Operations Manager

Overview

The role of the Operations Manager Trainee (OMT) is to gain an understanding of the skills and company knowledge to independently run a financially viable PDS supported dental office. The OMT is responsible for engaging in and owning their professional development through completing the OM Development Program while being supported by their direct supervisor. This will be done in a variety of ways: through structured curriculum completion, on the job practical application and development meetings. The OMT role is hired with the expectations that each individual will be able to independently manage a dental office in 4-6 months, following timely completion of the OM Development Program.

Responsibilities

• Modeling company culture, values, standards and best operational practices based on the We Believe Behavioral Framework; actively learning how to create an environment that promotes PDS culture and values daily

• Assessment, hiring and retention of right fit team members through comprehensive training, supervision, counseling and coaching

• Assess, investigate, and resolve staff and patient issues by analyzing the facts and circumstances to develop timely, effective, logical yet creative solutions

• Execution of the PDS Operational Model with consistency to meet identified office imperatives in partnership with the Owner Dentist

• Driving year over year revenue and profit growth

• Management of expenses to achieve monthly goals and budget

• Show proficiency and adherence to cash management and accounting protocols

• How to be the catalyst in team development of the Perfect Patient Experience

• How to deliver effective leadership, coaching and mentoring with team members in an effort to identify and implement opportunities for improvement

• Importance of keeping commitments and open communications with direct supervisors that develops trust-based relationships and bringing forth issues and concerns openly and early

• Maintains an appropriate professional appearance and demeanor in accordance with company policies; addresses others professionally and respectfully

• Gains proficiency and understands the tools and resources available with regards to People related functions, such as assessment, hiring, retention, performance evaluation, separation processes and compensation guidance and execution

• Ensure Compliance with Company policies, as well as State, Federal and other regulatory bodies

• Report weekly to Regional Manager detailing accomplishments, areas for improvement, clear performance goals, and effectiveness of systems

• By end of development program, show competency in managing a team of both Front Office and Back Office team members, displaying leadership and team development capabilities

• Develop and implement an office success plan; including development of staff, and office protocols to provide for efficient operations during manager absences

• Other duties and responsibilities as assigned by direct supervisor that will result in improved team member development outcomes

Qualifications

• High school diploma or equivalent

• Five or more years of related work experience in operational management

• Operations Manager Trainee must possess and maintain a valid driver’s license and automobile insurance. Driver’s license must be verified by completing a motor vehicle record check at the time of hire

• Operations Manager Trainees are required to timely travel to multiple offices per day, in some cases several times per day, and must have reliable means of transportation to travel to assigned offices

• In lieu of a valid driver’s license and automobile insurance, Operations Manager Trainee must have reliable means of alternate transportation which would allow for required, timely travel to multiple offices per day, in some cases several times per day

• Travel may be planned or unplanned and is subject to change without notice

Preferred

• Associate degree, Bachelor’s degree

• Five or more years of experience leading a team, mentoring and coaching subordinates

Knowledge/Skills/Abilities

• Results Oriented (Energetic self-starter; sets realistic goals; meets commitments; persistent, prioritizes daily to achieve results)

• Effective Team Builder (Character/Integrity; communicates openly; willingness to confront; motivator/inspirer; educator/trainer, promotes learning; effective assessor of talent; consistent)

• Patient Advocate (flexible and adaptive; empathetic; passionate; ethical

• Process Focused Operator (data driven decision-maker; detailed; organized and structured; comprehensive knowledge of all operational processes; computer proficient)

• Financial Acumen (understands profit drivers; utilizes metrics to manage; builds the financial understanding of staff and clinicians; understands local market drivers and competition

• Influencer (active listener/observer of behavior; builds trust with those requiring coaching; creates a win/win need for change; tailors coaching style to the individual’s needs; recognizes and celebrates improvement to sustain change)

• Requires knowledge of Dental Plans,insurances fees, administrative guidelines, limitations and exclusions, reporting systems; business correspondence and business reporting techniques; and business principles of profit & loss statements

• Skills required include use of knowledge of all Microsoft Applications, Epic, 1VU, BOX, and use of standard office equipment

• Displays independent judgment by willingness to make timely and accurate decisions based on available information that is sometimes vague or limited in nature

• Ability to multitask effectively and work in a fast paced and sometimes ambiguous environment, without compromising quality of work

• Ability to prioritize tasks and projects with limited direction, while understanding and contributing to the success of the organization

• Ability to read, analyze, and interpret common financial reports, and legal documents. Ability to respond to common inquiries from patients, team members, regulatory agencies, vendors, or other members of the business community

• Ability to draw valid conclusions, apply sound judgment in making decisions, and to make decisions under pressure

• Ability to interpret and apply policies and procedures

• Ability to work with mathematical concepts such as probability and statistical inference. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations

• Strong sense of personal responsibility for tasks assigned; ability to work with others & accept direction

• Strong commitment to educational advancement. Flexibility in adapting processes to meet unique needs

• Ability to communicate effectively and present information, both verbally and in writing. Ability to lead a team, prioritize their duties, coach, mentor, train, write effective performance evaluations, conduct feedback and handle tem member relations issues

• Organizational ability by demonstrating a systematic approach in carrying out assignments. Very orderly and excels at cutting through confusion and turning chaos into order

• Demonstrates a strong ability to identify, analyze, and solve problems

• Detail oriented, organized, process focused, problem solver, self-motivated proactive, patient focused

• Ability to create presentations and use outstanding presentation skills

Work Environment

• The work environment characteristics described here are representative of what a team member encounters while performing the essential functions of this job

• This is primarily a sedentary office classification but may require field visits and driving. Temperature conditions are controlled with no direct exposure to hazardous physical substances

• The noise level in the work environment is usually low to moderate. There is occasional exposure to irate team members vendors or patients

• While performing the duties of this job, the team member is regularly required to sit, stand, walk, keyboard, to finger, handle, or feel, reach with hands and arms, see, talk and hear

• The team member will frequently lift and/or carry reports, records and other materials that typically weigh less than 40 pounds. The team member is occasionally required to stoop, kneel, bend, or crouch

• Finger dexterity is needed to access, enter, and retrieve data using a computer keyboard, calculator, and other standard office equipment

Benefits

• Medical, dental, and vision insurance
• Paid time off
• Tuition Reimbursement
• 401K
• Paid time to volunteer in your local community

Upon completion of the Operations Manager training program, this role will be a salaried position.

Pacific Dental Services is an Equal Opportunity Employer. We celebrate diversity and are united in our mission to create healthier and happier team members.