Position Purpose:
The position is responsible for providing management and oversight for the daily operations of an assigned dental clinic and dental administrative and auxiliary dental teams, to include dental front office receptionists and dental assistants. The Dental Manager works closely with the Lead Dentists, the Regional Dental Manager, and the Chief Dental Officer to ensure delivery of comprehensive quality oral health services to Wesley Health Centers’ patient population and meet operational goals. This position requires the ability to maintain strict professional boundaries with staff members. Must be adept at problem solving and be able to think critically to achieve positive and reasonable solutions to patient grievances and managing team morale. Requires the ability to prioritize projects.
Principal Administrative Responsibilities:
- Make sure that daily Dental Care Team Huddles are conducted each morning and that the meetings are logged for each Dental Care Team.
- Models excellent customer service both internally and externally as a representative of Wesley Health Centers.
- Make sure that Dental Staff are following a high level of Customer Service following AIDET principles and special comfort touches. Enforces Telephone scripts and 3 rings rule to answer calls.
- Supports and trains Dental Front Office regarding business functions such as receipts, use of Dental Sliding Fee, charges, posting of transactions on EPM, dental coding, daily reconciliation, and deposits.
- Make sure ALL STAFF Front and Back are well trained in the use of computers and NextGen modules-EPM, EDR, EHR
- Works with the Lead Dentist to achieve expected levels of productivity (20 scheduled appointments for an 8-hour day/provider OR 22 scheduled appointments for a 10-hour day/provider).
- Full understanding of productive scheduling methods to meet goals while assisting and educating providers to meet their personal goals. Monitors and coordinates appointment schedules and training of Front Office Staff on optimal scheduling for efficiency and productivity.
- Make sure New Patients are called and scheduled within 2 weeks.
- Monitor patient registration, eligibility verifications and financial screening process of Dental Front Office and suggest improvement of processes to Dental Operations Manager and CDO.
- Ensure compliance with HIPAA.
- Make sure that Front Office staff is making confirmation calls and following up with no shows, cancellations, referrals, unscheduled treatment plans and recalls.
- Monitors the appointment schedules for all dental providers to maximize productivity.
- Assist in Back Office Functions as needed if RDA or DA is licensed.
- Understands and interprets KEY Performance Indicators and adjusts operational functions accordingly.
- Helps to achieve DHSP stated grant goals on unduplicated clients by engaging with onsite primary care providers and HIV Specialists, medical staff and MCC Teams to make sure Oral Screenings of potential clients and internal dental referrals are being made to the dental clinic.
- Conducts OUTREACH activities to outside potential referral sources and distributes flyers and Referral Slips. Follows-up with referral sources monthly.
- Order monthly Dental Front Office Supplies and obtains approval from CDO.
- Helps to motivate, guide and encourage dental team to achieve goals.
- Provides leadership to onsite staff and fosters a departmental team atmosphere including the expectation that staff will be asked to cover at other sites as needed.
- Continually assesses staffing needs.
- Manages Staffing Schedules at assigned clinics monthly to ensure efficiency and smooth clinic workflow and sends schedule to CDO and Dental Operations Manager each month.
- Oversee scheduling of clinic personnel and coordinates time-off, vacation requests and approval process under the guidance of the CDO.
- Reviews ALL Specialty Referrals for appropriateness and notifies Lead Dentist and CDO of any dental provider issues.
- Manages Specialty referrals and Pre-Authorizations for HMOs on a weekly basis. Has Front Office call patients when treatment has been authorized by insurance as well as to follow-up pending treatment for patients after specialty care is completed.
- Plans, and creates agenda and facilitates monthly team meetings along with Lead Dentist.
- Participates in Quality Improvement activities including PDSAs as assigned by Dental Operations Manager and CDO.
- Oversees coordination of facility maintenance as needed
- Maintains and supports the CARE TEAM concept for patient continuity of care
- Supports, directs, and manages administrative and auxiliary dental staff as needed with performance reviews, employee related matters or corrective action plans as needed with the approval of CDO and assistance of HR Staff. Performs Annual Performance Evaluation of Dental Front Office Receptionists. Coaches and mentor Dental Front Office staff and Dental Auxiliaries.
- Helps to recruit, train and retain high quality dental staff.
- Provide training and development support to ensure all dental administrative and auxiliary staff of assigned clinics
- demonstrate knowledge of business models, operating procedures, and protocols.
- Support daily clinic operations
- Respond to clinical and operational concerns timely and effectively
- Ensure that patient grievances are documented as warranted and resolved in a manner satisfactory to the patient in collaboration with Lead Dentist and Clinic Administrator following proper protocols to avoid escalation. Follow through to ensure a satisfactory resolution.
