POSITION SUMMARY

The overarching responsibility of a dental Office Manager (OM) is to assist their team in any way possible to become more efficient, productive, and competent, thus helping to create a practice where employees want to work, that delivers excellent service to patients, and that achieves its financial goals.

The OM is responsible for guiding the dental practice team to achievement of employee and patient satisfaction, and productivity and financial goals. Through management of revenues, front office procedures and practices, marketing and promotional programs, team development, and patient relations, this is a pivotal position that requires organization, positive interactions, excellent interpersonal and influencing skills, and willingness to assist with and/or direct a variety of responsibilities in the dental office.

1. To create a harmonious work environment that results in employee turnover and high employee satisfaction.

2. To ensure that quality patient care guides all decision-making, resulting in high patient satisfaction and a reputation in the community for excellent service.

3. To help create an efficient and profitable practice.

The OM will manage the following duties and provide general supervision of the patient coordinators, dental assistants, dental hygienists, sterilization techs, treatment coordinators and others as assigned. OMs are expected to partner with onsite associate dentists to ensure the below. Duties include but are not necessarily limited to:

The OM is responsible for creating and maintaining a culture in which employees, doctors and patients feel supported, heard and happy. Specifically, expectations in this area include:

· Consistently model Riccobene values and Code of Conduct

· Build relationships with each doctor and employee that fosters trust and open dialogue

· Confront concerns professionally, objectively, and with transparency, ensuring that the workplace is generally free from conflict or disgruntlement

· Treat all doctors and employees fairly, avoiding favoritism or any behavior that is divisive, such as gossip or lack of inclusion

· Seek feedback and respond to doctor, patient and employee concerns and inquiries

· Conduct daily huddle, and other office team meetings in a manner that is upbeat, positive, and informative

· Coach, mentor and develop staff, including overseeing new employee specific on-boarding

· All communications and relevant information pertaining to the team are cascaded to the proper channels within the team and the organization in general, taking care to project the right motivation and tone

· Support community marketing events and project a professional image for RAFD at all times

Performs selection, staffing and personnel functions, including:

In collaboration with the Human Resources Department, conducts in-depth assessment interviews to determine the technical and behavioral competencies of candidates to ensure that the best from among 

· qualified candidates are hired by the organization

· Ensure timecards are correct, approved and submitted within payroll timeframes

· Performs on-going and annual employee evaluations

· Dental support staff are scheduled and assigned in a manner that most efficiently supports the patient schedule

Performs office management duties that ensure financial goals are achieved:

· Accountable for maximization of the patient schedule to achieve budgeted revenue goals

· Responsible for generating monthly reports and other intermittent reports

· Ensure expenses and invoices are submitted through necessary electronic systems in a timely manner per the Finance & Accounting department

· Works with the Revenue Cycle Manager to handle collections and other related matters, maintaining overall accountability for patient account balances

· Ensures processes are in place, and that appropriate training has been completed, so that patient financing options are consistently offered and that financing concerns are not a factor in treatment acceptance

· Ensures the dental office is stocked with inventory such as dental supplies, instruments, and office supplies

· Controls the expense of inventory

Trains, coaches, models and is accountable for:

· Excellent front end customer service

· Accurate patient registration in the practice management system (PMS)

· Patient coordinators (PCs) notify clinicians and affected staff of cancellations and/or scheduling changes in a timely manner

· Backup on-site insurance verification and financial counseling

· Accurate time of service (TOS) payment collections

· Assigning business office tasks to support personnel during free time to include contacting patients who have not completed dental work that they have been diagnosed as needing

· Providing quality front desk services by supervising the work of PCs – seeing that scheduling is done properly, databases are maintained and that all patient contacts & demographics are updated

· 2 or more years of management experience, preferably in a dental or medical setting

· Preferred 3-5 years of Front Office Dental experience

· Ability to organize and prioritize workload to meet established schedules, timelines, or deadlines

· Possesses the personal maturity and emotional intelligence to be able to manage working under demanding and challenging circumstances

o Displays a pleasant and respectful manner when dealing with patients, doctors, and employees

o Exhibits patience, understanding and consideration for others

· Able to work independently toward predetermined outcomes or as a member of a group

· Computer proficiency including Microsoft Office Suite and the ability to learn new programs

· Ability to professionally present and speak in front of small and large groups

· Ability to demonstrate independent thinking and exercise good judgment

· Ability to formulate, affect, interpret, and/or implement operating practices

· Ability to demonstrate a teamwork approach to job responsibilities

· Ability to demonstrate initiative, dependability, and promptness

· Must perform frequent repetitive work with attention to detail

· Must have the ability to be flexible and accept different work assignments with a positive approach

· Ability to follow instructions and takes responsibility for own actions

· Ability to exercise confidentiality with patients and patient care