Manager of Patient Experience
Apply NowCompany: University of Minnesota
Location: Saint Paul, MN 55111
Description:
Position Description:
The Manager of Patient Experience has an integral role in the School of Dentistry by supporting pre-doctoral clinical operations of the School of Dentistry in providing leadership and oversight of the patient experience -- front desk, patient liaison and call center operations. This position is crucial to the success of customer service initiatives, in leading and supporting a team of 25+ customer support staff. The Manager of Patient Experience is responsible for ensuring a quality patient experience.
Responsibilities for this position include, but are not limited to:
Management of Patient Experience/Customer Support Services
Core Operations Leadership
Other Duties as Assigned
Qualifications
Required Qualifications (Please include all required qualifications in application materials):
Preferred Qualifications:
About the Department
The University of Minnesota School of Dentistry is the state's only dental school and the only dental school in the northern tier of states between Wisconsin and the Pacific Northwest. We are a regional resource to five states for dental education, consulting services, patient treatment, and ongoing continuing dental education.
We educate dentists, dental specialists, dental therapists, dental hygienists, dental educators and research-scientists . We offer advanced degree programs in seven ADA-recognized specialties: endodontics, oral and maxillofacial surgery, orthodontics, pediatric dentistry, periodontics, prosthodontics and TMD and orofacial pain. We educate scholars in oral biology, dental hygiene and oral health for older adults. Dentists from other countries who wish to practice in the United States matriculate through our Program for Advanced Standing Students. Learners have the option to pursue a Masters in Public Health or a PhD alongside their DDS degree.
We are the only dental hygiene program in the state associated with a dental school . Offering programs at the baccalaureate and master of science level, our integrated program prepares oral health professionals to collaborate from their first day in the profession.
We became the first dental school in the nation to educate dental therapists in 2009 . Dental therapists perform basic preventative services, drill and restore teeth for children and adults and remove primary teeth under the supervision of a licensed dentist. As of 2023, we have graduated 91 dental therapists from the program.
Our work affects virtually every person in Minnesota . We educate approximately 73% of the state's practicing dentists, 68% of licensed dental therapists, and 49% of dental hygiene educators. Our researchers develop and test restorative materials used by dentists around the world. We provide critical oral health care with more than 100,000 patient visits in our campus clinics and more than 16,000 patient visits at outreach sites in underserved communities throughout the state. We provide continuing dental education for 7,1000 practicing dental professionals each year.
The School of Dentistry is dedicated to creating a diverse, equitable, and inclusive workplace. Diverse teams, perspectives, and backgrounds create a strong and creative team that best serves the University's many communities, on campus and beyond. The University is an Equal Opportunity Employer. Black, Indigenous, people of color, LGBTQIA+, women, veterans, and members of historically underrepresented communities are highly encouraged to apply.
For more information, please visit our website, dentistry.umn.edu .
Benefits
Working at the University
At the University of Minnesota, you'll find a flexible work environment and supportive colleagues who are interested in lifelong learning. We prioritize work-life balance, allowing you to invest in the future of your career and in your life outside of work.
The University also offers a comprehensive benefits package that includes:
Please visit the Office of Human Resources website for more information regarding benefits.
How To Apply
Applications must be submitted online. To be considered for this position, please click the Apply button and follow the instructions. You will be given the opportunity to complete an online application for the position and attach a cover letter and resume.
Additional documents may be attached after application by accessing your "My Job Applications" page and uploading documents in the "My Cover Letters and Attachments" section.
To request an accommodation during the application process, please e-mail [redacted] or call ([redacted].
Diversity
The University recognizes and values the importance of diversity and inclusion in enriching the employment experience of its employees and in supporting the academic mission. The University is committed to attracting and retaining employees with varying identities and backgrounds.
The University of Minnesota provides equal access to and opportunity in its programs, facilities, and employment without regard to race, color, creed, religion, national origin, gender, age, marital status, disability, public assistance status, veteran status, sexual orientation, gender identity, or gender expression. To learn more about diversity at the U: http://diversity.umn.edu
Employment Requirements
Any offer of employment is contingent upon the successful completion of a background check. Our presumption is that prospective employees are eligible to work here. Criminal convictions do not automatically disqualify finalists from employment.
About the U of M
The University of Minnesota, Twin Cities (UMTC)
The University of Minnesota, Twin Cities (UMTC), is among the largest public research universities in the country, offering undergraduate, graduate, and professional students a multitude of opportunities for study and research. Located at the heart of one of the nation's most vibrant, diverse metropolitan communities, students on the campuses in Minneapolis and St. Paul benefit from extensive partnerships with world-renowned health centers, international corporations, government agencies, and arts, nonprofit, and public service organizations.
