Operations Manager

About the role

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 through structured curriculum completion, on the job practical application and development meetings. The OMT role is hired with the expectation 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

• Model company culture, values, standards and best operational practices based on the We Believe Behavioral Framework; actively learn how to create an environment that promotes PDS culture and values daily
• Assess, hire and retain the 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
• Execute the PDS Operational Model with consistency to meet identified office imperatives in partnership with the Owner Dentist
• Drive year-over-year revenue and profit growth
• Manage expenses to achieve monthly goals and budget
• Show proficiency and adherence to cash management and accounting protocols
• Be the catalyst in team development of the Perfect Patient Experience
• Deliver effective leadership, coaching and mentoring with team members in an effort to identify and implement opportunities for improvement
• Maintain commitments and open communications with direct supervisors to develop trust-based relationships and bring forth issues and concerns openly and early
• Maintain an appropriate professional appearance and demeanor in accordance with company policies; address others professionally and respectfully
• Gain proficiency and understand the tools and resources available with regard 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 the Regional Manager detailing accomplishments, areas for improvement, clear performance goals, and effectiveness of systems
• By the end of the 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
• Perform other duties and responsibilities as assigned by the 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
• 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 travel to multiple offices per day, in some cases several times per day, and must have reliable means of transportation
• In lieu of a valid driver’s license and automobile insurance, must have reliable means of alternate transportation that allows for required, timely travel to multiple offices per day

Preferred:

• Associate degree or 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
• Knowledge of dental plans, insurance fees, administrative guidelines, limitations and exclusions, reporting systems, business correspondence and business reporting techniques, and business principles of profit and loss statements
• Skills required include use of Microsoft applications, Epic, 1VU, BOX, and standard office equipment
• Displays independent judgment by willingness to make timely and accurate decisions based on available information that is sometimes vague or limited
• Ability to multitask effectively and work in a fast-paced and sometimes ambiguous environment without compromising quality
• 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 inquiries from patients, team members, regulatory agencies, vendors or other business community members
• Ability to draw valid conclusions, apply sound judgment in making decisions, and 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 and 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 team-member relations issues
• Organizational ability demonstrated by a systematic approach in carrying out assignments; orderly and excels at cutting through confusion and turning chaos into order
• 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

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, with occasional exposure to irate team members, vendors or patients.

• Regularly required to sit, stand, walk, keyboard, handle or feel, reach with hands and arms, see, talk and hear
• Frequently lift and/or carry reports, records and other materials that typically weigh less than 40 pounds
• Occasionally required to stoop, kneel, bend or crouch
• Finger dexterity 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
• 401(k)
• Paid time to volunteer in your local community

Compensation

Upon completion of the Operations Manager training program, this role will be a salaried position paying $34.50–$43.00 per hour.