Support Services Manager - Dental Clinic Administration

Job Title: Support Services Manager

The University of Iowa, College of Dentistry is looking for an experienced individual to coordinate/oversee patient management and quality assurance relative to patient flow within the faculty, resident, and pre-doctoral clinics at the College of Dentistry. Responsible for the day-to-day activities of the frontline staff supporting the clinic operations, including patient and employee relations, solving staff coverage challenges/schedule management, ensuring process/regulatory compliance, staff training/motivation, and serve as an active member on various College committees/teams. For a full job description, please send an e-mail to [email protected].

Responsibilities

• Supervision of clinic patient management front line Support Services Specialist staff and Support Services Coordinator(s).
• Prepare and develop training documentation for the electronic health record and conduct yearly, and ongoing user training.
• Resolve patient management issues by counseling and providing information to faculty, staff, students, and patients.
• Manage Quality Assurance reports and apply change management strategies to formulate goals and expectations. Manage regular record audits to ensure that the quality of record documentation meets the Collegiate standards of care.
• Provide feedback, recognize achievements, and recommend improvements to enhance staff performance.
• Communicate collegiate policies to all parties (patients, staff, students, and faculty). Utilize people management skills to bring resolution to issues that occur during the course of treatment.
• Provide and interpret data concerning patient flow and clinical activities for faculty, students, and staff. Design and implement processes to improve data entry, accurate record keeping, and increased patient satisfaction.
• Participate as a core committee member in the maintenance of the electronic health record. Develop methods for communication, distribution, and content of on-going software enhancements, including the training of users.
• Meet with pre-doctoral clinic directors to discuss and evaluate patient management issues .
• Call patients to discuss feedback provided through Intiveo patient feedback portal; coach/review feedback with front line staff as appropriate.
• Establish core relationships with various clinic stakeholders to ensure patient satisfaction and process efficiencies occur. Design collaborative processes that best serve the patients, clinics, and college mission.
• Develop and implements best practices and procedures to improve every aspect of the College of Dentistry patient experience.
• Attend national, regional, or local professional meetings.
• Directly communicate with patients to resolve concerns and unique treatment scheduling needs to ensure quality patient care and service.
• Direct/counsel front line staff to ensure collegiate patient/customer satisfaction goals are met while maintaining patient privacy standards as set by federal/state regulations.
• Actively establish collaborative environments, strong engagement, and trust in staff/stakeholders through active listening, empathetic decision making, and effective communication.

Salary: $68,924 to commensurate (Pay Grade: 5A)

Schedule: Monday – Friday, 8:00am – 5:00pm

Work Location: On-Site

Requires

• Bachelor’s Degree in relevant field or equivalent combination of education and relevant experience.
• Knowledge of modern clinical operation solutions/strategies.
• Typically, 3 years’ patient/staff management or other relevant experience utilizing the following skillsets:
• Identifying trends and opportunities for operational improvement and applying solutions to improve processes and workflows.
• Demonstrated ability to facilitate positive outcomes by collaborating and working in a team environment.
• Supervisory and performance management experience.
• Applying change management strategies by utilizing quality assurance data to formulate goals.
• Knowledge, understanding, and adherence to the Health Insurance Portability and Accountability Act (HIPAA).
• Implementing effective training program(s) by facilitating engaged learning experiences.
• Demonstrated ability being an empathetic listener/effective communicator while promoting collaboration, engagement and fostering trust in others.

HIGHLY Desirable

• Knowledge of dental/medical procedures/terminology.
• Extensive knowledge of electronic health information system.

Position And Application Details

In order to be considered for an interview, applicants must upload a Cover Letter and Resume (and mark as “Relevant File”) to their submission. 3 Names of Professional Reference may be required at a later date.

Job opening are posted for a minimum of 14 calendar days. This job may be removed from posting and filled any time after the minimum posting period has ended. For questions or additional information, please contact [email protected].

Successful candidates will be required to self-disclose any conviction history and will be subject to a criminal background check and credential/education verification

Additional Information

• Schedule: Full-time
• Appointment Type: Professional and Scientific
• Classification Title: Support Services Supv/Mgr
• Work Modality Options: On Campus

Compensation

• Starting Salary Minimum: 68924
• Pay Level: 5A

Contact Information

• Contact Name: [email protected]
• Organization: College of Dentistry
• Contact Email: [email protected]