Job Description: Orthodontic Program Manager
Location: Los Angeles, CA
Reports to: Senior Orthodontic Program Director
Pay Range: $60-$90K
Status: Exempt
Company Overview
Hero is the only practice management company focused on delivering the systems, processes, and people needed to efficiently deliver quality dental, vision, and orthodontic care to children in underserved communities. With 26 offices across seven states, we have helped over a million children, ages six months through 20 years, gain access to the care they need since 2006. Working at Hero is both a career and a calling join us, BE A HERO!
Serving the needs of the Medicaid population requires a well-oiled machine. Our fast-paced, high volume offices require smart scheduling, effective patient communications, tested processes, and dedicated, well-trained personnel. The Hero team knows what it takes to provide quality dental, vision, and orthodontic care under one roof. We are looking to create long-term relationships with the children and families we serve, and to achieve that goal; we are dedicated to providing our team with the support, compensation, and lifestyle they need for career happiness.
Navigating the healthcare system can be a challenge for the families we serve. At Hero, we make it easy and enjoyable for parents to get regular vision, dental, and orthodontic care for their children. Our kid-friendly offices take the fear out of dental visits, and all our staff is trained to put both children and parents at ease. From scheduling to payments, eyewear selection to orthodontics, we make it fun, easy, and affordable for children to thrive.
Company Mission
To be the leading provider of high-quality and compassionate dental, vision, and orthodontic services to children in underserved communities.
Outcome of the Role
The Orthodontic Program Manager role is to sound clinical and front office training and support to achieve patient and organizational goals as it relates to the Orthodontic business.
The outcome of this role is achieved by following Hero Core Values:
Integrity – Doing what is right for our patients, our teammates, and our company. Upholding moral principles and trustworthy actions.
- Contribute to and write policy and procedure for the orthodontic line of business under the direct supervision of the program director.
- Maintain the highest standards in compliance and safety.
- At all times uphold and model Hero policies and procedures.
- Ability to make ethical and moral decisions that are in the best interest of our patients and teammates.
- Monitor and make suggested improvements on ortho practice supply orders.
- Work to ensure that there is a safe and healthy working environment for our patients and teammates.
- Ensure that we are compliant with all state, local and federal regulations.
Mission Driven – Focused on delivering high quality, compassionate healthcare through your daily activities in efforts to better the community we service.
- Support the setup of new practices with established process and procedures.
- Advise, teach, and train on efficient office protocols and workflow, both front office and back office.
- Identify ways to improve processes related to patient experience and support the creation and implementation of new processes.
- Responsible for supporting the project management of training for key ortho positions.
- Support the setup of new practices with established process and procedure.
- Maintain and foster partnership with all ortho supply vendors and representatives.
- Dolphin subject matter expert.
- Manage and oversee performance of the practice will business and patient driving key processes.
Patient First – Evaluating our level of service and quality to the people we serve, putting whats best for our patients above all else.
- Deliver effective training guidance in all aspects of the orthodontic line of business, provide practice performance evaluations on a case-by-case basis and support operations leaders plans for improvement.
- Advise, teach, and train on delivery of the Red-Carpet Experience and promote best practices for patient experience.
- Support practices with the communication skills that create, foster, and maintain relationships with patients that promote quality patient care.
- Coach and advise on cross care and same day care.
- Demonstrate the ability to make decisions that are in the best interest of the children and the community we serve.
- Oversee the performance and training of the orthodontic office leaders.
- Partner with the Orthodontic Training Specialist to ensure proper training is being delivered.
Accountability – Taking responsibility for meeting our commitment and taking ownership of our results.
- Train on proper equipment maintenance and follow up to ensure compliance.
- Provide feedback based on clinical and front office expertise to practice and Hero Leadership.
- Communicate and train on Heros Virtuous Cycle.
- Manage Support Portal to resolve tickets in an effective and timely manner.
- Participate in the planning of and building of project plans within own role.
- Work autonomously to execute initiatives, meet deadlines, and achieve measurable results.
- Ability to effectively manage time, projects, and expectations.
Compassion – Having the insight and vision to see others and help them along the journey of awareness, courage, confidence, and joy. Seeing people as humans and assuming positive intent.
- Assuming positive intent of teammates, collaborators, and patients.
- Model servant leadership and constantly aim to adhere to practice support in role as perceived by practice teammates.
- Demonstrate the ability to speak to difficult situations with compassion and professionalism while also being transparent.
- Support and advocate for staff retention.
Teamwork – Being a contributing teammate to those you work with, striving for common culture and goals. Supporting one another to achieve the mission and seeing opportunity in yourself and others to develop and grow.
- Foster and support all teammate development and encourage career growth.
- Provide office schedule coverage to support our teams when needed, including but not limited to; answering incoming calls, resolving support portal tickets and supporting busier days in practice. (ex: days children have no school.)
- Contribute to, participate in, and sometimes lead orthodontic related team calls.
- Support Dolphin Administrative requests.
- Ensure alignment and support of the operations leaders in addressing teammate and practice performance concerns and process misses, as well as coaching delivered to individuals in their reporting structure.
- Effectively communicate efforts and action plans as related to the practice to all impacted leadership. Operations, Program, RCM, etc.
- Provide orthodontic expertise to cross-functional teams in the organization.
Minimum Qualifications
- Local to or willing to relocate to New Mexico or California areas.
- At least one year of administrative experience
- Previous experience supporting multiple Orthodontic practice(s)
- Strong communication skills
- High School diploma or GED
- Proficient in Microsoft Office products
- Experience with using dental software and proficiency in EHR systems.
- Friendly outgoing demeanor
- Ability to travel 50-70% from home practice location.
- Proficient in orthodontic practice operations. New Patient Exam Flow, Treatment Conversion, Orthodontic Schedule Flow, and Appointment Types and Definitions.
- Leadership experience
Desired Qualifications
- Bilingual in Spanish
- Strong interpersonal and communication skills
Travel
- Travel 50-70% from home practice location.
Physical Requirements
This position requires full range of body motion. While performing the duties of this job, the employee is regularly required to sit, walk and stand; talk or hear, both in person and by telephone; use hands repetitively to handle or operate standard office equipment; reach with hands and arms; and lift up to 25 pounds.
Work Environment
Work is performed in a typical medical clinic and/or business office environment. Work in a clinical setting has the potential for exposure to blood and bodily fluids, and infectious pathogens. Must be able to use protective equipment as required.
Equal Employment Opportunity Statement
The statements contained herein are intended to describe the general nature and level of work performed by Orthodontic Program Manager , but is not a complete list of the responsibilities, duties, or skills required. Other duties may be assigned as business needs dictate. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
Hero Practice Services group 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. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Salary and Benefits
Full-time, Exempt position. Competitive compensation and benefits package.