, team oriented, safe, as well as service and quality outcome driven. Provides leadership around department-wide issues such as improved patient care, clinical effectiveness, cost reduction, patient and staff satisfaction, and patient throughput and flow. This position requires innovation and creativity to do things better, while remaining in compliance with regulatory requirements.</p> <p>MAJOR DUTIES AND RESPONSIBILITIES:</p> <p>Patient Focus ·</p> <p>Ensure excellence in customer service and patient satisfaction across the patient journey</p> <ul> <li>Oversees appointment scheduling, patient flow, and front desk operation </li><li>Ensure all patients are completing necessary forms, including patient medical history, financial policies, sliding fee assessment, and treatment consents </li><li>Review insurance submission list </li><li>Addresses access issues in a timely and innovative manner · Manages scheduling utilization for access and efficiencies · Generate and monitor recall lists to schedule patients who are due for appointment. </li><li>Address and resolve patient concerns and complaints and follows up on all incident reports </li><li>Works closely with call center to ensure appropriate scheduling and address barriers and issues </li><li>Oversees and implements innovative patient engagement process for clinic Communication </li><li>Leads Daily huddle reviewing overall performance addressing issues, questions, and concerns </li><li>Leads monthly staff meetings · Liaison to, or member of, organizational committees as appropriate </li><li>Liaison to other internal Chase Brexton departments: Quality, Finance, Marketing, etc. </li><li>Build and maintain relationships with identified referral sources for business development and quality response to patient/provider needs </li><li>Sets and communicates context, purpose, and long-term benefits to empower others to take greater responsibility Resource, Staff, and Budgets </li><li>Maintains adequate staffing levels, authorizes requests for time off, arranges for adequate office coverage, and prepares staff work schedules </li><li>Create and reviews daily tasks for staff · Trains and rotates staff as needed to ensure employees are cross trained </li><li>Oversees hiring, onboarding and performance management of all operation and dental support staff, including dental PSRs. </li><li>Monitor staff for following policies and procedures and enforces correction, including performance improvement plans </li><li>Works collaboratively with the dental services leadership to ensure operational quality and financial goals are obtained </li><li>Ensures the scheduling practices are equivalent to meet the needs of the patient demand and establish budgetary plans. </li><li>Responsible for managing office supplies and inventory Financial Management </li><li>Oversees daily deposits and ensure the end of day reports matches the CC and Cash collected. Emails Weekly credit card report to accounting. </li><li>Monitors and maintains petty cash. · Monitors and manages Dental treatment plans in Dental </li><li>Ensures insurance fee schedules and credentialing are up to date. · Daily review of financial performance and revenue growth. </li><li>Monitors monthly revenue, expenses and meeting with the financial department. · Manage, oversee and reports on dental grants. </li><li>Responsible for accurately collecting copays and other cost-share amounts due from patients in line with CBHC's policies. Work Group Effectiveness </li><li>Offers options when making requests for action </li><li>Fosters an environment for self-direction and correction </li><li>Highlights learning, both formal and informal </li><li>Balances focus on results with focus on team, community, and collective effort Checking, Examining, and Recording </li><li>Investigates system workflow and operational problems and makes recommendations for improvements · Responsible for monitoring and ensuring billing activities occur correctly, including evaluating and correcting coding errors, registration errors, etc. </li><li>Works with the Director of Dental Services coordinating productivity, show rate, unfilled appointments and other critical reports and taking appropriate steps for improving access to care and efficiency. </li><li>Validate data from generated reports and uses data to manage daily operations </li><li>Responsible for improving Patient Satisfaction Survey metrics </li><li>Ensures schedule templates are correct </li></ul> <p>Workplace Computer and Equipment</p> <ul> <li>Works actively within Phreesia and with finance department to ensure revenues and expenses are entered into and accounted for correctly and in a timely manner Strategic Leadership </li><li>Builds development plans with employees and actively seek out opportunities to achieve learning and development goals </li><li>Offers special assignments in the form of shadowing other roles and/or support rotational assignments </li><li>Provides direct supervision for all Patient Service Representative staff for the dental departments. This includes hiring, training, providing coaching and feedback, performing evaluations, and ensuring excellence in customer service and adherence to standardized best practices </li><li>Divides overall work into components and determines what can be delegated </li><li>Serves as Team Lead for special projects related to operational initiatives or efficiencies as defined by the dental services leadership or CMO. </li><li>Collaborate with dental services leadership to develop, implement, and evaluate new program implementation for the dental services. </li></ul> <p>Teamwork</p> <ul> <li>Expresses appreciation to others for taking on tasks Compliance, Quality, and Policies · Develops, managers, reviews and implements policy and procedures that pertain to office efficiency, patient engagement and financial practices </li><li>Oversees office administration including ensuring office compliance with policies, procedures, and standards, including best practices for dental services (CODA) </li><li>Ensures HIPAA compliance among clinic and support staff </li><li>Ensures compliance with CBAHO, OSHA, MOSHA, HIPAA and other required standards in both clinical and non-clinical areas </li></ul> <p>SKILLS AND ABILITIES:</p> <ul> <li>Excellent verbal and written communication skills </li><li>Highly motivational communication skills </li><li>Excellent team building and employee development skills </li><li>Strong organization and time management skills </li><li>High task orientation and ability to work with and through other people </li><li>Ability to work effectively with diverse populations </li><li>Proven ability to organize and effectively manage through a complex, cross-segment business change initiative </li><li>Ability to analyze and present data to influence behavior, stimulate innovation, promote best practices, and drive organizational change </li><li>A clear organizational leader who understands the organizational culture </li><li>Critical thinking, problem solving and negotiation skills </li><li>Exceptional analytical, conceptual, and business planning skills </li><li>Maintain an energetic approach and have a strong work ethic </li><li>Some project management experience </li></ul> <p>EDUCATION AND/OR EXPERIENCE:</p> <ul> <li>Required: Bachelor's degree in public health or business </li><li>Required: At least 5 years of relevant leadership experience in healthcare practice </li><li>Desired: At least 5 years of relevant leadership experience in dental services </li><li>Required: Has general medical/dental billing experience and a working knowledge of dental billing workflows and insurance carriers. </li></ul>