Director, Field Operations

JOB PURPOSE:

The Director, Field Operations is a key member of ACI, responsible for leading a team of Field Managers and with direct P&L responsibility for a specified region of 30-50 Affordable Care PO and PLLC locations. Responsible for establishing annual, quarterly, and monthly financial and operational recommendations for the region, in addition to allocating regional revenue and expense recommendations down to the individual practice level.

Works with Field Managers to identify office priorities and develop action plans to drive high impact, high frequency activities. Ensures business and operations objectives are met and is responsible for staff management, leadership and employee development, patient service, quality improvement, scheduling optimization, patient conversion, and implementing compliance and risk management initiatives . The Director may also reallocate Field Managers and Field Support Personnel to achieve operating objectives.

Acts as an escalation point of contact (second to Field Manager) and maintains strong working relationships with Corporate and Field Support leaders. Has a collaborative relationship and matrixed oversight of clinical and lab operations, enabling the Director to allocate Clinical Support, Lab Support, Implant Support, and Training resources by practice need, and in agreement with Practice Owners.

Direct and Indirect reports:

• Managers, Field Operations
• Regional, Lieutenant, and General Managers (PLLC)

D edicated Regional Shared Service Positions:

• Partners with Human Resources Manager or HR Business Partner
• Partners with Corporate Recruiting to define and approve budgeted open positions
• Partners with Financial Planning & Analysis Analyst
• Partners with Marketing

JOB SUMMARY:

Reporting to SVP or VP, Field Operations, the Director, Field Operations is responsible to achieve the goals of the regional P&L. The Director, Field Operations provides non-clinical regional operational infrastructure and oversight, enabling Practice Owners to leverage Field Operations teams including the Specialized Services of Affordable Care, LLC and Affordable Dentures Dental Laboratories, LLC (collectively, the “Company”). Translates the Company’s goals into a regional vision and strategy and leads a team of Field Managers with direct reporting oversight.

GENERAL DUTIES & RESPONSIBILITIES:

Operations

• Responsible for supporting a region of PO and PLLC practices
• Manages Field Managers within the region and assists Field Managers to evaluate and prioritize practice needs and resource allocation within a given region
• Develops strategic and operational plans, manages execution, and measures results for supported markets and practices within the region
• Identifies when and where to deploy Specialized Service Teams and/or Specialized Field Managers to ensure high impact touches in the offices that matter most
• Works proactively with Field Managers to identify and respond to shifts in competition and markets
• Communicates clearly, concisely, and accurately with Field Manager and PO to ensure effective operations at the practice level
• Ensures management-level development and talent acquisition to achieve and maintain regional and market operational requirements
• Directs resources in a matrixed environment, including Clinical Support (e.g., RIS, Training, LSS), and Specialized Service Teams

Finance:

• Works with the Practice Owners and Field Managers to develop/manage dental practice operational budgets
• Identifies office priorities and helps create practice action plans to maximize EBITDA
• Ensures business goals, revenue, and productivity objectives are met
• Regularly monitors all key performance areas related to regional P&L to ensure cash collections, internal referrals, regional productivity, and manage debt
• Ensures that Field Managers know what constitutes accurate, timely coding, and billing/documentation at the practice level, so that best practices can be shared
• Utilizes management information tools for budgeting and forecasting purposes, in addition to trends

Leadership / Management:

• Drives a strong culture and environment that will support and enable all team members to be successful
• Manages Field Managers with the integrity, honesty, and knowledge needed to promote the culture, values, and mission of ACI
• Identifies problems, concerns, and opportunities for staff improvement and helps Field Managers develop their staff development skills
• Holds weekly virtual meetings with Field Managers within assigned region
• Visits each practice within assigned region once a quarter or more as needed

Quality Improvement / Risk Management and Compliance:

• Partners with stakeholders to analyze and make data-driven recommendations for process improvement
• Designs and performs department audits and performs staff competency evaluations
• Ensures adherence to all legal, regulatory, and accreditation requirements

GENERAL KNOWLEDGE, SKILLS & ABILITIES:

Education / Experience:

• Bachelor’s Degree in Business, Health Administration or other health related fields required; Master’s Degree in Business, Public Health or Health Administration preferred
• 10+ years’ experience prefered in dental practice management or a related/relevant field. Oversight of multiple office locations preferre Prior leadership and personnel management roles a must.

Desired Skills, Knowledge, Abilities:

• Proven leadership capability and e qually comfortable providing direct management of a team, and influencing non-direct reports (e.g., practice owners and the clinical team)
• Proven ability to improve business processes, methods, quality, and decision-making to achieve meaningful, measurable improvements
• Ability to forecast and analyze business trends to maximize performance and profitability
• Proven track record of meeting or exceeding operational and service level recommendations
• Ability to multi-task, work with interruptions, and react well under pressure
• Ability to develop and maintain strong relationships with patients, staff, clinicians
• Advanced working knowledge of insurance coverage, eligibility, claims submission, and preauthorization process
• Sensitive to the needs and situations of multi-cultural populations from a variety of income level
• Excellent communication skills, both written and verbal