JOB TITLE: Practice Manager II
REPORTS TO: Regional Operations Manager/Director of Operation
Welcome to Preventistry®! We are revolutionizing oral health for everyone by redefining prevention and care.
A more effective health care system requires a revolution in oral health care and DentaQuest's affiliated practices are leading the way. The affiliated practices are made up of Advantage Dental from DentaQuest, Community Dental Care of Kentucky, Community Dental Care of Texas, DentaQuest Oral Health Center, Gentech Dentist and Sarrell Dental and Eye Centers.
A revolution requires us to reach beyond the dental chair to reshape the oral health system. We address full-body health and its relationship with social and cultural determinates by expanding access to care, the affordability of care and implementing a greater focus on timely prevention of dental disease, rather than intervention.
DentaQuest continues to create a strong partnership for optimizing health system performance by adding an innovative approach to the delivery of oral health care to its extensive experience as a leading dental health benefits administrator. The people of DentaQuest have a common purpose: we work together as one, with passion, perseverance and focus to achieve a nation where no child suffers from the pain of tooth decay, where adults keep all their teeth for their entire lives, where every person has access to quality dental care.
DentaQuest's affiliated care delivery practices are made up of over 200 providers, over 80 practices across six states, with more than 700 employees providing care to over a quarter of a million patients annually. Dedicated to our mission: To improve the oral health of all. We harness our unique reach and insights to provide patients with better care, timely education,greater access, innovative solutions, and transformative system change. We call this industry leading approach to dentistry - Preventistry®.
The Practice Manager II will enthusiastically lead and manage overall operations of the dental practice and support the mission of DentaQuest Care Group. This position is accountable for achieving yearly patient visit and revenue goals by attaining sustainable business results for the practice. The Practice Manager II contributes to DentaQuest Care Group's continued success by passionately executing the company's business model; promoting the company culture, mission and values; and ensuring consistent compliance with all key company programs, operating initiatives, and Quarterly Operational Audits. The Practice Manager II is directly responsible for the management of the day-to-day business operations through directing and developing a high performing practice team and cultivating positive relationships with our providers and employees. The Practice Manager II demonstrates behaviors to drive superior levels of patient service and employee satisfaction while striving continuously to improve results. Follows and supports the CARE model for patient experience.
Leadership & Management
Oversees and manage practice business operations including key performance measures and practice revenue and expenses with a 1 to 2 month outlook to include reforecasting.
Takes personal ownership of the practice by being a positive role model through professional dress, demeanor, and language.
Fosters strong relationships with the team to ensure a commitment to the CARE model for patient experience.
Leads by example and always motivates diverse teams with self-confidence by exemplifying the company mission, values, and culture.
Provides effective guidance and feedback to all operational areas while developing a thorough knowledge of all departments and functions.
Creates a respectful workplace and is accessible, open to new ideas, and respectful of the opinions of others, fostering a cooperative and collaborative environment.
Takes initiative, holding team and self-accountable to the highest standards of performance and behavior.
Provides superior patient service and an exceptional patient experience demonstrating responsiveness and sensitivity to patient needs with urgency to resolve any patient dissatisfaction in accordance with patient needs, company policies and procedures, government regulations and dental board standards.
Adapts leadership style to effectively deal with different situations and people, responding professionally when confronted with changes, adversity, and other work-related pressures.
Listens, influences, and communicates with team effectively.
Proactively communicates with other departments including Finance, Human Resources, Insurance, IT, Facilities, and Marketing, etc., to ensure proper support for practice operation.
Participates in training new practice managers and leads strategy discussions for regional practice managers.
The Practice Manager II primary responsibilities are patient commitment, employee satisfaction, and establishing strong provider relationships.
Responsible for achieving all budgeted goals and objectives.
Demonstrates perseverance and a quality work ethic by a willingness to learn and invest the time to achieve results.
Strives continuously to improve results by addressing coaching and training opportunities.
Ensures the practice operates by set forth standards to provide maximized efficiency, improved patient flow, and a quality patient experience.
Ability to oversee and manage practice business operations including key performance measures and practice revenue and expenses with a 1 to 2-month outlook to include reforecasting.
Ability to objectively assess current team members and provide honest, constructive and consistent feedback.
Develops and retains key talent and ensures people have the ability to grow and develop professionally.
Plays a key role in training and development of new team members.
Assesses the practice's talent needs and makes recommendations to operations team.
Ensure team is current and in compliance with all licensing and certifications requirements and has completed required trainings.
Conducts employee evaluations under the guidance of Operations and Human Resources.
Patient Satisfaction & Retention
Demonstrate and encourage a patient focus in all practice operations.
