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Overview

JOB PURPOSE:

The Field Operations Director oversees and optimizes the operational performance of multiple practices within the organization. This role requires strong business acumen, a deep understanding of practice management, and the ability to build consultative and non-transactional relationships with doctors and practice staff. The Field Operations Director will serve as a key leader in ensuring the success and compliance of the practices by providing strategic direction, coaching, and resource coordination.

Responsibilities

GENERAL DUTIES & RESPONSIBILITIES:

Operational Management:

• Be in the clinic for 3 out of 4 weeks each month, ensuring systematic operations and adherence to standard operating procedures and best practices in accordance to the Affordable Care Operating Model

• Coordinate resources and support to practices, ensuring alignment with organizational goals and standards.

• Monitor compliance across all practices, in partnership with the Chief Clinical Officer and other key stakeholders.

• Establish and maintain an environment where patients are the center of everything we do and aligned to our mission and values.

• Achieve operational excellence in all responsible clinics through effective management of the Practice Management System (PMS), appointment book management, CRM tools, schedule and labor management in coordination with lab and clinical teams

Financial Acumen:

• Full P&L Responsibility for the territory

• Understand, train, and articulate the financial performance of the practices.

• Storytell the metrics, translating data into actionable insights for decision-making.

• Utilize business reporting systems such as Power BI to manage the operations scorecard and provide weekly updates to the VP of Operations andELT.

Recruit, Hire, Coach, Develop and Build Relationships

• Recruit, hire and maintain a pipeline of talent for auxillary and lab staff and doctors.

• Coach and develop auxillary staff and doctors to support practice operational success

• Develop and maintain strong, trust-based relationships with doctorsand team,fostering a consultative partnership

• Lead recruitment, staffing, and organization efforts, serving as the hiring manager, when needed for practice-level roles.

• Engage with practice employees to reinforce the importance of their roles and provide coaching on treatment planning, follow-up systems, and adherence to Standard Operating Procedures (SOPs); provide training, coaching, and development

• Partner with support partners, such as training and lab to ensure practices have the tools, resources and support they need to achieve success

Strategic Leadership:

• Take a proactive and strategic approach to operations management, anticipating needs and planning.

• Diagnose clinic performance gaps and build strategic plan to improve the operational and financial health using PowerBi, P&L and marketing dashboards

• Evaluate talent biannually for the purpose of succession planning, performance management and to develop strategic market level people planning to grow the business

• Partner with Lab Regional Leaders to ensure operational efficiency and quality on in-clinic laboratories

Practice Management:

• Have a thorough understanding of practice management systems for example Dentrix and Weave, including schedule monitoring and staffing models; learn and know the ACI operating tools

• Ensure that practices are well-equipped and staffed to meet operational demands.

• Implement and maintain up to date Practice Visit Report for all practices

• Recognize and support training needs in all practices. Perform onsite training whenever possible and in consideration of the practice financial condition.

• Assist practices whenever possible throughout the day. Be present in the practice sharing and doing best practices to enhance the employee and patient experience.

• Consistently follow up on all needs of the practice.

Problem Solving & Support:

• Drive a strong culture and environment that will support and enable all team members to be successful. You will foster accountability, teamwork and mutual trust and respect for all team members through mentoring and coaching

• Utilize Support Center resources to address and resolve operational challenges.

• Conduct regular meetings with, Practice Owners (POs), Doctors, GMs and Front Desk Associates (FDAs) and to align on goals and strategies.

Quality Assurance:

• Conduct quality audits with the Practices to maintain the highest standards of care and compliance, for example, OSHA; submits reporting as prescribed in the standard operating procedures

• Ensures compliance with state and federal laws that pertain to the practice of dentistry, including but not limited to, infection control, proper licensure and registration of clinical staff members, and the appropriate billing of dental claims for private as well as government funded payors.

• Partners with the Chief Compliance Officer to respond to internal and external audits and investigations.

• Partners with CCO and Regional Lab Specialist to ensure prosthetics and services meet thequality standards.

Qualifications

GENERAL KNOWLEDGE, SKILLS & ABILITIES:

• A bachelor’s degree in business administration, healthcare management, or a related field

• Minimum of 5 years of experience in healthcare operations, preferably in a multi-location or dental practice setting.

• Proven ability to analyze financial data and develop actionable business strategies.

• Strong interpersonal and communication skills, with the ability to build relationships at all levels.

• Experience with practice management software, particularly Dentrix, and business reporting tools like Power BI.

• Ability to travel as required to visit clinics and attend meetings.

Personal Attributes:

• Strategic thinker with a proactive approach to problem-solving

• Strong leadership and coaching skills, with the ability to motivate and develop teams

• High level of integrity and professionalism

• Ability to influence and motivate

• Ability to have challenging conversations, while maintain the utmost respect and professionalism for the other parties

• Ability to negotiate, disagree and compromise

#ACI

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Job ID 2024-27103

Category Business and Financial Operations