Lead Orthodontics Department in a collaborative service-oriented environment in partnership with Clinic Directors, Department Chair, and diverse Penn Dental Medicine stakeholders. Manage clinic efficiency, productivity and customer satisfaction/engagement with a key focus on effective chair side assistance, oversight of positive patient experiences and efficient revenue cycle/reimbursement execution. Model effective conflict resolution strategies, service-oriented behaviors, collaborative process improvement execution with various departments and timely quality assurance for our patients, residents, students, faculty and staff communities. As a key leader in the Orthodontics Department, demonstrate expert proficiency with project management, continuous training, oversight of clinic staff performance Overall job duties include management of clinic staff-hiring, orienting, assigning and reviewing employee work, coaching, acting on leave requests and timesheets, conducting performance evaluations, and disciplinary processes.
Develops, in conjunction with the Department Chair and Clinical Directors, the annual operating plan for the practice in accordance with financial guidelines to ensure the alignment of the practice with Penn Dental Medicine’s strategic objectives. Monitors and improves financial performance of clinic including production, staff productivity, other controllable expenses and accounts receivables. Provides leadership to inspire and coach employees on accomplishing strategic and operational goals and related tasks. This includes leadership related to recruiting, selecting, training and motivating employees, as well as managing employee performance, executing strategic operations plans and developing and administrating operational budgets. Regularly reviews, interprets and uses financial data including income statements and balance sheets to identify plan shortfalls and opportunities and focuses resources and efforts to these items to ensure plan achievement. Understands the importance of customer service and sets an example of exemplary customer service. Continuously builds customer understanding by monitoring patient satisfaction performance and customer feedback.
Lead the overall operational management of the clinic including but not limited to registration/scheduling, insurance approval, billing, supplies, assisting & laboratory staff. Hires, trains, supervises, evaluates, counsels & performance manages staff. Ensures the orientation of staff to role functions, policies, & procedures. Coordinate effective & efficient Orthodontic resident & student schedules in partnership with clinical faculty. Consistently model customer service & service behaviors.
Develops, implements, maintains & monitors departmental policies & procedures to reduce rework, improve quality and process consistency. Oversees coding & billing, ensuring that documentation is complete. Assists in follow up appeals on claims and monitors work queues, coding edits, bundling issues & follow up/appeal of procedures. Resolve billing related questions on medical & dental Orthodontic accounts & completes payment contracts. Follows up on the timeliness of insurance payments.
Establishes, analyzes, monitors & responds to reports related to productivity & quality standards of work. Resolve clinic & equipment issues for Orthodontist, staff & residents, oversee & coordinate clinic assignments, case completion & patient outcomes; Supervise & assist in ensuring a safe environment for patients & staff & ensure maintenance of maximum aseptic techniques throughout clinic. Collaborates with IT to implement, maintain, & troubleshoot orthodontic equipment & software.
Contracts with & maintains relationships with vendors & supplies of services. Establishes & maintains a feedback mechanism to ensure residents, faculty, patients & staff needs are met. Participate/lead quality improvement & operational improvement initiatives. Represent department on task forces, committees & advisory groups. Monitors, evaluates & justifies monthly budget expenditures & revenue. Participates in identification, submission and implementation of annual capital requests/projects.
Prepare clinic flow statistics, identify opportunities for increasing clinic census, proposes, & designs new policies/procedures; Ensures that policies & procedures are updated & followed with Clinic Directors. Ensures that patient & employee incident policies are followed. Ensures that health & safety training is provided to all staff. Prepares agenda for monthly clinic meetings. Responds & resolves patient complaints jointly with Clinic Directors.
Audit & report on all service lines to Department Chair & Clinic Directors. Monitors monthly review of patient financial records to minimize accounts in arrears. Assists with the annual budget preparation; executes and reviews monthly AxiUm financial reports. Provides billing information for inquiries from patients & third-party payers. Ensures that patient charges & credits are processed timely. Ensures handling processes are followed & transactions reconciled.
Regularly reviews, interprets & uses financial data including income statements & balance sheets to identify plan shortfalls & opportunities & focuses resources & efforts to these items to ensure plan achievement. Understands the importance of customer service & sets an example of exemplary customer service. Continuously builds customer understanding by monitoring patient satisfaction performance & customer feedback.
Fosters strong relationships to ensure a commitment to productivity objectives, revisiting monthly forecasts & measures actual productivity against plan. Develops, schedules & maintains operational calendar to foster alignment on key operating plan & practice management objectives. Demonstrates a commitment to PDM’s core values. Ensures that the practice policies, procedures & processes are in compliance with PDM protocols, state & federal law, regulations & accreditation guidelines.
Other duties and responsibilities as assigned.
Internal Number: 47007
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