Manager of Patient Services- IL- CDMI

Summary

The Manager of Patient Services supports patients by addressing questions or concerns related to quality of care, access, and interactions within the dental clinic. They provide guidance on

general inquiries and help facilitate positive experiences for patients. This role assists the Associate Dean of Clinical Education in coordinating the Dental Institutes’ activities with Community Partners. This role also contributes to the Dental Institute’s risk management and quality assurance initiatives and works closely with clinical leadership, staff, students, patients, and the public to support a high standard of care. The Manager of Patient Services reports to the Associate Dean of Clinical Education.

Essential Job Functions

The Manager of Patient Services performs the following functions:

• Assist patients and the public with non-dental questions or concerns.
• Provide information to the patients and the public on the College policy and procedures.
• Provide patients and the public with assistance on issues related to quality of care, access to care, interactions with the staff, faculty and students at the dental clinic and with other general informational concerns.
• Assists in reviewing and resolving patient concerns, involving additional or corrective treatment, administrative support, or refund requests.
• Investigate incidents, injuries, access to care issues and other patient concerns to determine the facts.
• Function within the general policies and procedures of the college to recommend the best course of action when a patient seeks additional dental work, corrective dental work, administrative relief, or monetary refund from any of the various areas within the college.

• The Manager of Patient Services will maintain documentation of all patient concerns and complaints and will produce regular reports by date, type of concern and method of resolution. This will include managing patient reviews and follow-up with concerns.
• Work with the faculty, staff and students to:

(a) Provide a safe environment for students, employees and the public.

(b) Reduce the frequency and severity of accidents.

(c) Minimize exposures to financial losses.

(d) Protect physical assets.

(e) Minimize interruptions of services provided.

• Participate in the Risk Management – Compliance committee.
• Lead incident investigation committees with regard to breaches of infection control and safety procedures.
• Minimize the risk of accidental job-related deaths, occupational injuries and illnesses, state property losses, and environmental contamination by maintaining recognized loss prevention and control techniques.
• Lead the quality assurance functions at the Dental Institute, which includes, but is not limited to:
  • Auditscharts to confirm proper sedition procedure
  • Prepare and maintain quarterly quality assessment documentation
  • On-siteaudits to confirm the proper maintenance of controlled substances.
  • Participatesin on-site audits of environmental health and safety equipment throughout pre-doctoral clinics and confirms that maintenance being performed in post-doctoral clinics.

• • Manage after-hours/on-call faculty schedules and protocols.
  • Assignment of screening, help in chart creation.
  • Maintain and develop as needed community partner relationships.
• Other duties may be assigned.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. The individual must be able to work in a constant state of alertness and safe manner and have regular, predictable, in-person attendance. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

High school diploma or GED with a minimum of 7 years of relevant supervisory experience is required, preferably a Bachelor’s degree with  5 years’ experience in a healthcare setting. Knowledge of Dentistry and compliance with OSHA and HIPPA standards required. Experience in dentistry and/or dental education is preferred.  Experience working in a team and customer service-oriented environment.

Excellent written and strong verbal communication skills along with strong leadership qualities are important for this position.  Must have previous experience in electronic health records, preferably in EPIC.

Other Skills and Abilities

• In stressful  circumstances,  identifies,  evaluates  and  addresses  the  needs  of  faculty, students, patients, staff and related stakeholders.
• Demonstrates  excellent   organizational   skills   with   ability   to   manage   multiple   tasks simultaneously.
• Adapts to changing priorities and works under pressure to meet deadlines.
• Demonstrates strategic and tactical planning skills.
• Demonstrates effective written and oral communication and interpersonal skills as related to problem-solving and conflict management are essential.
• Demonstrates judgment and decision-making skills, particularly in areas related to policies and protocol.
• Demonstrates pleasant and professional customer-service skills.
• Demonstrates ability to work independently as well as in a collaborative fashion.

Computer Skills

Computer proficiency in MS Office (Word, Excel, Outlook)

Language Skills

Intermediate skills:  Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.  Ability to write routine reports and correspondence.  Ability to speak effectively before groups of customers or employees of organization.

Reasoning Ability

High skills:  Able to interpret a variety of instructions furnished in written, oral, or schedule form. Ability to define problems, collects data, establish facts, and draw valid conclusions.  Able to interpret an extensive variety of technical instructions.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee must be able to be meeting with patients in person in addition to over the phone or in virtual ZOOM/TEAMS meetings. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally required to stand. The employee is regularly required to walk; reach with hands and arms. The employee is frequently required to sit, Use hands to finger, handle, or feel; talk and hear. The employee must regularly lift and /or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close and distance vision.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.   This position is occasionally exposed to fumes or airborne particles. The noise level in the work environment is usually moderate.

Midwestern University is a private, not-for-profit organization that provides graduate and post-graduate education in the health sciences. The University has two campuses, one in Downers Grove, Illinois, and the other in Glendale, Arizona. More than 6,000 full-time students are enrolled in graduate programs in osteopathic medicine, dentistry, pharmacy, physician assistant studies, physical therapy, occupational therapy, nurse anesthesia, cardiovascular perfusion, podiatry, optometry, clinical psychology, speech-language pathology, biomedical sciences, and veterinary medicine. Over 500 full-time faculty members and 400 staff members are dedicated to the education and development of our students in an environment that encourages learning, respect for all members of the healthcare team, service, interdisciplinary scholarly activity, and personal growth.

We offer a comprehensive benefits package that includes medical, dental, and vision insurance plans as well as life insurance, short/long-term disability, and pet insurance. We offer flexible spending accounts including healthcare reimbursement and child/dependent care accounts. We offer a work-life balance with a competitive time off package including paid holidays, sick/flex days, personal days, and vacation days. We offer a 403(b)-retirement plan, tuition reimbursement, childcare subsidy reimbursement program, identity theft protection, and an employee assistance program. Wellness is important to us, and we offer a wellness facility on-site with a fully equipped fitness facility.

Midwestern University is an Equal Opportunity/Affirmative Action employer that does not discriminate against an employee or applicant based upon race; color; religion; creed; national origin or ancestry; ethnicity; sex (including pregnancy); gender (including gender expressions, gender identity; and sexual orientation); marital status; age; disability; citizenship; past, current, or prospective service in the uniformed services; genetic information; or any other protected class, in accord with all federal, state and local laws, and regulation.  Midwestern University complies with the Smoke-Free Arizona Act (A.R.S. 36-601.01) and the Smoke-Free Illinois Act (410 ILCS 82/).  Midwestern University complies with the Illinois Equal Pay Act of 2003 and Arizona Equal Pay Acts.