Under the direction of the Operations Training Manager, the Dental Operations Trainer performs a variety of duties focused on developing training curriculum, dental reception workflows, and facilitating training session as well as coordinating staff schedules for the Dental Department. Under general supervision, exercises some discretion and makes routine decisions based on existing guidelines. Frequently interacts with dental receptionists, dental assistants, medical reception supervisors, billing department and leadership. Will work with and communicate with all dental assistant supervisors and medical reception supervisors to ensure that all dental locations are properly staffed with dental assistants, registered dental assistants, and dental receptionists.

PERFORMANCE AREA 1: Front Support Operational Responsibilities and Staff Development

• Reviews provider schedules and productivity measures and guides the dental team to achieve compliance with UHC directives.
• Consistently provides leadership and support for the dental program for UHC.
• Will work closely with the dentist and dental staff to ensure smooth patient flow and the effective delivery of services.
• Works closely with dental leadership to recruit and hire dental receptionists for all UHC sites.
• Provides structured training and orientation for all Dental Receptionists in computerized dental records and general job duties.
• Responsible for quality improvement activities within the area by coordinating staff training and retraining when processes are modified within the functions of the department.
• Creates, revises and provides input and implements UHC dental policies as necessary.
• Assumes other responsibilities as directed by the Director of Dental Operations and CAO
• Will assist and coordinate with the Director of Dental Operations on performance evaluations and disciplinary action of all dental staff

 PERFORMANCE AREA 1: Dental Operations Coordinator Responsibilities

Collaborates within teams to provide comprehensive training for all new and existing Dental Receptionists ensuring training model is patient-centered and mission-focused. Core competencies include but are not limited to:

• Patient registration
• Scheduling guidelines
• Insurance eligibility
• Time of service copay collections
• Revenue process
• Patient Experience
• Establishes and fosters professional relationships with trainees, allowing them to be active in their learning. Engages in ongoing conversation for quality monitoring and development, providing constructive feedback as needed.
• Is highly competent in understanding the complexities of health insurance plans and the relationship between FQHCs and health plans such as Medicare, Medi-Cal, commercial insurance, self-pay, sliding fee and more.
• Functions as a super-user and trains staff on all business applications used by UHC that support the revenue cycle and front-end functions, such as EHR, patient portal, payment posting, and much more.
• Models what an effective Dental Receptionist role is and can effectively complete all tasks on the competency checklists. Assists with supporting the clinic needs by providing coverage in times of urgent need.
• Host training programs to implement best practices for dental receptionist staff for the organization.

PERFORMANCE AREA 2: Customer Service, Quality Improvement, & Staff Development

• Responsible for ensuring that the dental receptionist team exhibits exemplary customer service in both verbal and written encounters by role modeling and coaching staff to performance.
• Supports the quality improvement initiatives of the health centers by participating in process improvement and data collection activities as necessary.
• Responsible for supporting the quality improvement activities within the area by coordinating staff training and retraining when processes are modified within the functions of the dental reception area.
• Supports the work of the area by ensuring that new personnel are acclimated to the work environment and provided role specific training and ongoing development.  
• Ensures that staff is directed to and provided opportunities for additional training that support the activities within the area.

PERFORMANCE AREA 3: Staffing Coordination

• Ensures that staffing reports are up to date and accurate and communicates clearly to all parties of any staffing changes timely.

• Oversees all staff schedules in the dental department from dental assistant, registered dental assistant, to dental receptionist and ensures that the correct staffing ratio is at each health center.
• Will complete staffing reports weekly to send out to Director of Dental Operations, Dental Assistant Supervisors, and Medical Reception Supervisors to clearly communicate staff schedules per site.
• Complete staff PTO/birthday holiday requests timely and provide appropriate communication.
• Work with Dental Assistant Supervisors and Medical Reception Supervisors to cover leaves of absences at each dental location.
• Work with Dental Assistant Supervisors to complete all CE requests and find staffing once approved by leadership.

PERFORMANCE AREA 4: General Corporate Expectations

• Attends and actively participates in all meetings (e.g., department meetings, program meetings, employee staff meetings) and other activities as required or assigned.
• Attends workshops/seminars as necessary to increase skills and knowledge to provide effective care, treatment, and/or leadership.
• Supports the overall needs of the health center by working flexible or extended hours when necessary.
• Supports the needs of the health center by traveling to other UHC centers when staffing
  needs dictate the need for licensed personnel.
• Demonstrates awareness of, and compliance with, organizational mission and objective of UHC to provide health care access and support services for all members of the community.
• Supports staff development by ensuring they complete the required hours of continuing education each year.
• Other work-related duties as assigned by Dental Leadership.
• Duties and responsibilities may be added, deleted, or changed at any time at the discretion of management, formally or informally either verbally or in writing.
• Maintains confidentiality and respect for information regarding patients and other team members; abides by UHC Rules of Confidentiality and general HIPAA regulations regarding privacy.
• Displays a positive, professional and respectful demeanor at all times toward employees, peers, professional contacts, and patients served, maintaining a professional appearance and positive image for the health centers.

EDUCATION:

• High School diploma or equivalent is required. Bachelor’s Degree in Business Administration, Health Care Administration, or a related field is preferred. Experience in lieu of degree may be applied for this position.

LICENSE/CERTIFICATION:

• Possess a valid Driver's License 

PRIOR EXPERIENCE:

• Minimum 5 years of experience in a Dental Receptionist/Front Office position (in a healthcare or ambulatory care setting preferred).

SKILLS:

• Bilingual Preferred (English/Spanish)
• Able to quickly build and maintain rapport with patients and providers of differing backgrounds; team player
• Customer-service oriented
• Strong computer skills
• Familiar with adult learning and general training techniques
• Prior experience in Registration/Scheduling/Eligibility is required with the ability to articulate understanding of these processes as they relate to the revenue cycle.
• Flexibility and dependability
• Outstanding interpersonal communication skills, both written and verbal required, with excellent public speaking ability in a moderately large group setting.
• Modern office practices and procedures including email.
• Attention to detail and excellent follow-through on work tasks
• Able to handle multiple tasks simultaneously

PHYSICAL REQUIREMENTS:

• Must be able to lift up to 20 pounds and push up to 50 pounds (on wheels).
• Must be able to hear staff on the phone and those who are served in-person, and speak clearly in order to communicate information to patients and staff.
• Must be able to read memos, computer screens, personnel forms and clinical and administrative documents.
• Must have high manual dexterity.
• Must be able to reach above the shoulder level to work, must be able to bend, squat and sit, stand, stoop, crouch, reach, kneel, twist/turn.

The pay range for this non-exempt position starts at $33.82 an hour. Our salary ranges are dependent on knowledge, skills, and experience.

In addition, our comprehensive benefits package for regular status employees includes:

• Medical, Dental, and Vision insurance with low premium cost
• Paid time off and paid holidays
• 401k plan with matching contribution
• Educational Assistance
• Employee discounts and more!