Job location: Dental School-Evans Building - Penn Dental at Schattner Center

Employment Type: Full-time
Posted data: 2020-01-14
Req: JR00015175
University Overview

The University of Pennsylvania, the largest private employer in Philadelphia, is a world-renowned leader in education, research, and innovation. This historic, Ivy League school consistently ranks among the top 10 universities in the annual U.S. News & World Report survey. Penn has 12 highly-regarded schools that provide opportunities for undergraduate, graduate and continuing education, all influenced by Penn’s distinctive interdisciplinary approach to scholarship and learning.

Penn offers a unique working environment within the city of Philadelphia. The University is situated on a beautiful urban campus, with easy access to a range of educational, cultural, and recreational activities. With its historical significance and landmarks, lively cultural offerings, and wide variety of atmospheres, Philadelphia is the perfect place to call home for work and play.

The University offers a competitive benefits package that includes excellent healthcare and tuition benefits for employees and their families, generous retirement benefits, a wide variety of professional development opportunities, supportive work and family benefits, a wealth of health and wellness programs and resources, and much more.

Posted Job Title

Orthodontics Care Center and Customer Service Engagement Manager

Job Profile Title

Manager B

Job Description Summary

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.

Job Description

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.

• 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.
• 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 & thirdparty payers. Ensures that patient charges & credits are processed timely. Ensures handling processes are followed & transactions reconciled.
• 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.
• 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.
• 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.
• Develops, implements, maintains & monitors departmental policies & procedures to reduce rework, improve quality & process consistency. Oversees coding & billing, ensuring that documentation is complete. Assists in follow up appeals on claims & 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.
• 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 PDM leadership behaviors.
• 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.

Qualifications

Bachelor's Degree with 3-5 years of related experience or equivalent combination of education and experience is required. Previous budgeting and forecasting experience. Ability to multi-task and provide supervision to various team members and stakeholders. Strong accounting skills and knowledge of Penn's financial systems a plus. Dental assistant experience and working in a clinic capacity to support operations.

Working Conditions
Office, library, computer room

Physical Effort
Typically sitting at a desk or table

Job Location - City, State

Philadelphia, Pennsylvania

Department / School

School of Dental Medicine

Pay Range

$42,953.00 - $77,315.00

Affirmative Action Statement 
Penn adheres to a policy that prohibits discrimination on the basis of race, color, sex, sexual orientation, gender identity, religion, creed, national or ethnic origin, citizenship status, age, disability, veteran status, or any other legally protected class.

Special Requirements 
Background check required after a conditional job offer is made. Consideration of the background check will be tailored to the requirements of the job.