At the University of Minnesota, we are proud to be recognized by the Star Tribune as a Top Workplace for 2021, as well as by Forbes as Best Employers for Women and one of America's Best Employers (2015, 2018, 2019, 2023), Best Employer for Diversity (2019, 2020), Best Employer for New Grads (2018, 2019), and Best Employer by State (2019, 2022).
The Manager of Patient Experience has an integral role in the School of Dentistry by supporting pre-doctoral clinical operations of the School of Dentistry in providing leadership and oversight of the patient experience -- front desk, patient liaison and call center operations. This position is crucial to the success of customer service initiatives, in leading and supporting a team of 25+ customer support staff. The Manager of Patient Experience is responsible for ensuring a quality patient experience.
Responsibilities for this position include, but are not limited to:
Management of Patient Experience/Customer Support Services
- Lead support services operations for Patient Experience at the School of Dentistry
- Perform on-going needs analysis and evaluation of front-end operations to ensure quality customer service and positive patient experience. Develop staff organizational strategies and metrics. Assess team needs; establish priorities, goals, and expectations.
- Oversee the mediation and resolution of customer service concerns. Maintain and support patient satisfaction; compose patient satisfaction reports as needed. Monitor and ensure adherence to, progression, and follow-up of any patient satisfaction initiatives.
- Provide leadership and supervision to the Patient Experience support services team. Mentor, develop and support Patient Experience Supervisors (3 FTE), who supervise 25+ FTE.
- Refine and update onboarding resources for new hires.
- Hire, train, assign work, evaluate, reward, transfer, suspend, promote, discharge and handle disciplinary processes/grievances as necessary. Conduct performance reviews, make recommendations. Approve/deny time and absence requests as appropriate.
- Lead and manage change initiatives in the entire patient experience. Develop and strengthen leadership within the team. Assess departmental needs, and establish priorities, goals, and expectations for staff collectively, and individually. Provide situational problem-solving and guidance.
- Design and deliver team-building initiatives; work to build trust, collaboration and connection.
- Develop strategies to support the needs, and continually evaluate to stay current with changes within the department, School, or University.
- Enforce HIPAA compliance, University of Minnesota policies and procedures and other regulatory agencies.
- Facilitate and support staff participation in professional development, educational opportunities, workshops and/or seminars as appropriate.
Core Operations Leadership
- Serve as a Clinical Systems Core Leader. Support the Associate Dean for Clinical Systems and partner with the Clinic leadership to provide, develop and implement strategic guidance for patient experience initiatives that support the unit, aligned with the goals and mission of Clinical Systems and the School of Dentistry.
- Collaborate, support, and work interactively with clinical administration and staff, finance administration and staff, and other affiliates of Clinical Systems. Identify, report on, and make recommendations on clinical operations. Work with appropriate personnel for communicating and/or implementing initiatives.
- Liaise with patients, faculty, staff and administrative leadership to design and implement business strategies to help meet organizational goals. Identify gaps, develop detailed plans and communicate changes to appropriate staff.
- Lead, coordinate, and participate in meetings regarding clinical operations/processes. Offer workflow analysis, and make recommendations for change as appropriate.
Other Duties as Assigned
- Serve on Department, School and University-wide committees, as appropriate.
- Continue professional development through attendance of courses, workshops, seminars and other meetings.
- Assist with accreditation and other special projects, as assigned.
- Provide back-up to other Core Operations Leaders, as needed.
Qualifications
Required Qualifications (Please include all required qualifications in application materials):
- BA/BS plus at least five years of experience, or an advanced degree plus at least three years of experience, or a combination of related education and work experience to equal at least nine years.
- 6+ years of experience leading a team
- Proven history of successful team building and supervisor development
- Excellent interpersonal and customer service skills
- Ability to communicate effectively with diverse populations
- Experience in a healthcare industry, including familiarity with electronic health software
Preferred Qualifications:
- Experience in an academic institution
- Call center management experience
- Flexible work schedule to include limited evening and weekends
About the Department
The University of Minnesota School of Dentistry is the state's only dental school and the only dental school in the northern tier of states between Wisconsin and the Pacific Northwest. We are a regional resource to five states for dental education, consulting services, patient treatment, and ongoing continuing dental education.
