Dental SWAT Manager

Overview

JOB PURPOSE:

The Manager, SWAT oversees and optimizes the operational performance of distressed practices within the organization. This role requires strong business acumen, a deep understanding of practice management, and the ability to build consultative and non-transactional relationships with doctors, practice staff, ADDL and Field Operations. The Manager, SWAT will serve as a key leader in ensuring the practices they support increase their ability to breakeven on a monthly basis by providing strategic direction, coaching, and resource coordination.

Responsibilities

GENERAL DUTIES & RESPONSIBILITIES:

Operational Management:

• Be in the clinic for 3 out of 4 weeks each month, three full days in office Tuesday- Thursday during practice operation hours ensuring systematic operations and adherence to standard operating procedures and best practices in accordance to the Affordable Care Operating Model
• Coordinate resources and support to practices, ensuring alignment Field Operations
• Establish and maintain an environment where patients are the center of everything we do and aligned to our mission and values
• Achieve operational excellence in all responsible clinics through effective management of the Practice Management System (PMS), appointment book management, CRM tools, schedule and labor management in coordination with lab and clinical teams

Financial Acumen:

• Understand, train, and articulate the financial performance of the practices, as it relates to core metrics that drive breakeven performance
• Utilize business reporting systems such as Power BI to manage the SWAT scorecard and provide weekly updates to Field Operations

Recruit, Hire, Coach, Develop and Build Relationships

• Assist with recruiting and hiring activities related to center and lab
• Coach and develop auxillary staff and doctors to support practice operational success
• Develop and maintain strong, trust-based relationships with doctors and team, fostering a consultative partnership
• Engage with practice employees to reinforce the importance of their roles and provide coaching on treatment planning, follow-up systems, and adherence to Standard Operating Procedures (SOPs); provide training, coaching, and development
• Partner with support partners, such as training and lab to ensure practices have the tools, resources and support they need to achieve success

Strategic Leadership:

• Diagnose clinic performance gaps and implement strategic plan to improve the operational and financial health using PowerBi, P&L and marketing dashboards
• Partner with Lab Regional Leaders to ensure operational efficiency and quality on in-clinic laboratories that directly impact breakeven activities

Practice Management:

• Have a thorough understanding of practice management systems for example Dentrix and Weave, E-Assist, including schedule monitoring and staffing models; learn and know the ACI operating tools
• Ensure that practices are well-equipped and staffed to meet operational demands.
• Prepare diagnostic reports prior to initial visit and identify core actions that need to be implemented/enhanced
• Recognize and support training needs in all practices. Perform onsite training whenever possible and in consideration of the practice financial condition
• Assist practices whenever possible throughout the day. Be present in the practice sharing and doing best practices to enhance the employee and patient experience
• Consistently communicate to Field Operations on all needs of the practice that are not relevant to SWAT but necessary for practice functionality

Problem Solving & Support:

• Drive a strong culture and environment that will support and enable all team members to be successful. You will foster accountability, teamwork and mutual trust and respect for all team members through mentoring and coaching
• Partner with Field Operations and DSO support center to solve core issues in order to graduate practices from SWAT focus.
• Conduct regular meetings with, Practice Owners (POs), Doctors, GMs and Front Desk  Associates (FDAs) and Field Operations to align on goals and strategies

Qualifications

GENERAL KNOWLEDGE, SKILLS & ABILITIES:

• Minimum of 5 years of experience in healthcare operations, preferably in a multi-location or dental practice setting
• Strong interpersonal and communication skills, with the ability to build relationships at all levels
• Experience with practice management software, particularly Dentrix, and business reporting tools like Power BI
• Ability to travel as required to visit clinics and attend meetings

Personal Attributes:

• Strategic thinker with a proactive approach to problem-solving with a high degree of accountability
• Strong leadership and coaching skills, with the ability to motivate and develop teams
• High level of integrity and professionalism
• Ability to influence and motivate
• Ability to have challenging conversations, while maintain the utmost respect and professionalism for the other parties
• Ability to negotiate, disagree and compromise