Practice Manager

The Practice Manager oversees the daily operations, staffing, and finances of the practice to ensure fundamental systems and protocols are in place and functioning effectively to reach practice goals. This individual is responsible for overseeing the development of the team, the financial health of the company, as well as community outreach and marketing. Generally, the Practice Manager will be responsible for implementing and monitoring the standards and systems as set by Senior Management. Other duties include facilities management, goal setting with Senior Management, and assuring the overall patient satisfaction and good will of the practice.   

ESSENTIAL ROLE RESPONSIBILITIES 

Management of Personnel Resources: Hire, motivate, develop, and direct people as they work, identifying the best people for the job, and issuing discipline and termination when necessary. 

• Plan for staffing needs, recruit and interview candidates, conduct background checks, hire new employees, and develop employee retention and engagement. 

• Maintain a professional work environment. 

• Onboard new employees, conduct orientation sessions, relay the vision of the practice, and arrange on-the-job training for new hires.  

• Analyze training needs to develop new training programs or modify and improve existing programs; conduct or arrange for ongoing training and CE classes for staff members. 

• Monitors patient flow and staff allocation to meet patient needs, maximize doctor’s time. 

• Coordinate absences and time off requests.   

• Supervises administrative and clinical team, create solutions to any clinical-administrative problems, and develops measurable performance objectives for the team.  

• Issue corrective coaching, oral and written, as appropriate to communicate practice standards and protect the practice from liability. 

• Act as liaison between practice team and Senior Management in development of policies and communication among the team. 

• Consult with HR and Payroll Management as needed to ensure compliant HR practices.   

• Schedule and lead any department meetings.  

• Keep accurate personnel records in compliance with applicable law, and as needed to protect practice interests.  

• Represent the practice in responding to government agencies.  

• Facilitate completion of provider insurance credentialing. 

Management of Operations:  Direct the operation of the practice to maintain efficient functioning. 

• Prepare, monitor, and track operational reports and key vitals of the practice to ensure accuracy and efficiency. 

• Acquire, distribute, and store supplies, or supervise another to do so. 

• Monitor the facilities to ensure that it remains safe, secure, and well-maintained. 

• Oversees billing and collection processes.  

• Inspect work areas and operating equipment to ensure conformance to established standards in areas  
  such as cleanliness and maintenance. 

• Supervises patient recordkeeping and HIPAA compliance.  

• Develops, participates, and monitors effectiveness of marketing campaigns 

• Oversees IT systems, uses and effectively monitors usage of practice management and patient record software.    

• Oversees systems for patient retention, follow-ups, and new patient acquisition. 

• Ensures optimal patient care, monitors patient satisfaction, and resolves complaints. 

Leadership and Professionalism:   

• Always follow the company’s core values- Trust, Integrity, Positive, Excellence- for yourself, the team, and our patients. 

• Acts as main point of contact for community outreach efforts. 

• Clearly and respectfully communicates with Senior Management to develop, implement, and monitor  
  effective programs. 

• Maintains regular, consistent, and punctual attendance in accordance with assigned schedule and time off policies. 

• Must be able to comfortably and efficiently handle multiple deadlines and task assignments for self  
  and subordinates. 

• Must be able to work both independently and cooperatively in team settings.  

Other Essential Qualifications:   

• Time Management—excels at directing own time and the time of others. 

• Active Listening—giving full attention to what other people are saying, taking time to understand the points  
  being made, asking questions as appropriate. 

• Leadership and Guidance—ability to lead effectively  

• Judgment and Decision Making—able to evaluate the relative costs and benefits of potential actions  
  and decisions within purview and to choose the most appropriate one. 

• Responds creatively and constructively with solutions to problems.  

• Maintains the highest level of confidentiality and adherence to HIPAA standards. 

• Adherence to strict safety guidelines and procedures to OSHA and office standards. 

• Flexibility and willingness to perform duties of others in their absence. 

ESSENTIAL KNOWLEDGE AND SKILLS 

• Demonstrate a working knowledge of dental records, documentation, terminology, and dental equipment/instruments. 

• Comply with company’s standard operating protocols and procedures. 

• Comply with practice guidelines listed in the team handbook. 

CORE PROFESSIONAL ATTRIBUTES 

• Participate and be prepared for morning huddle. 

• Use downtime constructively.  

• Performs light housekeeping around the office.   

• Must be detail oriented in order to work efficiently in small spaces and maintain patient comfort. 

• You must be flexible to support change and understand that your job duties may change from time to time and that you may be asked to “help out” in other areas of the office. 

• Must excel in forward thinking in order to anticipate the needs of the patient. 

• Problem Sensitivity - the ability to tell when something is wrong or is likely to go wrong.   

• Ability to calm and reassure patients facing uncomfortable or painful procedures.  

• Act in a professional manner, and develop excellent rapport with patients, providers, team members and management. 

• Administer a positive “can-do” attitude. 

• Perform efficiently within in a fast-paced, busy environment while maintaining composure, staying on task, and providing a high-quality service experience for patients. 

• Engage and interact well with people at all levels of the organization, both internally and externally.  

• Work collaboratively and productively as a team player, taking the time to assist other team members without being asked or instructed. 

• Be self-motivated with the ability to exceed patient expectations. 

• Possess excellent organizational skills to effectively handle multiple tasks. 

PREFERRED EXPERIENCE AND EDUCATION 

• Bachelor of Science Degree awarded by an accredited institution. Comparable experience may be considered  
  to substitute for all or part of the required education at management’s sole discretion. 

• Minimum two years of experience in medical or dental office setting. 

• Preferred 3-5 years of managerial experience in medical or dental office setting. 

• Knowledge of billing codes and understanding of insurance plans a plus.