Assistant Operations Manager

Job Description: Assistant Manager

Reports to: Operations Manager

Status: Non-Exempt

Pay Range: $22.00 - $23.00

Company Overview

Hero Practice Services group is the only practice management company focused on delivering the systems, processes, and people needed to efficiently deliver quality dental, vision, and orthodontic care to children in underserved communities. With 26 offices across seven states, we have helped over a million children, ages six months through 20 years, gain access to the care they need since 2006. Working at Hero is both a career and a calling…join us, BE A HERO!

Company Mission

To be the leading provider of high-quality and compassionate dental, vision, and orthodontic services to children in underserved communities.

Outcome of the Role

The Assistant Manager role is to achieve patient and organizational goals by effectively managing front office processes, scheduling optimization, and assisting with human resource functions within a pediatric dental, vision, and orthodontic practice

The outcome of this role is achieved by following Hero Core Values:

- Doing what is right for our patients, our teammates, and our company. Upholding moral principles and trustworthy actions.

• Be in compliance with all laws governing our company (e.g., HIPAA)
• Maintain patient confidentiality
• Always do the right thing—even when no one is watching

·         Demonstrates high integrity in all activities; does not cut corners to achieve goals

·         Designs and systematically executes proactive, recurring processes to achieve goals

·         Support the organization’s goals and values, support affirmative action and respecting diversity, and adhere to state and federal guidelines

- Focused on delivering high quality, compassionate healthcare through your daily activities in efforts to better the community we service.

·         Builds a community within the practice that fosters teammate satisfaction and retention by developing strategies to achieve organizational goals, being available to staff, accepting feedback from others, developing subordinates’ skills, and encouraging growth 

• Efficiently schedule appointments for all patient services

·         Understand, monitor, and ensure the smooth execution of office processes, including but not limited to, managing employee files, verifying insurance benefits, overseeing timesheets and submitting payroll, and supervising front desk staff.

• Improve processes, products, and services through modern and creative thinking

- Evaluating our level of service and quality to the people we serve, putting what’s best for our patients above all else.

• Review patient and family health needs to ensure all needs are met

·         Passionate about enabling our teams to deliver high-quality care and service

·         Strives to meet or exceed the expectations of both internal and external customers

·         Establish clear expectations for teammates around desired patient experience and respond promptly to customers’ needs by greeting patients upon arrival and scheduling appointments and answering all patient inquiries in person and on the phone

·         Create appropriate contracts and payment plans for private pay patients

·         Prepare accurate patient insurance letters

·         Ensure smooth patient flow while multitasking and taking the initiative

- Taking responsibility for meeting our commitment and taking ownership of our results.

• Complete all required tasks accurately and on time
• Possesses an ability to work on multiple projects, problems, or tasks at once
• Uses research, facts, and analysis to inform decisions and continually improve outcomes
• Understand, monitor, and ensure effective execution of all policies and procedures by completing administrative tasks correctly and on time

- Having the insight and vision to see others and help them along the journey of awareness, courage, confidence, and joy. Seeing people as humans and assuming positive intent.

• Work collaboratively with the Hero Practice Support Center team to implement new programs and initiatives and provide feedback and ideas on improvement areas
• Collaborate with others to provide and understand vision and inspiration to peers by displaying passion and optimism and remaining open to others’ ideas
• Be able to work in a fast-paced environment with different personalities
• Support a non-judgmental environment for patients and their families

- Acting as a contributing teammate to those you work with, striving for common culture and goals. Supporting one another to achieve the mission and seeing opportunity in yourself and others to develop and grow.

• Report to work as scheduled and ready to work
• Collaborate with others to provide high-quality care and experience for our patients and their families
• Be able to work in a fast-paced environment with different personalities
• Place team above self, doing whatever it takes to make the broader team win 
• Work well with members of Hero’s leadership team in pursuit of the company’s goals 

Minimum Qualifications

·         High school diploma or GED required, Associates Degree Preferred

·         At least one year of administrative experience

·         Minimum of 1-2 years’ experience in providing outstanding customer service and

project management

·         Previous experience in a medical practice

·         Availability to work weekends

·         Clinical Scheduling management

·         Intermediate-level knowledge in Microsoft Office

Desired Qualifications

·         Associates Degree Preferred

·         Identify issues and resolve problems in a timely manner; use deductive reasoning even when dealing with patient interactions

·         Able to multitask and complete tasks correctly and on time

·         Demonstrate strong interpersonal skills, listening to patients’ needs, and possess a friendly and outgoing demeanor

·         Preferred knowledge of ECW/Dolphin Database, Order processing systems,

Physical Requirements

This position requires full range of body motion. While performing the duties of this job, the employee is regularly required to sit, walk, and stand; talk or hear, both in person and by telephone; use hands repetitively to handle or operate standard office equipment; reach with hands and arms; and lift up to 25 pounds. 

Work Environment

Work is performed in a professional multi-disciplinary healthcare environment.  Assistant Managers work in a clinical setting has the potential for exposure to blood and bodily fluids, and infectious pathogens. Must be able to use protective equipment as required and comply with proper safety and OSHA standards.  This role routinely utilizes standard dental and office equipment.

Equal Employment Opportunity Statement

The statements contained herein are intended to describe the general nature and level of work performed by the Assistant Manager, but is not a complete list of the responsibilities, duties, or skills required.  Other duties may be assigned as business needs dictate.  Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Hero Practice Services group provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.  This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Salary and Benefits

Full-time, salary exempt position. Competitive compensation and benefits package.

Salary : $22 - $23