The Learning and Development Manageris responsible for the oversight of the day-to-day operations and overall success of the dental office in the various markets to ensure the continuity of operational success. The Learning and Development Manager serves as a subject matter expert, leads training and development of the Operations Managers and staff within the region.

The Learning and Development Manager is responsible for providing support to Operations Managers to meet financial performance and revenue growth goals while managing the operations of the practice and ensuring an excellent patient experience. Establishes systems and processes which result in patient satisfaction, patient retention, case acceptance, employee engagement, provider engagement, and financial performance. Responsible for practice operations systems and provides support to all functioning areas, including administrative support to the front and back office.

This support is crucial to the delivery of the company's mission of helping children achieve a lifetime of great oral health.

Education and Credentials:

• Bachelor's degree in business administration, finance, healthcare or a related field preferred

Job-related Experience:

• 5+ years in dental operations
• 3+ years management experience, progressive leadership and functional practice management experience.
• Excellent leadership skills in leading a team, by mentoring, coaching, communicating, problem solving.
• Experience in providing coursework or on-the-job training in the fields of dentistry, business or training.

Job-related Skills/Competencies:

• Ability to make strategic decisions within assigned scope of authority. Exceptional critical thinking skill
• Ability to effectively supervise, lead, develop, and coach staff.
• Ability to control expenses. Strong business acumen.
• Ability to support and effectively collaborate with other departments to achieve results.
• Ability to plan ahead, and to prioritize and coordinate activities, services, schedules or programs.
• Ability to plan, assess, communicate, and develop employee performance.

Working Condition:

• Office Environment
• Travel Required

Major Duties and Responsibilities:

• Travels to various offices to ensure continuity of support for all affiliated doctors as organizational changes occur. This support includes, managing office staff, problem-solving, decision making, planning, delegation, and conflict management when needed.
• Fills gaps in coverage across our network of affiliated offices, while building and maintaining a positive office culture.
• Focuses on quickly understanding the needs of any given office and builds strong relationships with various offices throughout the region.
• In coordination with Director of Training and Development and Human Resources, assists and leads training for Operations Managers within the organization, including the training and ongoing support of new Operations Managers.
• Ensures implementation and continuous improvement of best practice procedures and processes including but not limited to:
  1. Patient relations and satisfaction
  2. Practice reputation
  3. Talent hiring, managing and development
  4. Operational efficiency and performance

• Develops relationships of trust and advocates for patients, supported doctor(s) and staff.

• Builds a culture of excellence, engagement and compliance. Serves as liaison between non-clinical support functions (HR, compliance, billing, etc.) and in-office personnel.

• Ensures compliance with applicable government laws, rules, regulations, and Company policies and procedures.

• Performs additional duties as assigned.

• Responsible for onboarding and training of new Operations Managers.

• Support and assist Operations Managers in implementing office policies to establish best approaches which result in achievement of performance goals, including patient satisfaction, access, employee engagement, provider engagement, financial performance and successful growth.

• Support and assist Operations Managers to meet or exceed annual NPS targets through implementation and sets action plans as needed.

• Support and assist Operations Managers to ensure that needed information and documentation is provided to support revenue cycle activities.

• Support and assist Operations Managers in reporting any safety-related incident in a timely fashion, including workers comp, through the appropriate tool; attends all safety-related training programs; monitors work environment for possible safety issues and ensures others are also performing work in a safe manner.

• Supports and assists Operations Managers in staying current and complies with state and federal regulations/statutes and company policies that impact the employee's area of responsibility.

• Supports and assists Operations Managers in monitoring and ensures all certifications and/or licenses are up-to-date and valid prior to expiration dates.

• Completes all company mandatory modules and required job-specific training in the specified time frame.