The Operations Leader’s (“OL”) primary responsibility is, at the request of the Professional Corporation/Professional Association (“PC/PA”), to assist the PC/PA by partnering with the doctors, the Senior Leader of Operations (SLO) and support services to establish, and maintain a successful team.
The Operations Leader should take great care to ensure that he/she does not have or exert any direct or indirect control or input into any of the following:
- The clinical aspects of the PC/PA’s or any of its clinicians.
- Distribution of a revenue stream or control over a line of business.
- The control of patient records.
- The clinical practices of the PC/PA’s or its clinicians or ancillary personnel.
- Hiring or firing of clinical personnel or material terms of the clinical personnel’s’ relationship with the PC/PA’s.
- The entering into or approval of any contract or other arrangement (including the material terms thereof) between the PC/PA and a dentist for the provision of dental services or requiring approval by or input into any such contract or arrangement by DPI or the Operations Leader.
- The transfer of ownership interests in the PC/PA’s by DPI or any other non-professional entity.
- Payment to DPI of anything of value based on a formula that will forseeably increase or decrease because of an increase or decrease in profitability, gross revenue, or net revenues of a dentist or the PC/PA’s.
- Payments to DPI that are likely, forseeably, and purposefully in excess of the likely profits of the PC/PA’s (without taking into account the compensation paid by the PC/PA’s to DPI).
- Understand the business responsibilities and key performance metrics for successfully managing a practice; forecast results; at the request of the PC/PA, ensure all budget and production expectations, as set by the PC/PA, are met or exceeded, and that financial data and records are balanced; at the request of the PC/PA, assist the PC/PA with passing all financial audits.
- Exhibit outstanding customer service with patient as #1 priority; at the request of the PC/PA’s, assist doctors in the timely and successfully resolution of the non-clinical aspects of patient complaints, concerns, and questions (all clinical aspects of patient complaints must be referred to the owner of the PC/PA/treating dentist for resolution; Operations Leader to carry out the direction of the PC/PA Owner/treating dentist on such matters as they direct); at the request of the PC/PA’s, oversee customer service audits, including “secret shopper” and “mystery call.”
- Lead by example with Servant Leadership; partner with Human Resources to develop and deliver periodic performance evaluations for non-clinical staff.
- Model the Dental Works Way behaviors; be supportive of company and PC/PA policies and procedures, and, at the request of the PC/PA, ensure that they are being followed in the PC/PA. In conjunction with Human Resources, assist the PC/PA’s in complying with employment-related laws and regulations and employment-related policies and procedures established by the PC/PA’s.
- Continually build and nurture a positive working relationship with the doctor(s); at the request of the PC/PA, organize monthly meetings to facilitate the resolution of concerns by the PC/PA.
- Ensure bank deposits are protected and made timely according to established guidelines and protocols; monitor, protect and verify petty cash funds;
- Follow HIPAA policies and procedures and other applicable privacy and security policies and procedures established by the PC/PA to maintain patient privacy and protect patient information including financial, personal, and health information.
- At the request of the PC/PA, support patient flow and maximize budgeted payroll hours by effectively scheduling staff, and understand and provide oversight for the PC/PA’s managed care component (scheduling, fee schedules, collections, etc.).
- Partner with Human Resources to hire quality non-clinical talent; follow hiring procedures to ensure acquiring the best non-clinical talent available; in conjunction with Human Resources, develop methods to retain key non-clinical talent and reduce unwanted turnover.
- At the request of the PC/PA, ensure that staff is trained and on current PC/PA processes, policies and procedures.
- At the request of the PC/PA, facilitate regular staff meetings and daily a.m. huddles; seize opportunities to foster communication, provide company and PC/PA updates, share information, teach and continually challenge and develop non-clinical staff.
- Complete and forward HR and payroll related documents accurately and timely, including new hire and termination forms for non-clinical staff, and for clinical staff, at the request of the PC/PA; have employees verify and sign their own payroll time sheets.
- Partner with SLO and Human Resources to develop corrective action/performance improvement plans for non-clinical staff, and for clinical staff at the request of the PC/PA, to ensure behaviors, attitudes, job expectations and performance standards are being met and exceeded. Consult with Human Resources prior to delivering any PIPs or corrective action/warning documents to non-clinical staff.
- At the request of the PC/PA, locally market practice, including but not limited to joining local Chamber Of Commerce and participating in local job and health fairs.
- Follow OSHA safety standards.
- Perform additional tasks as assigned to achieve PC/PA and company goals.