Center Manager

This is a full-time position, Monday-Thursday 8:00 am-7:00 pm.

POSITION SUMMARY

The Center Manager is responsible for ensuring operational efficiency and the provision of exceptional patient care at his/her assigned center to improve health outcomes for AH patients and to promote patient/staff satisfaction. This position reports to the Nursing Director and has direct supervisory responsibilities for all dental assistants (DAs)and the Case Manager(s) assigned to his/her center. This position works collaboratively with the assigned center’s Front Desk Supervisor and Provider staff to improve operational efficiencies and resolve workflow issues. This position interacts as needed with administrative staff including the Front Office Director, Provider Relations Officer, IT Director, Facilities Supervisor, Chief Human Resources Officer, Chief Operations Officer, Chief Financial Officer, Chief Dental Officer, and Chief Executive Officer.

POSITION RESPONSIBILITIES

• Daily monitoring of assigned staff’s patient interactions to evaluate skills/competencies and provide performance improvement feedback/training.
• Daily monitoring of patient flow throughout the workday to identify and resolve bottlenecks/slowdowns; work collaboratively with the Front Desk Supervisor and Provider staff as necessary to resolve identified workflow issues.
• Daily monitoring of group voicemail/telephone messages to ensure patient messages are being retrieved and addressed.
• Daily review of patient charts for each Provider to ensure appropriate documentation/care provision by DAs and to identify training needs.
• Perform bi-weekly checks with the Case Manager(s) to ensure no expired referrals exist, and follow-through of assigned duties.
• Cross-training of assigned staff, where possible, to ensure the on-going availability of services.
• Perform staff training on policy/procedure updates and revisions.
• Document identified performance deficiencies for assigned staff, including the performance improvement expectations and the subsequent progressive disciplinary action should performance not improve.
• Conduct required evaluations for assigned staff for quality performance against position description, agreed upon goals and procedure requirements.
• Ensure the timely completion of required operational paperwork (i.e. - staff schedules, supply orders, incident reports, etc.).
• Ensure compliance with health records procedures and the confidentiality of patient records.
• Participate in the interview process for employment candidates and making hiring recommendations to the Nursing Director.
• Provide job orientation and training to new employees; assigning mentors to new employees; and, evaluating performance to determine readiness to carry out job duties independently.
• Monitor patient flow, wait times, and center productivity to ensure conformance with organizational procedures and center/provider goals; responsible for notifying Nursing Director promptly when patient flow or productivity issues are identified that cannot be resolved by Center Manager.
• Investigate and respond to patient grievances; escalate to Nursing Director, as necessary.
• Perform routine inspections of the facility and grounds; coordinate with maintenance staff to resolve identified issues.
• Perform required center safety drills in accordance with published schedule.
• Ensure staff completion of required monthly compliance training on ADP.
• Coordinate reviews with the ND to ensure compliance with all clinical procedures and skill maintenance/continuing education requirements.
• Coordinate skills assessments and training with the ND.
• Meet with assigned staff at least monthly to communicate updates, resolve issues and recognize improvements.
• Assume leadership role in establishing and maintaining a friendly, positive working relationship between clinical support staff and customer care and Provider staffs.
• Actively support the activities of the Continuous Quality Improvement Committee and prepare/submit reports as required.
• Meet regularly with the ND to review center operations and resolve problems.
• In consultation with the ND and relevant Administrative staff, prepare an agenda and chair a center staff meeting monthly.
• Prepare and present relevant in-service training at monthly center staff meetings.
• Participate in local health fairs and community events as requested.