Manager – Practice Management and Patient Experience

Now is the time to join PDS Health. You will have opportunities to learn new skills from our team of experienced professionals. If you're ready to take your career to the next level and gain valuable experience, apply today!

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The primary role is to ensure that all business requirements are achieved for the ongoing use of Operational workflows in the Epic system. The role is heavily focused on optimizing current flows, developing new workflows, supporting ongoing upgrades and scoping all business needs to develop a roadmap. This person is an operations subject matter expert (SME) of all Epic processes and supports the ongoing efforts to lead the support across the ecosystem for patient experience in multiple systems. This will include intersects across the Contact Center, Marketing and Operations. The role and will also support the EPMO team as a SME on Operational projects that directly impact the dental office workflows and the patient experience.

Responsibilities

• Partners with Operations leadership and the Epic implementation team to translate operational business requirements into Epic workflow solutions, evaluating options and gaining stakeholder agreement on approach.
• Owns ongoing optimization of existing Epic Operational workflows, identifying inefficiencies and driving improvements that support daily practice operations.
• Designs and develops new Epic workflows to meet emerging operational needs, ensuring solutions align with organizational standards.
• Scopes business needs across Operations to build and maintain a prioritized roadmap of Epic workflow enhancements and initiatives.
• Supports ongoing Epic upgrades by assessing operational impact, testing new functionality, and coordinating rollout with affected teams.
• Serves as the Operations subject matter expert (SME) on all Epic processes, advising IT, Operations leadership, and cross-functional teams.
• Leads and supports ongoing medical and dental integration efforts, ensuring Epic workflows accommodate combined medical/dental practice needs.
• Acts as the primary intersection point between IT and Operations, balancing technical feasibility with operational reality in workflow decisions.
• Serves as SME to the EPMO team on Operations-related projects, advising on impacts to dental office workflows, patient experience and providing input on scope, risk, and timelines.
• Communicates workflow changes and optimization efforts to operational stakeholders to drive adoption and minimize disruption to office operations.
• Partners with Learning & Development to ensure new or updated workflows are reflected in training content.
• Monitors Epic vendor releases and product roadmap to identify opportunities for operational process improvement.
• Other duties as assigned.
• Ensures compliance with all policies and standards, as well as state, federal and other regulatory bodies.
• This is not intended to be a comprehensive list of the duties and responsibilities of the position and the duties and responsibilities may change.

Qualifications

• Master’s degree in Arts/Sciences (MA/MS) in related field. In lieu of degree, 8+ years of experience is required.
• 5+ years of related experience.
• Epic Ambulatory proficiency or certification.
• QSI/CPS proficiency.

Preferred

• Experience in a multi-regional healthcare, retail, or dental company.

Knowledge/Skills/Abilities

• Strong abilities in managing the daily operations of department(s) or work unit while developing long term (3-5 years) goals.
• Strong strategic thinking abilities to understand and process complex information and exercise sound judgment.
• Outstanding leadership skills; plus exceptional time management and prioritization abilities. Dedication to personal development and education.
• Well organized and resourceful; effective and efficient at marshaling multiple resources to get things done.
• Attack everything with drive and energy with an eye on the bottom line; not afraid to initiate action before all the facts are known; drive to finish everything he/she starts.
• Ability to build trust with those requiring coaching, create a win/win need for change, and recognize and celebrate improvement to sustain change.
• Possesses “big picture” perspective and able to accomplish that through proper level of articulation across team.

Benefits

• Medical, dental, and vision insurance
• Paid time off
• Tuition Reimbursement
• 401K
• Paid time to volunteer in your local community

Compensation Information


$116,000.00-$150,000.00 / Annually

PDS Health is an Equal Opportunity Employer. We celebrate diversity and are united in our mission to create healthier and happier team members.