Dental Operations Manager II

GENERAL JOB DESCRIPTION

Ascension DePaul Services of New Orleans (DCSNO) affiliates with DCHC which manages multiple Federally Qualified Health Center locations in the Greater New Orleans area. DCSNO is committed to improving the health status of communities and continues a long tradition of health ministry. DCSNO is seeking a full-time Dental Operations Manager.

The Dental Operations Manager will be charged with having a clear understanding of the various insurance plans, dental fee structure and front office operations, and is responsible for general training and oversight of the processes and procedures performed by the Patient Access Representatives, managing front office patient insurance including pre-authorizations, up-front OTC payments and patient accounts. This employee is responsible for the billing and accounts receivable for the dental department including the supervision of the dental billing and accounts receivable associates. This employee serves as a resource for both the front office collection of patient information as well as the accurate insurance processing and entry of charges. The DPM coordinates with the clinical team for treatment coordination and is charged with maximizing appointment scheduling and managing the confirmation process. This employee is responsible for ensuring a high level of customer service across the dental program. The Dental practice manager works to ensure that all sites adhere to OSHA standards; DCHC safety protocols and Louisiana Board of Dentistry Dental Practice Act.

DUTIES & RESPONSIBILITES

• Provides oversight and guidance to Patient Access Representatives (PARs) with regard to front office procedures and data input, correcting errors or problems, and identifying areas where further training would benefit the department. Provides oversight and guidance to dental billing and accounts receivable team.
• Coordinates daily staffing schedule of PARs and working with the DA Supervisor to ensure adequate coverage for the sites.
• Reviews and processes requests for vacation, sick and other leaves of absence for assigned associates.
• Conducts all subordinate evaluations, coaching and disciplining as needed.
• Works with HR and DA-Supervisor to recruit, interview and select dental support staff.
• Resolves customer complaints or answer customers’ questions regarding accounts, policies and procedures.
• Assists in the training of all new and current staff in charge-entry and batch procedures to ensure appropriate and efficient patient billing.
• Monitors missing charges and resolves in a timely manner.
• Ensures that the office phones are answered in a prompt, courteous and professional manner, messages recorded when needed and relayed to the appropriate party, returning calls when needed.
• Monitors the scheduling of patients for appropriateness, production and efficiency, following guidelines set forth by the CDO.
• Verifies that calls are made to all patients scheduled for two days out, reviewing and confirming appointment time, location, funding and eligibility. Ensures documentation of completed confirmation calls. Ensures that all patients are advised of co-pays, deductibles and self-pay responsibilities.
• Oversees the scheduling and the implementation of the short-call process.
• Monitor and perform regular site visits for support at all clinic sites.
• Trains Patient Access staff in patient communication regarding proposed treatment, insurance coverage and copays. Ensures signed treatment plans are scanned into the patient files.
• Trains and assists staff in following pre-authorization protocols.
• Ensures that referral requests are submitted to insurance companies appropriately or as needed by the dentists. Follows up as needed with the patient for further treatment.
• Assists in the development of protocols and workflows for the front office to ensure efficiency.
• Coordinate and participate in team meetings with dental assistants, provider and front office staff on a regular basis, along with the CDO, to create solutions and improve quality and efficiency of patient care.
• Orient, place and supervise students and non-provider volunteers.
• Generate monthly reports, as required by CDO, making recommendations for improvement.
• Travels to all dental clinics as needed to assist during planned or unplanned staffing shortages.
• Functions in the capacity of a Patient Access Representative when needed.
• Performs general office assistance as requested.
• Maintains a professional and courteous demeanor at all times.
• Attends mandatory training, staff and safety meetings and participates appropriately.
• Performs other duties as assigned or requested.

PHYSICAL DEMANDS

Lifting, twisting, bending and prolonged sitting may be required. Travel between clinic sites will be required. Work under stressful conditions as well as extended hours may be required.

WORK ENVIRONMENT

The work environment is normally performed in a health clinic with a normal/comfortable temperature setting. May require travel between sites in varying temperatures. The associate will be provided DSCNO equipment (computer, laptop, cell phone, etc.) to perform necessary duties for the position. The majority of the work setting is sedentary.

MINIMUM QUALIFICATIONS

• Proficient verbal and written communication skills.
• Bachelor’s Degree or Master’s Degree preferred
• Previous Dental Front Office Experience with 5 years of management experience.
• Knowledge of dental terminology.
• High degree of confidentiality, integrity and professionalism.
• Ability to multi-task and set priorities in an ever-changing environment while maintaining a calm, professional environment.
• Demonstrate initiative and judgement in problem solving.
• Competence with Microsoft office suite including Microsoft Word, Excel and PowerPoint software.