- Manages and facilitates the correction of Open Encounters and reports corrections to assigned Biller
- Run the Finalized Report AND the EPM/EHR Pending Charges Report DAILY 30 minutes before the end of each and communicates any issues to the Front Office Staff AND Dental Providers to correct PRIOR to leaving for the day. GOAL is to have ZERO OPEN ENCOUNTERS.
- Facilitates Audits and helps to implement any corrective action plans
- Works with Lead Dental Assistant to make sure that all Dental Logs are updated, daily, weekly and monthly.
- Make sure that the Dental Front Office provides printed Daily Appointment lists at the end of each day for the next day.
- Monitors Daily Dental Clinic Productivity for all Dental Providers on-site and works with Lead Dental Assistant to make sure that Oral Screenings are being performed to fill gaps in the schedule for all Dental Providers.
- Works with Clinic Administrators to make sure that Medical Providers and Medical Staff are engaged with the SAME DAY Oral SCREENINGS process and ensure that Dental Screening opportunities are being optimized each day from the medical side. Encourage MEDICAL-DENTAL Integration and establishment of a Dental Home for Patients
- Has intricate knowledge of Denti-Cal covered and non-covered services and limits of services and guides Dental Front Office and Dental providers with regards to Medi-Cal Dental Guidelines as we as all as other programs within the dental clinic such as DHSP/RWP, MHLA or any dental HMOs and/or Dental Commercial Insurances.
- Reports to the Chief Dental Officer, the monthly Dental Encounters/Dental Provider, no shows and Same Day Oral Screenings, over-the-counter collections by type (cash, check, credit card), i2i reports including Referrals, Dental Quality Measures, Medical- Dental Integration.
- Manages conflicts with Dental Administrative and Auxiliary Staff with the assistance of the Lead Dentist in a positive constructive manner using CONFLICT RESOLUTION tools.
- Manages and Reports to CDO and HR any work-related staff injuries following agency protocols with the assistance of the Clinic Administrator and HR Staff.
- Utilizes and monitors effectiveness and efficiency of all equipment and supplies used in the delivery of service and reports any deficiencies or needed repairs to the Chief Dental Officer immediately.
- Assists with in-service and on-going training of staff
- Builds relationships and fosters a high level of customer service
- Consults with Chief Dental Officer regarding work performance of dental providers and with Dental Operations Manager regarding Dental Assistants, and Dental Front Office Staff.
- Conference with the CDO and Dental Operations Manager on dental management issues.
- Works closely with the CDO and Dental Operations Manager to focus on continuous program improvement, clinical care, and exceptional service to patients.
- Participates in appropriate oral health promotion/ dental disease prevention activities both on and off site as required.
- Travels when necessary to meet operational needs.
- Responsible for personal compliance with all applicable federal, state, local, clinic rules, regulations, protocols, and procedures including personnel issues, workplace safety, public health and confidentiality.
- Adhere to all organizational safety policies, procedures, and regulatory requirements to ensure a safe environment for patients, staff, and visitors.
- Participate in required safety and compliance trainings and apply learned practices in daily work activities.
- Identify, report, and help mitigate unsafe conditions, incidents, or hazards in the workplace.
- Use equipment, tools, and supplies safely and responsibly in accordance with organizational and regulatory standards.
- Maintain awareness of infection control, occupational health, and emergency preparedness procedures appropriate to the role.
- Maintain regular and predictable attendance.
Requirements:
- High School Diploma
- Business Management coursework
- CPR/BLS Current
- At least 3 years of supervisory experience
- Demonstrated knowledge and success in driving overall clinical operations.
- Ability to travel from site to site as needed.
- Experience in working with clients and staff from diverse socio-economic, ethnic, and cultural background.
- At least 4 years working in a dental office front and/or back
Preferred:
- FQHC or Community Health Center experience.
- Management experience.
- Experience with NextGen/EDR preferred.
- Bilingual English/Spanish preferred
- DA/RDA preferred
*All JWCH, Wesley Health Centers workforce members are recommended to be fully vaccinated against COVID-19.
Employee Benefits:
At JWCH Institute, Inc., we believe in taking care of those who take care of others. If you work 30+ hours per week, you’ll enjoy competitive pay and a robust benefits package that includes:
- Medical, Dental, Vision
- Monthly employer-sponsored allowance for assistance with health premiums.
- Funded Health Savings Account (up to deductible) to assist with carrier-approved medical expenses.
- Paid time off (vacation, sick leave) and 13 paid holidays.
- 401(k) Safe Harbor Profit Sharing plan.
- Mileage reimbursement.
- Short- and long-term disability plans (LTD/STD).
- Life insurance policy & AD&D, and more!
Become part of a team where your work matters. Apply today and help us change lives, one patient at a time. JWCH Institute, Inc + Wesley Health Centers is an Equal Opportunity and Fair Chance Employer.
