Dental Call Center Supervisor

POSITION SUMMARY STATEMENT:

The Supervisor assists the Dental Call Center in providing leadership, direction, organization and administration of daily operations. Service Excellence is to be centered on patient experience and is the responsibility of all employees.

MINIMUM QUALIFICATIONS:

• Education, Experience or Equivalent Combination:
  • Bachelor's degree in health care management or business
  • Minimum of two years supervisory/leadership experience; preferably in a healthcare setting or four years of supervisory/leadership experience in a healthcare.
• Licensure/ Registration/ Certification:
• Knowledge, Skills, and Abilities:
• Ability to use adaptive leadership styles relative to the needs of the staff or situation.
• Well-developed communication and interpersonal skills.
• Ability to plan and utilize time effectively to accomplish multiple high priority objectives.
• Ability to gather and analyze data effectively to understand critical factors and undertake appropriate problem-solving activities.
• Evidence of strong Intercultural competence.

PREFERRED QUALIFICATIONS:

• Education, Experience or Equivalent Combination:
• Leadership/management experience in a union environment.
• Leadership/management experience overseeing multiple locations.
• Experience working with diverse populations.
• Licensure/ Registration/ Certification:
• Knowledge, Skills, and Abilities:
• Knowledge of dental operations.

ESSENTIAL DUTIES:

1. Act as an effective, consistent role model of service excellence, exemplifying respect, compassion and responsiveness to all team members and patients.
2. Responsible for overseeing staff including having the authority to hire, onboard, reward and recognize, review work performance, promote, transfer, lay off, and conduct employee discipline and discharge.
3. Conduct staff rounding to foster purposeful conversations that focus on positives, as well as important aspects of the work group and patient care.
4. Hold self and staff accountable to meeting high standards of service for all patients and members.
5. Actively listen and resolve patients/members/families concerns about their care or service, seeking to understand each situation through the eyes of the patient.
6. Effective communication, problem solving and collaboration with clinic leads and supervisors.
7. Collaborate with staff on identifying trends affecting patient satisfaction and execute plans for improvement and service recovery.
8. Act as a responsible steward of resources including staff, supplies, time, and property.
9. Liaison with Payroll, Dental Accounting, Human Resources, Member Services, and other departments as needed.
10. Develop agendas and facilitate team meetings to gather input and provide feedback to team members regarding care initiatives and outcomes.
11. Use data and quality management tools and measures, to monitor best practices, standards, and outcomes of care.
12. Attain and continue to improve on the organizations Mission, Vision and Values.
13. Oversee physical Dental Call Center facility to ensure the overall safety of team members and patients.
14. Participate in, coordinate and/or attend community events such as health fairs, or community parades, as a representative of HealthPartners Dental Group.
15. Perform other related duties as assigned.

*Job description rankings/percentages are intended to reflect normal averages over an extended period of time, and are subject to daily variances. Quality and efficiency standards should at no time be compromised to meet the average expectations expressed above. Job descriptions are subject to change to accommodate organization or department needs.

ORGANIZATIONAL EXPECTATIONS:

Values

All colleagues are expected to live our values:

Excellence: We strive for the best results and always look for ways to improve.

Compassion: We care and show empathy and respect for each person.

Partnership: We are strongest when we work together and with those we serve.

Integrity: We are open and honest, and we keep our commitments.

Additional Expectations:

• Complies with safety instructions, observe safe work practices, provides input on safety issues, and promotes a safe work environment.
• Maintains regular and timely attendance.
• Protects confidentiality.
• Demonstrates participation in and support of the organization's Corporate Integrity Program by participating in compliance-related education and training and complying with the organization's policies and procedures.
• Timely completion of all mandatory education and organizational requirements (i.e., licensure/certification, Employee Health and Wellness requirements, annual training, etc.)

POPULATION SPECIFIC COMPETENCIES:

Departments will need to determine the appropriate competencies in their areas for their specific patient populations documented in the essential duties section.

LEADERSHIP RESPONSIBILITY:

Please describe the degree to which the position directs the work of others or coordinates workflow of a clinic, department, or functional area. If applicable, indicate the number of people and the titles for which this position directly and/or indirectly directs the work of others or coordinates workflow.

• Supervises Dental Call Center staff and call center operations.

Critical Job Demands

Section 1: Place an "X' next to ONE of the terms that best describes the frequency for each of the Critical Demands.

Section 2: Place an "X" next to ONE of the terms that best describes the Strength Rating for this job classification which is expressed by one of five terms: Sedentary, Light, Medium, Heavy, and Very Heavy.

Note: During any patient handling task, if any caregiver is required to lift more than 35 lbs. of a patient's weight, assistive transfer devices should be used for the transfer.