Operations Manager

About the Role

The Operations Manager Trainee (OMT) role is designed to develop the skills and company knowledge needed to independently run a financially viable PDS-supported dental office. The OMT engages in and owns their professional development through the OM Development Program, supported by their direct supervisor. This development occurs through structured curriculum completion, on-the-job practical application, and development meetings. The OMT is expected to independently manage a dental office within 4-6 months following the 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 facts and circumstances to develop timely, effective, logical, yet creative solutions.
• Execute the PDS Operational Model consistently 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.
• Act as a catalyst in team development for the Perfect Patient Experience.
• Deliver effective leadership, coaching, and mentoring to team members to identify and implement opportunities for improvement.
• Understand the importance of keeping commitments and open communications with direct supervisors to develop trust-based relationships.
• Maintain a professional appearance and demeanor in accordance with company policies; address others professionally and respectfully.
• Gain proficiency in People-related functions, such as assessment, hiring, retention, performance evaluation, separation processes, and compensation guidance.
• 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 staff development and office protocols to ensure efficient operations during manager absences.
• Perform other duties and responsibilities as assigned by the direct supervisor to improve 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.
• Required to travel to multiple offices per day, sometimes several times per day, and must have reliable transportation.
• In lieu of a valid driver’s license and automobile insurance, must have reliable alternate transportation for required travel.
• Travel may be planned or unplanned and is subject to change without notice.

Preferred Qualifications

• Associate degree or Bachelor’s degree.
• Five or more years of experience leading a team, mentoring, and coaching subordinates.

Skills

• 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 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 individual 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; business principles of profit & loss statements.
• Skills in Microsoft Applications, Epic, 1VU, BOX, and standard office equipment.
• Displays independent judgment by making timely and accurate decisions based on available information, sometimes vague or limited.
• Ability to multitask effectively in a fast-paced and sometimes ambiguous environment without compromising quality.
• Ability to prioritize tasks and projects with limited direction while contributing to organizational success.
• Ability to read, analyze, and interpret common financial reports and legal documents; respond to inquiries from patients, team members, regulatory agencies, vendors, or other business community members.
• Ability to draw valid conclusions, apply sound judgment in decision-making, 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; apply concepts like fractions, percentages, ratios, and proportions to practical situations.
• Strong sense of personal responsibility for assigned tasks; 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; lead a team, prioritize duties, coach, mentor, train, write performance evaluations, conduct feedback, and handle team member relations issues.
• Organizational ability by demonstrating a systematic approach in carrying out assignments; orderly and excels at cutting through confusion to turn chaos into order.
• Strong ability to identify, analyze, and solve problems.
• Detail-oriented, organized, process-focused, proactive, patient-focused problem solver.
• Ability to create presentations and use outstanding presentation skills.

Work Environment

The work environment 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 is usually low to moderate, with occasional exposure to irate team members, vendors, or patients.

• Regularly required to sit, stand, walk, keyboard, finger, handle, or feel, reach with hands and arms, see, talk, and hear.
• Frequently lift and/or carry reports, records, and other materials typically weighing less than 40 pounds.
• 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.

Pay

$25.25 - $35.25 per hour. Upon completion of the Operations Manager training program, this role will transition to a salaried position.