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job overview

Field Operations job in Chicago, Illinois

Director, Patient Experience Operations

Overview

Aspen Dental Management, Inc. (ADMI) is one of the largest and most trusted retail healthcare business support organizations in the U.S., supporting 15,000 healthcare professionals and team members at more than 1,000 health and wellness offices across 46 states in three distinct categories: Dental care, urgent care, and medical aesthetics. Working in partnership with independent practice owners and clinicians, the team is united by a single purpose: to prove that healthcare can be better and smarter for everyone. ADMI provides a comprehensive suite of centralized business support services that power the impact of four consumer-facing businesses: Aspen Dental, ClearChoice Dental Implant Centers, WellNow Urgent Care and Chapter Aesthetic Studio. Each brand has access to a deep community of experts, tools and resources to grow their practices, and an unwavering commitment to delivering high-quality consumer healthcare experiences at scale.

 

As reflection of our continued growth we have an exciting opportunity to join our operations team as the Director, Patient Experience Operations.

 

Reporting to the Chief Operating Officer, the Director, Patient Experience Operations leads the development and execution of strategic operational initiatives, policies and procedures to achieve positive, measurable enhancements in organizational culture, practices, environment and behaviors that enhance patient satisfaction, retention and willingness to recommend our services. This role will utilize their strong understanding of best-in-class industry practices and procedures and apply that to individual offices/practices with a focus on the total patient journey with Aspen Dental. The Director, Patient Experience Operations will create and maintain positive relationships with practice owners and key support organization leaders influencing adoption of new initiatives.

Responsibilities

  • Lead all operations/execution of efforts (in-office and back-office) to transform the patient experience with a focus on net promoter system, customer journey, brand work and other critical areas.
  • Represent operations and the voice of office-based and support center team members across all meetings and discussions (including patient satisfaction, office support, RCM, Insurance etc.). Responsible for translating outcomes into operation’s specific action items and managing cross-functional execution.
  • Own the operations execution for new Qualtrics platform for NPS including the communication, awareness and education efforts. Responsible for monitoring results and generating insights from patient/employee feedback.
  • Execute plans for new operations initiatives, pilots and processes to improve the patient experience.
  • Develops patient experience operations-focused curriculum to facilitate ongoing education to both current and new employees.
  • Continuously evaluates the status of patient experience initiatives for scalability and adoption across office/practices.
  • Participates in policy and/or procedure development in line with industry best practices.
  • Identifies and sets relevant metrics to evaluate success of operations patient experience initiatives and make appropriate adjustments.
  • Develops and monitors an on-going patient experience improvement plan for operations that specifies priorities, objectives, initiatives, projects, deliverables, time frames, accountabilities and measures of success, with regular status reporting to the executive leadership team.
  • Works with department leaders on improvement plans that are based on current, industry-based best practices
  • Other duties and responsibilities as assigned

Minimum Education and Experience

  • Bachelor's degree from an accredited college or university; Master’s degree preferred
  • 10+ years professional experience in a dental support organization/healthcare management or leadership role in customer service, process improvement, patient satisfaction, health administration, patient relations or related rote
  • Experience with policy or procedure development related to customer service, patient experience or patient satisfaction
  • Strong data analysis and benchmarking skills
  • Excellent presentation skills and ability to select and arrange meaningful data elements to tell a complete story
  • Strong interpersonal and team participation skills
  • Strong team facilitation and conflict management skills
  • Strong problem-solving skills used to anticipate and identify issues and to develop and implement appropriate solutions related to complex processes
  • Strong interpersonal skills are critical as this position works closely with practice owners, office personnel, internal leadership and patients
  • Strong verbal and written communication skills
  • Strong project management skills
  • Demonstrated ability to lead and manage change using interpersonal skills such as negotiating, collaborating, and influencing
  • Strong knowledge of Microsoft Office products (Word, Excel, Access, PowerPoint, etc.)
  • Ability to travel up to 35% of time time

 

 

About Aspen Dental Management, Inc.

 

Aspen Dental-branded practices are supported by ADMI, a dental support organization that provides non-clinical business support to licensed, independent dentists.

Available Locations

ADMI - Chicago, Illinois 60607 United States