Dental Operations Coordinator

Job Description

Job Description: The Dental Operations Coordinator is responsible for overseeing and supporting all front and back-office operations within the Dental department to ensure efficient clinical flow, excellent customer service, and compliance with organizational standards. The Dental Operations Coordinator functions up to 60% as a dental assistant and up to 40% administrative. Under the direction of the Dental Director, the Dental Operations Coordinator is accountable for implementing the operational directives of the Dental Director and NATIVE HEALTH Senior Leadership. The Dental Operations Coordinator ensures the dental clinics and outreach programs operate efficiently and that established goals and objectives are met.

KEY ACCOUNTAILITIES

1. Provide and promote excellent customer service to visitors, patients, clients, and staff in person and on the phone. 

Measures of Success:

A. Ensure all staff greet all patients/visitors and staff in a positive, friendly, professional, and customer-service-oriented manner always.

B. All phone calls are answered within three rings.

C. All staff will provide outstanding customer service with no more than one complaint per quarter.

D. Staff will be educated on Excellence in Customer Care

2. Provides supervision, leadership, and guidance for the dental support staff including front desk lead and dental assistants at all locations.

Measures of Success:

A. Manages the recruitment, onboarding, and orientation process for dental support personnel.

B. Staff demonstrate alignment with organizational mission and values.

C. Administers corrective action and disciplinary procedures for support staff.

D. Completes yearly performance reviews and identifies individualized support staff development needs when appropriate.

E. Maintains employee schedules, leave requests, and timesheet review.

F. Ensure appropriate coverage in the front and back office by coordinating or providing coverage at other clinics as necessary.

G. Provide dental assisting services or coverage as necessary.

3. Assists the Dental Director with implementation of Dental department policies and procedures, cultural initiatives, goals in addition to projects and assignments as assigned.

Measures of Success:

A. Provide initial training of dental personnel on departmental policies and procedures, confirm ongoing compliance and provide retraining as needed.

B. Coordinates credentialing for newly hired support staff and keeps provider credentialing records up to date.

C. Assist dental director with regular meetings with dental staff, to include monitoring progress toward departmental goals.

D. Assist with the process for managing and documenting patient complaints and incidents

E. Support development of the annual dental department budget as assigned

F. Direct supply and inventory controls for clinical and non-clinical materials while tracking spending within the approved budget.

G. Coordinates office processes related to billing ensuring accuracy and timely submission of clinical encounters.

H. Ensure that equipment is operational

I. Leads the preparation of reports, program materials, and other documentation.

J. Interprets and gathers statistical data on program goals and outcomes. Identifies gaps in site performance and addresses those on a timely basis.

K. Ensure collaboration with Medical, BH, and other divisions to ensure integrated health for NATIVE HEALTH patients.

4. Assists with the Quality Assurance program as assigned by the Dental Director with promoting timely completion of QA audits and proper maintenance of QA records.

Measures of Success:

A. Support oversight of the Infection Control program by monitoring staff adherence to applicable procedures, with attention to data collection, log maintenance, and documentation practices.

B. Assigns initial Infection Control training and yearly retraining

C. Coordinates annual training of medical emergency protocols

D. Manages equipment oversight so clinical and non-clinical items are maintained, repaired when necessary and documented appropriately.

E. Maintains Dental Department preparedness for regulatory inspections and surveys, including AAAHC and Arizona Department of Health Services reviews.

F. Maintains HIPAA, HRSA, and IHS program requirements.

5. Supports the organization as needed.

Qualifications

KNOWLEDGE, SKILLS, AND ABILITIES:

1. Working knowledge of dental clinic operations including knowledge of dental supplies, equipment, and services.

2. Knowledge of dental clinical regulations and standards.

3. Ability to maintain infection control, quality and safety standards.

4. Ability to develop and maintain record-keeping systems.

5. Ability to manage dental support staff, including organizing, prioritizing and scheduling work assignments.

6. Thorough understanding of dental clinic operations, including front desk scheduling, insurance interaction including prior authorizations, eligibility determinations, and time of service collections.

7. Familiarity with electronic dental health records.

8. Ability to provide a positive team-oriented environment within the Dental team and other NATIVE HEALTH departments.

9. Customer service oriented. Ability to handle difficult situations.

10. Practical verbal and written communication skills.

11. Culturally competent; able to work with a diverse workforce and client population.

12. Professional integrity; excellent work ethic.

13. Able to manage competing priorities, excellent organizational skills and good time management.

14. Must work with confidential material without betraying the trust of patients, families, or the agency

15. Ability to work independently and take initiative in addressing concerns and issues.

16. Proficient with computer-based applications such as MS Office, Adobe, registries/medical databases, practice management software, electronic health records, and financial applications.

QUALIFICATIONS/EXPERIENCE/REQUIREMENTS:

1. An associate or bachelor’s degree in business, healthcare administration, or a related field is required.

2. Dental Assistant Certification from an accredited college or training institution with at least three years of experience in chairside dental assistance.

3. Must possess the Dental Assistant National Board (DANB) certification and the Radiology certification as required per AZ, State Dental Laws

4. Previous administrative or clinical experience in a community health center dental practice.

5. At least two years of experience as a supervisor or manager in a dental practice is required. Experience in a community health center setting is preferred.

6. Experience with AthenaOne electronic health record (EHR) preferred.

7. Must possess a valid and unrestricted Arizona driver’s license (within 30 days of hire if applicant is from out-of-state) with no DUI/DWI or reckless driving convictions in the last five years. No more than two at-fault accidents in the last three years. Must maintain a valid Arizona driver’s license during employment. Must be insurable by NATIVE HEALTH’s liability auto policy.

8. Must pass a criminal background check and obtain a Class I Fingerprint Clearance Card within the initial ninety (90) calendar days of employment and retain a valid card while employed with NATIVE HEALTH.

9. Must pass substance abuse testing upon employment and submit to random testing during employment.

10. Must provide an updated immunization (IZ) record at the time of employment.

11. Must have a current (within 12 months) Tuberculosis (TB) skin report upon employment and provide an annual update.

12. Must obtain Basic Life Support (BLS) certification within (90) calendar days of employment and maintain certification during employment.

Additional Information

NATIVE HEALTH complies with all state and federal requirements, including EEOC requirements.