Business Team Shift Charge

Internal Opportunity Only

This position is open to current Salinas Valley Dental Care employees only.

Active employees interested in this opportunity are encouraged to apply by July 31, 2026.

External applications will not be considered for this recruitment.

ROLE OVERVIEW

The Business Team Shift Charge is the director of the day for the front office. Assigned on a rotating basis from the master schedule, this role owns the flow of the business team from open to close. The Shift Charge does not manage people — they direct the day. They are the decision-maker on the floor when the supervisor is not present, and the point of contact for anything that impacts the business team's ability to run a smooth, full, productive shift.

NOTE

Scheduling note: The Shift Charge day is primarily assigned on days the supervisor is not in the building, with some overlap possible. When both are present, the supervisor retains final authority — the Shift Charge continues to own the day's flow and team direction.

This role requires strong schedule knowledge, calm under pressure, the ability to de-escalate difficult patient situations, and the critical thinking to make coverage decisions independently when needed.

WHAT THIS ROLE IS — AND WHAT IT IS NOT

THIS ROLE IS

THIS ROLE IS NOT

✓  The director of the business team for the shift

✗  A permanent lead or manager position

✓  The first point of contact for patient escalations and de-escalation

✗  Someone who absorbs an absent team member's full role while also directing the shift

✓  Responsible for knowing the schedule deeply — including where emergency patients go

✗  The supervisor — final authority for HR or disciplinary matters stays with the supervisor

✓  The communication bridge between the business team and the Clinical Floor Coordinator

✗  Responsible for making staffing decisions that exceed shift-level scope

✓  Empowered to make schedule adjustments for call-outs when the supervisor is out of office

✗  A catch-all for every task no one else is doing

✓  Accountable for keeping the schedule full and directing the team's daily focus

✗  Tied to one station or one task for extended periods — their attention belongs to the shift as a whole

✓  Responsible for directing TCs on treatment plan presentations and follow-ups

✗  The designated phone or front-desk team member for the shift — they step in as needed, not as a default

✓  Responsible for monitoring team breaks, lunches, and shift closing duties

✗  The person who handles administrative or back-office tasks during the shift

✓  The decision-maker for coverage gaps — who to call, who to pull, what to do

✗  Required to skip shift documentation because the day was busy

✓  Available and responsive to calls and front-desk needs as they arise throughout the shift

✗  On call after the shift ends — this role starts and ends with the assigned shift

CORE RESPONSIBILITIES

1. Schedule Mastery

The Shift Charge must arrive knowing the day's schedule in detail — who is scheduled, where patients are slotted, where emergency patient time exists, and what the gaps are. They communicate this directly to the Clinical Floor Coordinator so both sides of the practice are operating from the same picture.

SCHEDULE KNOWLEDGE INCLUDES

•     Which providers are in and what their production goals are for the day

•     Where emergency patient slots are — and communicating that to the Floor Coordinator

•     Which time blocks are open and what the plan is to fill them

•     Any schedule changes, short-notice adds, or conflicts from the previous close

•     Treatment plan follow-up appointments that need to be prioritized

1. Patient De-Escalation

When a patient is upset, confused, or escalating, the Shift Charge handles it. This is not a task to hand off to a front desk team member. The Shift Charge is trained to step in, hear the patient, acknowledge their concern, and resolve it or appropriately escalate to the supervisor.

DE-ESCALATION RESPONSIBILITIES INCLUDE

•     Intercepting upset or escalating patients before they impact the team or other patients

•     Listening actively, acknowledging concerns without becoming defensive

•     Offering clear, calm resolution — whether that is rescheduling, billing clarification, or a supervisor call

•     Knowing when a situation requires supervisor involvement and making that call quickly

•     Documenting patient concerns and resolutions in the shift log

1. Call-Out Coverage Management

When a business team member calls out and the supervisor is not in the office, the Shift Charge does not panic — they execute a process. They are not expected to fill the role themselves. They are expected to make the right call about who does.

CALL-OUT DECISION PROCESS

•     Assess what is impacted — which functions or coverage areas are affected

•     Determine if existing team members can absorb specific tasks (not the full role)

•     Contact qualified team members to determine if a shift can be added

•     Make schedule adjustments in the system if authorized to do so

•     Communicate the plan to the team clearly and move forward

•     Document the call-out, the decision made, and the outcome in the shift log

•     Notify the supervisor at the earliest opportunity — no decisions are hidden

NOTE

The Shift Charge has authority to make schedule adjustments during a shift when the supervisor is out of office. This authority is limited to that shift. It does not extend to future scheduling decisions or changes that impact payroll without supervisor sign-off.

1. Daily Business Team Direction

Beyond the above, the Shift Charge directs the business team through the full shift — from opening to close.

DAILY DIRECTION INCLUDES

•     Opening the shift — reviewing the day, assigning team member focus areas

•     Directing TCs on which treatment plans to present and follow up on

•     Monitoring recare calls — checking in on progress throughout the shift

•     Keeping the schedule full — identifying gaps and directing action to fill them

•     Monitoring team breaks and lunches to ensure coverage compliance

•     Closing the shift — confirming all duties are complete and documenting open items

ESCALATION PATH

Any decision beyond shift-level scope goes to the Business Team Supervisor. This includes:

• Patient complaints that require a refund, formal resolution, or management intervention


• Call-out coverage decisions that cannot be resolved within the shift


• Schedule changes that extend beyond the current shift or impact future payroll


• Any team member conduct or performance issue observed during the shift


• Anything the Shift Charge is uncertain about — when in doubt, escalate