We educate dentists, dental specialists, dental therapists, dental hygienists, dental educators and research-scientists . We offer advanced degree programs in seven ADA-recognized specialties: endodontics, oral and maxillofacial surgery, orthodontics, pediatric dentistry, periodontics, prosthodontics and TMD and orofacial pain. We educate scholars in oral biology, dental hygiene and oral health for older adults. Dentists from other countries who wish to practice in the United States matriculate through our Program for Advanced Standing Students. Learners have the option to pursue a Masters in Public Health or a PhD alongside their DDS degree.
We are the only dental hygiene program in the state associated with a dental school . Offering programs at the baccalaureate and master of science level, our integrated program prepares oral health professionals to collaborate from their first day in the profession.
We became the first dental school in the nation to educate dental therapists in 2009 . Dental therapists perform basic preventative services, drill and restore teeth for children and adults and remove primary teeth under the supervision of a licensed dentist. As of 2023, we have graduated 91 dental therapists from the program.
Our work affects virtually every person in Minnesota . We educate approximately 73% of the state's practicing dentists, 68% of licensed dental therapists, and 49% of dental hygiene educators. Our researchers develop and test restorative materials used by dentists around the world. We provide critical oral health care with more than 100,000 patient visits in our campus clinics and more than 16,000 patient visits at outreach sites in underserved communities throughout the state. We provide continuing dental education for 7,1000 practicing dental professionals each year.
The School of Dentistry is dedicated to creating a diverse, equitable, and inclusive workplace. Diverse teams, perspectives, and backgrounds create a strong and creative team that best serves the University's many communities, on campus and beyond. The University is an Equal Opportunity Employer. Black, Indigenous, people of color, LGBTQIA+, women, veterans, and members of historically underrepresented communities are highly encouraged to apply.
For more information, please visit our website, dentistry.umn.edu .
Benefits
Working at the University
At the University of Minnesota, you'll find a flexible work environment and supportive colleagues who are interested in lifelong learning. We prioritize work-life balance, allowing you to invest in the future of your career and in your life outside of work.
The University also offers a comprehensive benefits package that includes:
- Competitive wages, paid holidays, and generous time off
- Continuous learning opportunities through professional training and degree-seeking programs supported by the Regents Tuition Benefit Program
- Low-cost medical, dental, and pharmacy plans
- Healthcare and dependent care flexible spending accounts
- University HSA contributions
- Disability and employer-paid life insurance
- Employee wellbeing program
- Excellent retirement plans with employer contribution
- Public Service Loan Forgiveness (PSLF) opportunity
- Financial counseling services
- Employee Assistance Program with eight sessions of counseling at no cost
- Employee Transit Pass with free or reduced rates in the Twin Cities metro area
Please visit the Office of Human Resources website for more information regarding benefits.
How To Apply
Applications must be submitted online. To be considered for this position, please click the Apply button and follow the instructions. You will be given the opportunity to complete an online application for the position and attach a cover letter and resume.
Additional documents may be attached after application by accessing your "My Job Applications" page and uploading documents in the "My Cover Letters and Attachments" section.
To request an accommodation during the application process, please e-mail [redacted] or call ([redacted].
Diversity
The University recognizes and values the importance of diversity and inclusion in enriching the employment experience of its employees and in supporting the academic mission. The University is committed to attracting and retaining employees with varying identities and backgrounds.
The University of Minnesota provides equal access to and opportunity in its programs, facilities, and employment without regard to race, color, creed, religion, national origin, gender, age, marital status, disability, public assistance status, veteran status, sexual orientation, gender identity, or gender expression. To learn more about diversity at the U: http://diversity.umn.edu
Employment Requirements
Any offer of employment is contingent upon the successful completion of a background check. Our presumption is that prospective employees are eligible to work here. Criminal convictions do not automatically disqualify finalists from employment.
About the U of M
The University of Minnesota, Twin Cities (UMTC)
The University of Minnesota, Twin Cities (UMTC), is among the largest public research universities in the country, offering undergraduate, graduate, and professional students a multitude of opportunities for study and research. Located at the heart of one of the nation's most vibrant, diverse metropolitan communities, students on the campuses in Minneapolis and St. Paul benefit from extensive partnerships with world-renowned health centers, international corporations, government agencies, and arts, nonprofit, and public service organizations.
At the University of Minnesota, we are proud to be recognized by the Star Tribune as a Top Workplace for 2021, as well as by Forbes as Best Employers for Women and one of America's Best Employers (2015, 2018, 2019, 2023), Best Employer for Diversity (2019, 2020), Best Employer for New Grads (2018, 2019), and Best Employer by State (2019, 2022).