Supervisor, Dental Services

New Haven, CT
Jul 3, 2019


Job Description

To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values-integrity, patient-centered, respect, accountability, and compassion - must guide what we do, as individuals and professionals, every day.


Provides support and management of operational and administrative activities for the Dental Department. This includes scheduling and supervising of personnel, budgeting and finance responsibilities, oversight of patient registration, billing, insurance and collection activities, and employee relations activities for the scheduling and billing support staff.

  • 1.1. Interacts and collaborates with the Manager, Chief of Dentistry and Attending staff to resolve conflicts, develop solutions to operational issues; develops and updates procedures and maintains good working relationships with all customers.
  • 1.2. Demonstrates critical thinking and analytical abilities to analyze department operations, flow chart processes, identify problem areas, ultimately develops solutions and changes that positively impact efficient production of high-quality customer service and achieves customer satisfaction.
  • 1.3. Manages day-to-day Department operations. Interfaces with various Hospital Departments, (e.g. Engineering, Building Services, Facilities, MIS, Linen Service, Emergency Department, 1-day Surgery and Pedi OR and Ancillary Departments) to ensure effective operations.
  • 1.4. Manages computerized registration, billing, scheduling, charting and imaging software systems as requirements change. Manages conversion of data and supervises training.
  • 2.1. In conjunction with the Manager, accountable for department compliance with all Hospital and regulatory policies with specific emphasis on patient safety and HR policies. Performs environmental rounds and documents reviews and staff updates to ensure compliance with JCAHO and DPH standards at all times
  • 2.2. Completes Hospital/Accident Reports as needed with carbon copy to file and makes recommendations to address/respond to report incidents. Ensures that the staff has knowledge of safety and ergonomics so as to prevent on the job injuries.
  • 2.3. Interacts with the Department of Epidemiology and Infection Control to ensure adherence to Infection Control policy.
  • 2.4. In conjunction with the Manager, initiates changes in policies and procedures that will enhance quality, reduce costs and improve service to Dental customers.
  • 2.5. Monitors staff adherence to payroll policies governing time and attendance
  • 2.6. Reviews and edits Kronos as indicated and prepares final review and sign off for the Manager
  • 3.1. Responsible for care and repair of facilities including cleanliness standards and safety standards. Ensures coordination of all equipment maintenance.
  • 3.2. In conjunction with Engineering and the Dental Supply Company, develops programs for the on-going preventative maintenance of equipment to ensure adherence to all regulatory requirements.
  • 4.1. Ensures patient satisfaction surveys are completed per department policy and monitors results for quality improvement. Forwards information to the Manager for dissemination
  • 4.2. Ensures staff competency as it relates to our Pledge to Service Excellence.
  • 4.3. Acts as a resource for staff and patients as it relates to non-medical questions, specifically scheduling and billing issues. Works closely with Chief of Dentistry and/or Manager keeping them informed of any information that may be pertinent to patient care.
  • 4.4. Intervenes and where appropriate, directs patient's concerns/complaints for resolution
  • 4.5. Collaborates with the Manager and Chief of Dentistry regarding development/implementation of quality improvement initiatives and programs that result in improved patient care outcomes and departmental efficiencies. Assists in developing criteria and monitors data for department Quality Improvement program.
  • 5.1. Participates in grant proposal applications by providing required data to the Manager and/or the Grant writers
  • 5.2. Works closely with the Dental Hygienists in supporting, coordinating and facilitating the departments participation in Community Health Fairs and other events focused on the Dental Department's involvement with the Community
  • 5.3. Represents the Dental Department on committees and participates in department and inter-departmental committees that influence or recommend policies and/or procedures affecting the Dental Department especially as it relates to billing and finance.
  • 6. BILLING
  • 6.1. Supervises and implements market changes regarding HMO/Managed Care for Government Programs and Third Party Payers. Negotiates and maintains MCO contracts in the interest of department sustainability. Reviews all credentialing applications prior to submission to the Insurance Companies.
  • 6.2. Supervises patient registration processes and reviews work assignments to determine work load, volume, complexity and status of patient accounts, billings and revenues.
  • 6.3. Oversees and supervises billing, collections and utilization to ensure financial viability of department.
  • 6.4. Monitors staff in daily review of eligibility of patient insurance to insure compliance with standards, guidelines and criteria.
  • 6.5. Oversees the billing coordinators adherence to the pre-certification of procedures with insurance companies, insuring accuracy of submission.
  • 6.6. Insures that the billing staff, creates and/or monitors payment plans for treatment with residents and patients insuring residents understanding of the process and patient satisfaction with the plan.
  • 6.7. Monitors preparation of bank deposit for checks and cash assuring accuracy of data input. Monitors cross check of the daysheets to insure complete and accurate billing and accuracy of monthly reports. Supervises and monitors posting of procedures within electronic medical record to all patient accounts.
  • 6.8. Monitors posting of all insurance remittance advice checks, insuring accuracy of write-offs and resubmission of claims as necessary. Reviews patient accounts to assess and rectify potential billing difficulties related to Managed Care and Third Party insurance indemnification.
  • 6.9. Maintains cooperative effort established with Risk Management to assess loss of Dental appliances and Operating Room intubation issues. Reviews laboratory bills for all prosthetic cases, ensuring appropriate charges and billing for each case.
  • 7.1. Oversees the reception and billing staff and manages the daily flow of work through the department. Interacts with residents, attendings, staff providers and patients to provide accurate, efficient and high quality services based on scheduling guidelines
  • 7.2. Schedules and monitors staff work assignments to ensure adequate coverage of all areas to include the specific facility and the department at large.
  • 7.3. Reviews and monitors attending and resident schedules in support of patient scheduling.
  • 7.4. Reviews and edits employee payroll timecards, utilizing system to manage PTO and other pay codes. Maintains employee time off schedule, ensuring minimal conflicts
  • 7.5. Ensures attendance policy adherence by monitoring absences and tardiness, and administering disciplinary action as appropriate.
  • 8.1. Creates and submits in a timely manner monthly departmental Gross Revenue and Clinic Visit financial statement summarizing volume, billings, payments and adjustments for all dental cost centers. Collects data and coordinates preparation of monthly production graphs for each resident for Chief of Dentistry as well as specific reports requested by the Manager and/or the Director of Community Health.
  • 8.2. Produces and monitors accounts receivable reports, is accountable for resolution of issues.
  • 8.3. Tracks departmental expenses and monitors Cost Center Budget Variance and Expense reports; identifies and investigates problems and takes collaborates with the Manager regarding corrective action.
  • 8.4. Identifies Capital Budget requests and submits them to the Manager for justification and approval.
  • 8.5. Working in cooperation with the Purchasing Department, routinely identifies and pursues changes in products, costs and vendors to reduce materials expense
  • 8.6. Conducts annual review of vendors to ensure competitive pricing and prompt repair response.
  • 8.7. Provides first Approval on all outside purchases. Works collaboratively with the Manager on all capital expenditures.
  • 8.8. Monitors and manages the non-salary expenses of the Department within budgetary limitations through effective resource management, contracting and practice changes.
  • 8.9. Develops, with the cooperation of the Chief of Dentistry, the GPR Program Director and/or their designee, a formulary for ordering of dental supplies to ensure that the department remains cost effective and stay within budgetary guidelines
  • 8.10. Ensures timely payment of invoices from various vendors, verifying charges to patient accounts. Monitors and oversees check requests.
  • 9.1. Recruits, hires and trains assigned staff. Selects and manages the receptionists/schedulers and billing coordinators. Responsible for arranging coverage for illness, absences and/or vacations
  • 9.2. Supervises work activity of staff members on a routine basis in both adult and pediatric departments to ensure productive work completion and patient satisfaction.
  • 9.3. Conducts performance appraisals per policy for department staff (direct reports). Reviews job performance standards with employees when necessary.
  • 9.4. With the Manager conducts and/or participates in monthly staff meetings to communicate Department Policy/Procedure changes, updates staff on organizational initiatives and solicits staff feedback on operational issues. Follows through on issues identified by staff in monthly staff meetings, and develops and implements creative solutions to identified issues.
  • 9.5. Monitors and measures staff adherence to established procedures and techniques and develops plans to ensure performance improvement. Ensures the staff demonstrates competency in all job-related functions.
  • 9.6. Implements new procedures and review of job descriptions as the need arises and encourages professional growth.
  • 9.7. Through oversight of staff, ensures adequate levels of supplies are maintained for Dental operations.
  • 9.8. Oversees employees responsible for registration of all patients, reviewing accounts to ensure effective registration.
  • 10.1. Responsible for delegating work to assigned staff and establishing workflow standards.
  • 10.2. Provides guidance and support to staff and ensures the work is completed efficiently and correctly.
  • 10.3. Conducts timely orientation and annual performance reviews on assigned staff; counsels and develops performance improvement plans as required.
  • 10.4. Leads by example, successfully demonstrating the personal attributes defined in the Yale New Haven Health System Core Success Factors.
  • 10.5. Actively participates in and supports the development, mentoring and coaching of staff.
  • 10.6. Understands YNHHS vision, goals and strategies and communicates to others. Able to set clear goals and directions.