Foster strong relationships with patients to create connections and influence patient retention.
Coordinate internal marketing efforts to encourage continuous patient satisfaction.
Work closely with Community Outreach Specialist to achieve marketing initiatives and new patient targets.
Ensure appropriate follow through with patients to create lasting relationships.
Inspires enthusiasm during daily huddles and monthly meetings.
Develops close, trusting, and positive relationships with providers.
Fosters an environment that encourages cooperation, teamwork and unity, developing strong, positive relationships with team members.
Maximizes team performance through consistent and effective coaching and feedback.
Acts as a team player and values others' opinions.
Confronts performance issues quickly and constructively.
Fosters teamwork and collaboration within the practice and region to support company strategies.
Decision Making & Problem Solving
Assert sound judgement and make strategic decisions to positively influence the practice's performance.
Proactively takes calculated risks and quickly implements changes to improve operational performance.
Adapts to and promotes changes and ensures a positive outcome.
Anticipates and constructively resolves conflicts.
Involves the right people in developing alternatives and solutions.
Planning & Executional Effectiveness
Executes company standards, processes, and procedures to ensure quality of service and a consistent patient experience.
Strategically plans and executes to achieve operational targets while ensuring an exceptional patient experience and employee satisfaction.
Oversees patient scheduling to guarantee the practice meets or exceeds budgeted targets and revenue goals.
Ensures the practice presents to company standards through compliance with OSHA and regulatory practices.
Prioritizes, delegates work appropriately, and accomplishes multiple tasks and priorities effectively focusing attention on high impact and opportunity practices through follow-up, ensuring successful execution in agreed- upon timeframes.
Ensures adequate stock of supplies for operation while adhering to budgeting guidelines.
Clearly conveys concepts, initiatives, procedures with concise and consistent communications.
Effectively conducts meetings and makes presentations.
Actively listens and comprehends the issues and needs of others.
Clearly communicates issues and works collaboratively with cross-functional departments.
Thoughtful communicator and fosters open communication in both group settings and one-on-one.
Interacts professionally and effectively through clear and concise verbal and written communication.
Possesses understanding of all aspects of the business necessary to perform the job.
Has a clear understanding of budgeting and overhead cost management.
Knows the geographic and competitive issues specific to region. (i.e.; advertising, economy, people, etc.).
Maintains a safe working environment without compromise.
Understands business metrics, interprets financial statements, and applies this knowledge to influence business outcomes.
High standards for integrity, honesty, professionalism, and work ethic.
Commitment to service excellence.
Ability to work independently while demonstrating excellent organization and follow through.
Demonstrates flexible and efficient time management and ability to prioritize workload.
Ability and willingness to move with purpose and a strong sense of urgency.
Self-motivated, positive, and enthusiastic.
Self- starter with a strong desire to exceed expectations and capable of leading, directing, and supporting a team to achieve successful results.
Maintains confidentiality and discretion.
Ability to effectively work in collaboration with others to achieve business objectives.
Willing to grow and be challenged.
A Bachelor's degree is preferred or commensurate work experience that is typically achieved with multi-unit exposure.
3 years supervisory/management experience or equivalent to include P&L management and oversight. Experience in management, ideally in the healthcare and/or dental segments.
Previous customer service experience in retail, service, or healthcare setting is preferred.
Computer Literacy, i.e.; Proficient with basic applications including MS Outlook, Word, Excel, and PowerPoint.
Bilingual (Spanish) a plus, but not required.
Current CPR certification or ability to obtain within 30 days.
Ability to meet OSHA, CDC, ADA and HIPAA standards.
Ability to travel using personal car to cover other practice locations as needed.
Occasional overnight including business meetings.
Requires the effective use of office equipment including, but not limited to, computers, phones and printers.
Ability to sit at computer terminal for extended periods of time.
Ability to communicate via telephone.
Ability to communicate in an active office environment.
Ability to concentrate in an office environment that is active with high voice levels and interruptions.
The specific statements shown in each section of this description are not intended to be all-inclusive. They represent typical elements and criteria necessary to successfully perform this position.
** In accordance with DentaQuest's Compliance Plan, employee must conduct DQ business in accordance with applicable laws, regulations, professional standards and ethical standards and report potential compliance or ethical issues to manager or DQ's Compliance Officer. **
DentaQuest's Affirmative Action Program affirms our commitment to make reasonable accommodation to the known physical or mental limitation of otherwise-qualified individuals with disabilities or special disabled veterans, unless the accommodation would impose an undue hardship on the operation of our business. Please see Human Resources for additional information regarding this Program.
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