How to Apply

A cover letter is required for consideration for this position and should be attached as the first page of your resume. The cover letter should address your specific interest in the position and outline skills and experience that directly relate to this position.

Summary

The Operations Manager (new position) in Patient Services focuses on managing the daily operations of the Patient Operations team that deals with onboarding new patients. This manager will also provide strategic leadership and collaboration in operational changes that contribute to the overall success of the mission, vision, and values of the School of Dentistry. The Operations Manager will work towards enhancing the patient experience, and this role encompasses several important responsibilities that are crucial for the efficient and effective functioning of the patient care process.

This role provides oversight to the new centralized Appointment Office and Patient Check-In (predoctoral appointment office, special clinics appointment office, Guest Services, and patient registration and central check-in team). This role will ensure consistency and quality in operations and patient experience. Furthermore, the managerial position involves establishing operational objectives and assignments and delegating responsibilities accordingly among the team. This promotes a structured and organized workflow but also builds agility into the staffing model to cope with variability in demand. By regularly reviewing processes and analyzing patient and family feedback, the individual ensures continuous improvement in all areas of the patient experience. By representing Patient Operations on committees, fostering a collaborative environment, and communicating operational and performance metrics, the individual facilitates effective teamwork and knowledge sharing. 

The Patient Services Operations Manager reports directly to the Associate Dean for Patient Services.

What You'll Do

Managing the daily operations of the Patient Operations team and providing strategic leadership in the operational changes that contribute to the overall strategy and success of the mission, vision, and values of the School of Dentistry.

• Engage in an operations oversight role over patient operations to support effective service line engagement across the School of Dentistry.
• Providing data analysis and operational feedback based on qualitative and quantitative metrics that have been identified by the Associate Dean of Patient Services and dentistry leadership 
• Establishing operational objectives and assignments and delegating assignments accordingly among the team
• Identify opportunities for quality improvement, and carry forward quality improvement, in all areas of patient operations
• Develop and oversee policies and guidelines to ensure patient satisfaction, including analysis of patient and family feedback and corresponding action plan development and implementation
• Address and follow through with patient/family feedback and complaints, including implementation and ongoing evaluation of appropriate process improvements
• Monitor operational and financial performance metrics at the level determined by the School of Dentistry leadership
• Regularly review processes to ensure ongoing compliance with institutional goals, objectives, policies, standards, and guidelines.
• Evaluates supporting function operations, identifying areas for improvement and increased efficiency.
• Identify, communicate, share, and present operational, performance, and financial metrics and best practices to providers, staff, and leadership.
• Represent Patient Operations on committees both within the school and externally.
• Foster a collaborative environment by nurturing team-based care in a positive collegial, and professional manner.
• Develop compliant workflows and communicate the interpretation of University and Dentistry policies to staff, faculty, and outside agencies/groups as needed.
• Ensures regulatory compliance with the Dentistry compliance office on regulatory agencies as applicable.
• Manages routine clinic operations (e.g., scheduling, billing, insurance authorization, medical assistant support, referral management, etc.) along with their Patient Operations supervisors and leads
• Develop and oversee efforts to recognize and incentivize staff excellence.
• Collaboration with strategic School of Dentistry partners, including Dental Informatics, on evolving technology needs and initiatives, Clinical Operations, and Dentistry Billing teams.
• Collaborate with the VA on patient referral matters and processes for a streamlined service for its patients and teams.

Administrative Management & Supervision of various teams in Patient Operations

• Primarily responsible (both directly and indirectly) for the recruitment, performance management, and development of the teams and their employees. This position will directly supervise four FTEs (Three team leads and a supervisor).
• Working with their direct reports on expectations and goal development for their teams
• Promotes and leads a positive, diverse culture, and environment for their employees.

Project Management

• Responsible for leading projects that impact patient operations, including planning, communication, and assessment
• Gathers feedback from team leads and provides opportunities for employee engagement on issues and projects.

Space Management

• Monitor and allocate space utilization within the information desk areas
• Identify improvements for information desk facilities, including design or renovation of structures and purchase of major equipment as needed.

Mission Statement

MDentistry: advancing health through education, service, research and discovery.

MDentistry Core Values: Compassion, Leadership, Excellence, Responsibility, Trust, Creativity, and Inclusion.

