Operations Manager

PDS Health•Colorado Springs, CO

About The Position

The Operations Manager Trainee (OMT) develops the skills and company knowledge needed to independently run a financially viable PDS-supported dental office. The trainee owns their professional development by completing the Operations Manager Development Program, with support from a direct supervisor. Development includes structured curriculum, practical on-the-job application, and development meetings. The expectation is that each OMT will be prepared to independently manage a dental office within 4–6 months after timely completion of the program. The position includes leadership and operational responsibilities across dental-office teams and functions. Upon completion of the training program, the role becomes salaried. The work is primarily in a sedentary office setting, with field visits and driving required. The position involves regular sitting, standing, walking, keyboarding, handling materials, reaching, seeing, talking, and hearing; frequent lifting or carrying of materials typically weighing less than 40 pounds; and occasional stooping, kneeling, bending, or crouching. The environment is temperature controlled, usually low to moderately noisy, and may involve occasional exposure to irate team members, vendors, or patients.

Requirements

High school diploma or equivalent.
Five or more years of related work experience in operational management.
Maintain a valid driver’s license and automobile insurance; the driver’s license must be verified through a motor vehicle record check at hire. Alternatively, have reliable alternate transportation that permits required timely travel among multiple offices.
Travel in a timely manner to multiple offices per day, sometimes several times per day; travel may be planned or unplanned and can change without notice.
Knowledge of dental plans, insurance fees, administrative guidelines, limitations and exclusions, reporting systems, business correspondence and reporting techniques, and profit-and-loss principles.
Proficiency with Microsoft applications, Epic, 1VU, BOX, and standard office equipment.
Ability to make timely, accurate decisions using information that may be vague or limited, and to exercise independent judgment.
Ability to multitask and work in a fast-paced, sometimes ambiguous environment without compromising work quality.
Ability to prioritize tasks and projects with limited direction while contributing to organizational success.
Ability to read, analyze, and interpret common financial reports and legal documents, and respond to inquiries from patients, team members, regulatory agencies, vendors, and other business-community members.
Ability to draw valid conclusions, use sound judgment, make decisions under pressure, and interpret and apply policies and procedures.
Ability to work with probability and statistical inference and apply fractions, percentages, ratios, and proportions to practical situations.
Strong personal responsibility for assigned tasks; ability to work with others and accept direction.
Commitment to educational advancement and flexibility in adapting processes to unique needs.
Effective verbal and written communication and presentation skills; ability to lead, prioritize team duties, coach, mentor, train, write performance evaluations, provide feedback, and handle team-member relations issues.
Organizational ability and a systematic approach to assignments, including the ability to cut through confusion and bring order to complex situations.
Strong problem-identification, analysis, and problem-solving abilities.
Detail-oriented, organized, process-focused, proactive, self-motivated, and patient-focused.
Ability to create presentations and present effectively.
Meet the role’s physical requirements, including frequent lifting or carrying of materials typically weighing less than 40 pounds and occasional stooping, kneeling, bending, or crouching.

Nice To Haves

Associate degree or bachelor’s degree.
Five or more years of experience leading a team and mentoring and coaching subordinates.
Results-oriented approach, including energy, realistic goal-setting, commitment-keeping, persistence, and daily prioritization.
Effective team-building capabilities, including integrity, open communication, willingness to address difficult issues, motivation, education and training, talent assessment, and consistency.
Patient-advocacy qualities, including flexibility, adaptability, empathy, passion, and ethical conduct.
Process-focused operational skills, including data-driven decision-making, organization, attention to detail, and comprehensive knowledge of operational processes.
Financial acumen, including understanding profit drivers, using metrics to manage, building financial understanding among staff and clinicians, and understanding local market drivers and competition.
Influencing and coaching skills, including active listening, building trust, tailoring coaching to individual needs, creating shared motivation for change, and recognizing improvement.

Responsibilities

Model company culture, values, standards, and operational practices based on the We Believe Behavioral Framework, and learn to create an environment that promotes PDS culture and values.
Assess, hire, train, supervise, counsel, coach, and retain team members who are a good fit.
Assess, investigate, and resolve staff and patient issues by analyzing facts and circumstances and developing timely, effective, logical, and creative solutions.
Execute the PDS Operational Model consistently to meet office imperatives in partnership with the Owner Dentist.
Drive year-over-year revenue and profit growth.
Manage expenses to achieve monthly goals and budget.
Demonstrate proficiency in and adherence to cash-management and accounting protocols.
Help the team develop and deliver the Perfect Patient Experience.
Provide leadership, coaching, and mentoring to identify and implement opportunities for improvement.
Keep commitments and maintain open communication with direct supervisors, raising issues and concerns openly and early.
Maintain a professional appearance and demeanor in accordance with company policies, and address others professionally and respectfully.
Develop proficiency with people-related tools and resources, including assessment, hiring, retention, performance evaluation, separation processes, and compensation guidance and execution.
Ensure compliance with company policies and applicable state, federal, and other regulatory requirements.
Report weekly to the Regional Manager on accomplishments, areas for improvement, performance goals, and the effectiveness of systems.
By the end of the development program, demonstrate competency managing Front Office and Back Office team members, including leadership and team-development capabilities.
Develop and implement an office success plan, including staff development and office protocols that support efficient operations during manager absences.
Perform other duties and responsibilities assigned by the direct supervisor that improve team-member development outcomes.