Job Description: Operations Manager

Reports to: Regional Director of Operations

Status: Exempt

Company OverviewHero Dental, Vision, and Orthodontics (DVO), LLC, is part of the Hero Practice Services group. Hero 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 Operations Manager role is to consistently achieve financial, patient, and organizational

goals by effectively leading a diverse team of healthcare professionals within a pediatric dental,

vision, and orthodontic practice.

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

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

Support and carry out the organization’s goals and values that align with the company mission, clinical compliance, and teammate development
Work independently to achieve the goals of the assigned practice/area practices while adhering to company policies
Demonstrate high integrity in all activities, do not cut corners to achieve goals, and ensure others are acting in the best interest of the patient
Support the organization’s goals and values, support affirmative action, and respect diversity

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

Working knowledge of EHR systems and the ability to effectively schedule patients, submit claims, and review patient charts within the EHR system.

Understand, monitor, and ensure the smooth execution of practice processes, including but not limited to patient scheduling, teammate scheduling, documentation, billing, and training

Ensure the practice meets or exceeds established financial targets by thoroughly understanding key financial drivers and proactively taking actions to maximize results

Closely monitor practice costs and continually identify opportunities to reduce costs in ways that do not negatively impact patient care and provider satisfaction

Ensure practice is performing on key growth drivers including, having sufficient staff in place, optimizing schedule utilization, conducting community outreach and marketing, and creating word-of-mouth referrals through excellent service

Design and systematically execute proactive, recurring processes to achieve goals

Identify ways to effectively improve processes, products, and services within a dental, vision, and orthodontic practice through modern and creative thinking

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

Partner with the Practice Support Center to learn how to optimize best practices and resources as it relates to patient collections, billing, facility maintenance, information technology, and call center operations
Establish clear expectations for teammates around desired patient experience, coach and mentor teammates in customer service best practices, and monitor and remediate as needed
Strives to meet or exceed the expectations of both internal and external customers
Effectively support dentists, optometrists, and orthodontists in a way that enables them to achieve their clinical and operational goals
Train teammates on the desired patient experience, coach and mentor customer service best practices, and appropriately coach as needed
Actively resolve patient complaints when they arise, avoiding escalation of emotions and unneeded frustrations for the patient

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

Understand key performance indicators and identify ways to drive performance within the practice
Monitor practice costs, identify opportunities to reduce costs in ways that do not negatively impact patient care and provider satisfaction, and implement applicable solutions
Demonstrate self-discipline to stay organized while juggling multiple priorities to achieve practice goals
Oversee the growth and development of teammates within the practice, providing support and guidance on techniques to improve overall business and team engagement
Ensure practice level revenue cycle management metrics are being met on a daily, monthly, and quarterly basis

Compassion - 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.

Model compassionate attitude when working with patients and teammates who come from an array of backgrounds and life circumstances
Work collaboratively with the Hero Practice Support Center team to implement new programs and initiatives and provide feedback and ideas on improvement areas
Build a community within the practice that fosters teammate satisfaction and retention by continually mentoring and coaching teammates, maintaining a positive and professional attitude with patients and staff, and participating in the review process for all staff members
Partner with Lead Providers to address any provider-specific or clinical issues

Teamwork - 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.

Effectively support dentists, optometrists, orthodontists and the specialty services team in a way that enables them to achieve their clinical and operational goals
Collaborate with others to provide high-quality care and experience for our patients and their families
Work well with members of Hero’s leadership team in pursuit of the company’s goals
Place team above self, doing whatever it takes to make the broader organization win
Be able to work in a fast-paced environment with different personalities

Minimum Qualifications

Minimum of 3+ years’ experience required in management (healthcare, business, retail or

military) or equivalent

Dental, Vision, and/or Orthodontic experience desired, but not required

Minimum of 3+ years of solid people management including but not limited to

teammate relations, hiring, termination, performance and professional development,

and annual reviews

Minimum of 2-3 years’ experience in providing outstanding customer service and

project management

Availability to work after hours and on weekends when needed.

Desired Skills

Bachelors’ Degree preferred

Engage and inspire a diverse team of 20+ to meet the company’s mission

Identify issues and resolve problems promptly; use reason even when dealing with emotional topics

Experience leading multi-dimensional, cross-functional teams by attracting, training, and developing “A players”

Understand business implications of decisions; display orientation to profitability

Ability to handle a diverse workload with a tight time frame

Ability to summarize information and succinctly communicate analyses verbally and in writing. Must be able to present information effectively and to interact with all employees

Highly proficient at Microsoft Excel and PowerPoint, and preferred experience with Access, Visio, and MS Project

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 typical medical clinic and/or business office environment. 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.

Equal Employment Opportunity Statement

The statements contained herein are intended to describe the general nature and level of work performed by the Operations 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, exempt position. Competitive compensation and benefits package.

Experience

Required

5 year(s): Leadership
5 year(s): Business acumen

Skills

Preferred

Integrity
Leadership
Employee Development/Coaching
Data Analytics
Budgeting
Community Building
Business Intelligence
Accountable

Behaviors

Preferred

Enthusiastic: Shows intense and eager enjoyment and interest
Innovative: Consistently introduces new ideas and demonstrates original thinking
Dedicated: Devoted to a task or purpose with loyalty or integrity

Motivations

Preferred

Goal Completion: Inspired to perform well by the completion of tasks
Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization