Operations Manager

About the role

The Operations Manager (OM) is responsible for achieving or exceeding budgeted financial performance at assigned location(s) in alignment with the organization’s revenue growth strategy, in partnership with the provider. The OM is an expert in the local market, executes the Operational Model daily, and ensures the We Believes are brought to life to drive team engagement and consistently deliver a Perfect Patient Experience (PPE). The OM provides leadership, guidance, and development to the team, supporting and advancing the organization’s mission, culture, and brand standards.

Core Responsibilities

Leadership & Culture

• Model company culture, values, and best practices based on the Pillars of Passion framework
• Lead and participate in daily huddles and structured meetings
• Maintain professional appearance, demeanor, and communication
• Act as a catalyst for the Relationship Practice Experience and patient handoff, fostering Patients for Life

Financial & Operational Performance

• Achieve year-over-year revenue and profit growth through effective resource utilization
• Partner with the Provider to set measurable, realistic, and challenging office goals
• Develop action plans to achieve monthly goals, including team development and process adherence
• Monitor daily/monthly office performance, optimize schedules, and manage expenses to meet NOI targets
• Analyze collection trends, implement changes to maximize revenue, and ensure adherence to cash management protocols

Patient & Clinical Support

• Support the clinical team in delivering comprehensive patient care through education and appropriate referrals
• Create team focus on the execution of the Clinical Culture to enhance the Relationship Practice Experience
• Resolve patient issues in collaboration with regional and support departments

Marketing & Community Engagement

• Coordinate and manage local marketing programs, including B2B efforts and community events, with support from National/Regional teams
• Protect and enhance the Passion Dental brand in all local initiatives

People Leadership (HR Functions)

• Recruit, assess, and select team members in partnership with HR
• Conduct performance reviews, administer compensation, and manage promotions, transfers, and disciplinary actions
• Ensure team training requirements are met and coordinate with regional training leadership
• Provide coaching, mentorship, and recognition to drive team success and engagement

Compliance & Facility Standards

• Ensure compliance with all company policies, as well as state, federal, and regulatory requirements
• Maintain facility cleanliness and operational standards
• Handle confidential information with integrity and discretion

Continuous Improvement

• Act as a subject matter expert in operational processes, systems, and tools, contributing to their ongoing improvement
• Share feedback and tactics that drive better financial and patient outcomes

Qualifications

Preferred Experience

• Experience in Healthcare, Dental and/or Orthodontic Operations
• Experience with Eaglesoft, CareStack, or similar software preferred

Knowledge, Skills & Abilities

• Results-oriented with strong financial acumen
• Effective team builder, motivator, and coach
• Skilled in time management, prioritization, and communication
• Patient advocate with empathy, ethics, and flexibility
• Proficient in data-driven decision-making, operational processes, and technology
• Strong interpersonal, oral, and written communication skills
• Ability to handle confidential information with discretion