The mission of the University of Michigan is to serve the people of Michigan and the world through preeminence in creating, communicating, preserving and applying knowledge, art, and academic values, and in developing leaders and citizens who will challenge the present and enrich the future.  The University of Michigan is committed to foster learning, creativity and productivity, and to support the vigorous exchange of ideas and information, not only in the classroom but in the workplace by:  

-Creating a work environment in which people treat each other with respect and dignity, regardless of roles, responsibilities or differences.  

-Providing support, direction and resources enabling us to accomplish the responsibilities of our jobs and to reach the goals that are set for professional and personal growth.

Who We Are

The University of Michigan School of Dentistry is the dental school of the University of Michigan, a public research university located in Ann Arbor, Michigan. Established in 1875, the School of Dentistry engages in oral and craniofacial health care education, research, patient care and community service. It is currently the number one ranked dental school in the U.S. and fifth in the world according to two independent rankings. The school provides cutting-edge care by the top professionals in their field with costs at or below a private practice.

The School has:

• The undergraduate Bachelor of Science (B.S.) in Dental Hygiene program, which has 101 students;
• The Doctor of Dental Surgery (D.D.S.) program, which has 441 students; and
• 110 Master of Science (M.S.) students and 20 Ph.D students.
• There are 125 full-time faculty and 300 part-time faculty. The average class size is 109 for the D.D.S. program and 30 for the B.S. dental hygiene program.

Fields of study at the School of Dentistry include dental hygiene, oral health, biomaterials, endodontics, computerized dentistry, oral and maxillofacial surgery, orthodontics, pediatric dentistry, periodontics, prosthodontics, and restorative dentistry.

Among the student organizations at the School of Dentistry are the Alpha Omega, American Association of Women Dentists, the American Student Dental Association, the Christian Medical/Dental Society, Dental LGBA, Delta Sigma Delta, Hispanic Dental Association, Muslim Student Dental Association, Society of the American Indian Dentist, Student Council, Student National Dental Association, Student Research Group (SRG), Jonathan Taft Society, UM Asian Dental Student Organization, and Xi Psi Phi

Why Work at Michigan?

The School of Dentistry is consistently ranked as the #1 dental school in the United States and the world. We embrace diversity in many forms and champion diversity of thought and culture. Our Mission, core values, and additional information about our College can be found on our college website. The University of Michigan also offers comprehensive benefits to help you stay well and to support you as you plan for a secure future.

Benefits include:

• Generous paid time off for vacations, holidays, sick time, season days, and paid parental leave.
• A retirement plan that provides two-for-one matching contributions.
• Many choices for comprehensive health insurance
• Life insurance
• Flexible spending accounts for healthcare and dependent care expenses
• Work-Life Programs to strengthen a workplace culture that supports personal and family life, including child care, elder care, lactation resources, and mental and emotional health services

Required Qualifications*

• Bachelor's degree or equivalent level of education and experience.
• A minimum of two years of supervisory experience including recruitment, performance assessment, and teambuilding
• Excellent analytical, problem-solving and decision-making skills. Ability to collaborate with multiple stakeholders and viewpoints to develop creative solutions to problems.
• Excellent interpersonal and communications skills including written, verbal and presentation skills, diplomacy and discretion.
• Experience in providing positive and engaged team environment
• Customer service experience - including problem solving and resolution
   

Desired Qualifications*

• Knowledge of policies and procedures in higher education and/or clinical environments
• Project management experience 
• Fiscal stewardship experience
• Demonstrated experience with change management
   

Work Locations

This position will be primarily onsite at the School of Dentistry, located at 1011 N. University Ave, Ann Arbor, MI  This position may be eligible for remote and/or flexible work opportunities at the discretion of the hiring department.  Flexible work agreements are reviewed annually and are subject to change dependent on the business needs of the hiring department, throughout the course of employment.

Background Screening

The University of Michigan conducts background checks on all job candidates upon acceptance of a contingent offer and may use a third party administrator to conduct background checks.  Background checks are performed in compliance with the Fair Credit Reporting Act.

Vaccine Requirements

COVID-19 vaccinations are required for all students, faculty and staff working in the following areas: Michigan Medicine including the Medical School, Dental School, University Health Service or the Mary A. Rackham Institute.  This includes those working remotely and temporary workers.   More information on this new policy is available on the U-M Health Response.

U-M EEO/AA Statement

The University of Michigan is an equal opportunity/affirmative action employer.