The Dental Program Director is responsible for performing these duties either directly or through direct reports. He/she needs to be competent in all below functions and is expected to perform the below functions if the direct reports are absent.

Duties

• Monitors the staff and patient schedules to ensure optimum access to care.
• Ensures the clinic is appropriately staffed at all times. Hires front office staff.
• Trains new and existing staff on dental programs and protocols.
• Tracks program performance on metrics related to quality, operations, and risk management.
• Ensures that the program meets operational goals.
• Ensures effective management of the new patient appointment system, the recall system and emergency appointment system.
• Creates scheduling templates, workflows, scripts, and other tools to support the success of staff.
• Continually evaluates and improves the patients and staff experience.
• Supports staff with addressing patient complaints and incident reports.
• Works with other department managers to ensure that dental support systems such as phones and the electronic dental record are meeting the needs of patients and staff.
• Participates in performance reviews based on job functions and individual goals.
• Maintains up to date office manuals, binders and other necessary documentation.
• Organizes and participates in regular meetings and trainings. Keeps minutes as needed.
• Participates actively in the quality improvement and risk management programs
• Manages the phone system. Collects call data, provides staff feedback and training, monitors and tests the system regularly the system for improvement.
• Participates in daily team huddles
• Coordinates off-site programs and assists with the expansion projects to increase access to care
• Assists with the budget process
• Keeps operational costs at or below budget
• Identifies opportunities and leads efforts towards revenue optimization
• Resolves disciplinary issues and conducts terminations if necessary
• Works with Chief Dental Officer to develop, implement and update the practice’s policies and procedures
• Perform other tasks as assigned by the Chief Dental Officer

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education/Experience:

• Bachelor's degree or two years related experience and training; or equivalent combination of education and experience.
• 2+ years of dental office experience required
• A minimum of 2 years supervisory/management experience preferred

Desired Skills:

• Sensitivity to the needs and situations of multi-cultural populations from a variety of income levels
• Knowledge of electronic dental records, scheduling protocols, insurance & eligibility guidelines
• Strong customer service skills
• Excellent oral and written communication skills
• Excellent attention to detail
• Ability to train and coach staff
• Ability to plan ahead, prioritize and follow up in a timely manner
• Exceptional organizational skills and time management skills
• Able to promptly identify problems, provide solutions and opportunities for improvement and prevent future issues.
• Able to conduct detailed work according to the practice’s established formats and policies
• Ability to promote the practice internally and externally to other organizations
• Chooses the appropriate communication method and understands how job affects others
• Displays ability and willingness to learn new things and make decisions
• Exhibits sound and accurate judgment
• Uses critical thinking to evaluate new situations
• Teaches self and uses available resources effectively
• Ability to develop and maintain strong relationships with patients and demonstrate a friendly attitude, even while under pressure or when patients are upset
• Ability to utilize the computer, multiple phone lines, copier, scanner, credit card processing equipment

Licenses and Certifications: None

Language Skills: Ability to effectively present information and respond to questions and requests from patients, co-workers, and others as necessary.

Mathematical Skills: Ability to add, subtract, multiply, divide in all units of measure, using whole numbers, common fractions and decimals.

Reasoning Ability: Ability to recognize problems, collect data and establish facts. Ability to conduct detailed work with accuracy.

Computer Skills: High level of computer literacy and proficient in MS Office (Word, Excel, PowerPoint and Outlook), electronic dental records, web applications and the ability to type 35 words per minute