Office Manager

At GEN4, we pride ourselves on our commitment to providing an incredible patient experience. We are passionate about our craft and the impact we can have on our patients. We aim to foster a doctor-centric organization that allows our doctors to do more of what they love. Culture, high performance, growth, and development are deeply embedded in our business and we have our sights set on finding individuals who are excited to be a part of a growing, flourishing company like ours.

ROLE SUMMARY

The Office Manager is the caretaker and guardian of the front office. This position plays an integral role in keeping the team and office running smoothly. They are responsible for the ideal running of the operational systems associated with the front desk, which include scheduling patients for doctor(s) and hygiene, presenting treatment plans, negotiating F/As, and following up with insurance and collections. The Office Manager is also responsible for admin/team management duties, which include assisting and managing the office team, providing employee training, team coaching, conflict resolution, and monitoring the metrics associated with the expectations of each job role.

The Office Manager’s contributions create a smooth running, high-morale practice for a happy and productive team. They work closely with patients, the clinical team, and the doctor to facilitate a seamless transition from treatment plan presentation to commitment to a financial plan, while creating a warm and caring environment. The Office Manager may also be responsible for some internal accounting duties that support the practice’s goals for profitability. The number one responsibility of all employees is to provide expectational patient care. Below outlines responsibilities that must be accomplished daily, weekly, and monthly.

KNOWLEDGE, SKILLS, AND ABILITIES

• Relationship building and negotiation skills
• Technology savvy, with experience in practice management software
• Familiarity with dental insurance protocols, ADA codes, and dental treatments
• Understands and contributes to fostering a positive, cohesive teamwork environment and provides positive leadership
• Familiarity with human resource topics and employee management, to include hiring, training, coaching, counseling, oversight of practice protocols, etc.
• Ability to market the practice
• Creative problem-solving skills
• Superb communication with patients, insurance companies, third party companies, doctors, and the Gen4 Dental team
• Overall understanding of best practices in office philosophy and systems
• Excellent math, analytical, and attention to detail skills
• Keen understanding of scheduling and financial systems in order to support the practice
• Ability to function within a team environment as a supportive and positive contributor
• Ability to work independently and be resourceful and adaptable

KNOWLEDGE, SKILLS, AND ABILITIES

• Relationship building and negotiation skills
• Technology savvy, with experience in practice management software
• Familiarity with dental insurance protocols, ADA codes, and dental treatments
• Understands and contributes to fostering a positive, cohesive teamwork environment and provides positive leadership
• Familiarity with human resource topics and employee management, to include hiring, training, coaching, counseling, oversight of practice protocols, etc.
• Ability to market the practice
• Creative problem-solving skills
• Superb communication with patients, insurance companies, third party companies, doctors, and the Gen4 Dental team
• Overall understanding of best practices in office philosophy and systems
• Excellent math, analytical, and attention to detail skills
• Keen understanding of scheduling and financial systems in order to support the practice
• Ability to function within a team environment as a supportive and positive contributor
• Ability to work independently and be resourceful and adaptable

JOB SPECIFIC RESPONSIBILITIES

• Monitor front office systems daily and develop new systems input from the front office team and the Doctor(s)
• Cross-train the office team so that they can perform various duties as needed, such as scheduling, financial arrangement processing, and insurance tasks
• Supervise and monitor payment plans, credit card submission, F/A documentation, unfinished treatment, insurance submission, and coordination of insurance
• Devise a plan for each tardy insurance or A/R problem and ensure follow through
• Ensure that statements are sent on schedule, delinquent accounts are addressed, and the internal financial guidelines are followed
• Discuss any problems or successes with handoffs from the previous day
• Ensure that phones are answered and that calls are customer service focused and returned in a timely manner
• Supervise the schedule to ensure that goals are being met, and the schedule reflects an ideal day template, with the appropriate number of pre-blocks reserved
• Supervise the gathering of reports for admin time, the Perfect Day meeting, and training materials for team meetings
• Work with the IT company to resolve technology issues quickly
• See that end of day production reports are completed and signed off on
• Oversee charting protocols (paper and/or digital) to ensure they are up to date and HIPAA compliant
• Prepare deposits and reconcile collections daily
• Enforce the budget for office supplies and complete inventory management tasks
• Work with the Doctor(s) and Team Leads to hire, train, and coach team members
• Work with corporate HR to maintain and update the employee policy manual, appropriate job descriptions, and personnel files
• Oversee employee schedules to ensure policy guidelines on PTO, vacations, holidays, etc. are followed and the office is properly staffed
• Approve PTO requests and timecards for the payroll processor
• Coordinate growth conferences and salary reviews for your direct reports
• Communicate to the team as a representative of the Doctor(s) and Gen4 Dental, practicing and leading by example regarding the vision, policies, goals, and mission statement of the company
• Create a safe workplace that supports employee development, feedback, counseling, and a positive and ethical work environment
• Oversee the upkeep of the facility and equipment of the practice
• Hold employees accountable to fulfill their daily tasks and maximize their admin time
• Work with the Doctor(s) annual plan budget to process A/P and maintain vendor relationships.
• Utilize positive verbal communication skills to confidently discuss and promote dental services, staff skills, and results
• Ask patients for a referral/online testimonial
• Reach out to patients that made a special impact on the office, thanking them for being a patient
• Participate in all team meetings by preparing assignments, offering trend statistic insights, and by engaging in collaborative meeting activities to support the practice goals
• Actively participate/oversee all marketing/social media strategies that reinforce the brand
• Maintain all statistical interpretations of employee performance in order to reinforce success and address challenges
• Actively participate in all continuing educational opportunities to expand your skill set
• Develop a standard operating procedure (SOP) manual that clearly and specifically assists all team members in completing and understanding their tasks
• Keep the team informed of the next available schedule opening, including emergency time and pre-blocks.

Gen4 Dental Partners provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.n will be kept confidential according to EEO guidelines.

Working Environment & Physical Requirements

Working conditions include those typically seen in an office environment. Prolonged periods of sitting at a desk and working on a computer. Must be able to lift to 15 pounds at times.