    Other information:

    Associates degree required.BS in Business Administration, Accounting and/or Health Care preferred.
    Demonstrated knowledge of JCAHO, ADA, OSHA, CODA and other regulatory requirements and standards of
    practice for Hospital Dentistry preferred.

    Three (3) to five (5) years experience working in a dental operations/ dental management preferred. Knowledge of
    dental billing procedures with the ability and experience of overseeing staff and general operations preferred


    Independent decision making, problem solving, excellent written and verbal communication skills. Knowledge of materials management including inventory, ordering and utilization in a dental setting. Knowledge of billing procedures, including: registration, insurance, managed care and collection in a dental operation.


    Responsible for managing and maintaining daily operations. Maintains budget through development of supply formulary and other non-salary expenses. Ensure staff development and maintain competencies in all functions, including training. Manages staff adherence to department procedures and organization wide policies, documenting all activities accordingly. Coordinates all registration and billing activities, including monitoring of accounts receivable, pre-certification, collection policies, bank deposits and creation of payment plans.


    Under the direction of the Practice Administrator, makes plans to ensure high quality, cost effective services. Creates policies to address all appointment scenarios and billing procedures. Creates strategies for involvement of services; develop and implement solutions for improvement of services or efficiency of operation. Collaborates with the Chief of Dentistry and the Manager to achieve solutions to maximize the department?s efficiency and effectiveness as it relates to patient care and general operations. Interviews, selects and trains new staff. In conjunction/collaboration with the Manager is responsible for development and revision of department policies and procedures as relates to operations and regulatory agencies. Works collaboratively with the Manager and/or designee to facilitate cooperative programs with University of New Haven and the University of Bridgeport for Dental Hygiene Students. When requested, similar coordination and cooperation will be extended to the vocational schools requesting clinical sites for Dental Assistants.

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    Job Info

    Job: 7692

    Department: Dental Administration
    Category: Dental
    Status: Full Time
    Shift: DAY/EVENING
    Hours: 40.00

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