Patient Experience Coordinator

Operations Leader - Medina, OH

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Medina Grande DentalWorks


The Office Administrative Specialist’s (OAS) primary responsibility is to develop into a successful affiliated or managed practice leader within the organization. The OAS is responsible for successfully completing the training and development activities as assigned. The seasoned OAS may be responsible to lead an affiliated or managed practice to meet and exceed patient, practice and organization expectations for an interim period of time.


  • Train, develop and become ready for available Operations Leader positions
  • Lead by example; exercise good team work; have mutual respect for team; partner with team to create an exceptional experience for patient.
  • Attain the minimum required knowledge and skills applicable for each training segment, which may be tested; repeat of individual segments may be required if a minimum rating is not attained.
  • Maintain the minimum required knowledge and skills throughout the OAS program, which may be tested; repeat of individual segments may be required if a minimum rating is not attained.
  • Partner with, learn from and follow the organization’s assigned mentor on all applicable issues and initiatives.
  • Grasp and retain on-the-job training while in any front office or leadership position
  • While managing an affiliated or managed practice for an interim period of time, OAS is expected to:
    • Understand the business responsibilities and key performance metrics for successfully managing an affiliated or managed practice; forecast results; ensure all budget and production expectations are met or exceeded; ensure financial data and records are balanced; be responsible for practice passing all financial audits.
    • Exhibit outstanding customer service with patient as #1 priority; partnering with staff, timely and successfully resolve patient complaints, concerns and questions; responsible for affiliated or managed practice passing customer service auditsincluding “secret shopper” and “mystery call.”
    • oLead staff by example to ensure that the organization’s expectations are met; strive for staff members’ personal job satisfaction and fulfilled expectations; develops and delivers periodic performance evaluations.
    • Be supportive of policies and procedures; ensure that they are being followed in the affiliated or managed practices and that desired results are attained. Ensure that the practice is in compliance with employment laws and any regulatory requirements as appropriate.
    • Continually build and nurture a positive working relationship with the doctor(s); lead monthly doctor meetings to maintain organization communications and allow doctor(s) to address any concerns; anticipate/facilitate doctor needs; responsible for doctor income expectations.
    • oEnsure bank deposits are protected and made timely according to established guidelines and protocols; monitor, protect and verify petty cash funds; follow HIPAA and organization standards to protect patient data including credit card and personal information such as social security number.
    • Support patient flow and maximize budgeted payroll hours by effectively scheduling staff; understand and effectively manage a supported or affiliated practice’s managed care component (scheduling, fee schedules, collections, etc.).
    • Partner with HR Recruiter to hire quality talent; follow hiring procedures to ensure acquiring the best talent available; with HR, development methods to retain key talent and reduce unwanted turnover.
    • Ensure that staff is trained timely and is knowledgeable on current processes, policies and the completion of forms. Hold self and staff accountable for successful completion of projects, job duties and all organization deliverables.
    • Conduct regular staff meetings and daily a.m. huddles; seize opportunities to foster communication, provide organization and managed or affiliated practice updates, share information, teach and continually challenge and develop staff.
    • Complete and forward HR and payroll related documents accurately and timely as required including new hire and termination forms and all changes for employees; have employees verify and sign their own payroll time sheets.
    • Partner with SLO to develop corrective action/performance improvement plans for staff to ensure behaviors, attitudes, job expectations and performance standards are being met and exceeded. Consult with SLO prior to delivering any PIPs or corrective action/warning documents to employees.
    • Locally market affiliated or managed practice, including but not limited to joining local Chamber Of Commerce and participating in local job and health fairs.
  • Follow Flow of Communication for ideas, questions, concerns or problems.
  • Follow OSHA required safety procedures as necessary
  • Travel and perform additional duties as necessary to achieve practice/organization goals


  • Education/Certification:
    • High school diploma or equivalent required
    • Bachelor’s degree strongly preferred
    • A minimum 3 years work experience demonstrating progressive growth and responsibility required.
  • Skills/Abilities:
    • Professional image and demeanor
    • Strong interpersonal and relationship building skills
    • Effective verbal and written communication skills with all levels of management.
    • Computer proficiency with Microsoft Suite plus ability to learn new software
    • Conflict resolution and problem solving skills
    • Follow through and organization skills
    • Financial acumen and understanding of operational and business principles
    • Deliver results

Work environment/Conditions:

  • Travel as needed for training and to perform job functions
  • Safety procedures required including protection to minimize the risks from radiographs
  • Potential long hours standing on feet

Disclaimer: The above statements are intended to describe the general nature and level of the work being performed by people assigned to this work. This is not an exhaustive list of all duties and responsibilities. The organization’s management reserves the right to amend and change responsibilities to meet business and organizational needs as necessary.

Patient Experience Coordinator Full-Time (more than 30 hours)
Medina Grande DentalWorks
Medina, OH
Full-Time (more than 30 hours)
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