Dental Office Manager

Independence Dental Services LP•Colonial Heights, VA

4d•Onsite

About The Position

The Office Manager (OM) serves as the Practice Leader, overseeing the day-to-day operations of a single dental practice. This key leadership role is responsible for front-office operations, team coordination, patient experience, financial performance, marketing execution, and regulatory compliance. The OM ensures operational efficiency and practice-level success by aligning daily activities with production goals, staffing plans, and company standards. This role reports to the Regional Manager (RM) or Regional Manager of Operations (RMO), depending on region structure, and serves as the primary liaison between the practice and regional or corporate support functions.

Requirements

3+ years of experience in office management, preferably in a dental or medical setting.
Strong leadership and interpersonal skills with a solution-oriented mindset.
Proficient with scheduling software, EMR/EHR systems, and Microsoft Office.
Ability to manage multiple priorities and adapt in a fast-paced environment.
Working knowledge of dental insurance and billing processes strongly preferred.

Responsibilities

Serve as a leader and culture champion within the practice, promoting engagement, accountability, and high performance.
Foster a professional and collaborative work environment that aligns with company values.
Supervise front-office staff and collaborate with clinical leads on team coordination.
Provide coaching, feedback, and performance support to direct reports.
Provide continuous mentoring and training to team members on patient care and professionalism.
Lead the day-to-day team HR functions such as coaching, performance management, and policy enforcement. Partner with the RM or RMO for support, who will escalate complex employee relations matters to Corporate HR as appropriate.
Ensure all employee relation communications are documented in the Employee Meeting Log.
Serve as the first point of contact for employee concerns, partnering with the RM and RMO for initial escalation and involving Corporate HR as needed for compliance or complex issues.
Ensure regular communication cadence with the Doctor Owner.
Oversee and participate in weekly team meetings with both clinical and administrative staff.
Ensure accountability and performance standards are upheld across all staff.
Ensure appropriate staff licensing is current and up to date.
Liaise with building management and RMO for facility needs and office remodels.
Develop and maintain emergency protocols; ensure annual staff training.
Communicate office closures and recovery plans to the Regional Manager or RMO.
Manage partnership with Accounting, escalate issues as needed.
Ensure the practice remains on target to budget and EBITDA goals.
Support onboarding and offboarding of practice team members.
Approve timecards and time-off requests in alignment with established timekeeping processes.
Identify inefficiencies in day-to-day operations and propose improvements to optimize workflows.
Implement and monitor process changes to ensure effectiveness and sustainability.
Collaborate with clinical and administrative team members to streamline communication and reduce operational bottlenecks.
Ensure ordering of supplies, equipment maintenance, and service requests.
Collaborate with the doctor-owner to implement and maintain an approved scheduling structure that supports practice goals.
Monitor the appointment schedule daily to ensure productive scheduling and proactively adjust to meet production targets.
Align staff scheduling with patient scheduling needs across all roles to ensure adequate coverage and support revenue generation.
Oversee all front-office and administrative functions, including scheduling, patient intake, patient insurance verification and eligibility, insurance fee schedule verification, and patient collections.
Ensure patient benefits are correctly recorded correctly in patient insurance files.
Oversee and manage provider schedules and time-off requests.
Conduct monthly planning to align schedules with revenue and EBITDA goals.
Monitor performance against production goals; escalate concerns to Doctor Owner and Regional Manager or RMO.
Oversee all front desk operations, including recalls, reactivation, patient relations, billing, collections, and overall patient experience.
Ensuring mail is processed daily, including scanning any checks upon receipt.
Ensure accurate and timely entry of patient and insurance information in practice management systems.
Review patient records and treatment plans for billing accuracy and completeness prior to claims submission or patient invoicing.
Address escalated patient concerns unresolved by department staff.
Issue patient dismissal notices and complete incident reports as necessary.
Monitor patient feedback via Google reviews and NexHealth or other technology
Monitor patient accounts receivable aging and ensure timely follow-up, including collecting at the time of service and reviewing outstanding balances.
Coordinate with the Regional Manager of Operations on process improvements to increase collections and reduce outstanding balances.
Escalate collection cases past 90 days for further review and resolution.
Seek support from the Regional Manager of Operations for recurring scheduling challenges or coverage gaps.
Oversee the practice’s office budget and manage expenses in alignment with financial targets.
Order and manage supplies within budget using approved procurement channels. Toggle receipt of orders in Dentira; resolve quality issues with Procurement.
Notify Procurement of pricing opportunities or recurring delivery issues.
Ensure End of Day Compliance by validating daily closeout procedures and uploading all documentation, including EOB’s.
Manage and submit data to support financial reporting accurately and on time.
Ensure compliance with operational policies and procedures, including OSHA, HIPAA, and non-clinical audits.
Ensure ongoing compliance with all state and federal laws.
Maintain licensure and certifications for the practice and staff.
Ensure the practice is inspection-ready at all times.
Assign and monitor completion of annual compliance training modules.
Process ADA and leave requests in collaboration with IDS HR.
Support ACA reporting, plan testing, and other compliance reporting.
Work with the marketing team to contribute to the development and management of marketing campaigns and promotions.
Monitor new patient acquisition, retention, reviews, and referrals.
Support online reputation and NPS efforts.
Coordinate community outreach and engagement opportunities.
Contribute to the practice’s social media presence by providing content to the marketing team related to services, specials, patient education, office culture, etc.
Lead practice-level HR processes related to hiring, onboarding, and terminations, partnering with the Regional Manager of Operations for support and escalating to Corporate HR as needed for compliance or complex matters. Responsibilities include recruitment, drafting and extending offer letters, completing background checks and drug testing, I-9 verification, and onboarding for new hires.
Train new front-desk team members on administrative functions and systems.
Assist with provider credentialing using IDS-managed CAQH.
Submit termination tickets and draft notifications, partnering with the Regional Manager of Operations for support and escalating to Corporate HR as needed.
Maintain personnel records and manage office-level benefits administration.
Support benefit enrollment, open enrollment, and access cards.
Review benefit invoices monthly; escalate discrepancies.
Collaborate on compensation changes and submit payroll updates.
Submit Payroll Change Tickets and approve payroll registers.
Ensure all payroll changes and timesheets are submitted on time.
Partner with RMO to assess and manage third-party vendors.
Manage IT needs for equipment and remote support.
Maintain software tools including PM software, e-claims, and engagement platforms.
Track subscriptions and manage telecom performance.
Oversee RCM functions: claims, denials, appeals, posting, and aging.
Conduct staff training and account audits.
Lead weekly revenue meetings.
Prepare and submit audit data.
Monitor production and collections in partnership with RMO and IDS support.