Director of Operations (DO)

The Director of Operations (DO) is responsible for providing operational leadership, direction, and oversight to assigned dental practices within the region, ensuring operational and financial effectiveness through the leadership and development of Practice Administrators (PAs). At GEDC, our priority is to support our providers and create an environment where doctors feel supported and their day-to-day experience is easy and rewarding. One of the DO's primary responsibilities is to ensure that PAs and their teams provide this level of support every day. The DO's ultimate goal is to improve the financial health and operational performance of the dental practices through the Five GEDC Drivers, while recruiting, developing, and retaining top talent. The DO must have a strong understanding of all GEDC systems and processes to identify operational gaps by monitoring key reports, coaching office teams, and implementing corrective actions. Success in this role requires effective leadership and development of PAs, ensuring they have the tools and guidance needed to manage their practices successfully. Additionally, the DO is responsible for maintaining the overall condition and presentation of the dental offices, ensuring they are always "CEO Visit" ready and compliant with all applicable health and safety regulations. Key Responsibilities 1. Operational Responsibilities Establish and maintain a weekly office visit schedule to review operational strengths, identify areas for improvement, and coach PAs and front desk teams. On average, each office should be visited twice per month. Consistently review provider schedules and operational trip wires to identify weaknesses, opportunities for improvement, and compliance with GEDC protocols. Attend morning and afternoon meetings during office visits, providing feedback and coaching to ensure meetings align with GEDC standards. Ensure PAs communicate operational issues to the PSC through the appropriate channels, including IT and facility tickets and payroll concerns. Work directly with the PSC to help resolve issues and address communication gaps. Serve as a liaison between providers, Clinical Directors, and Regional Directors, communicating clinical, operational, and other concerns raised by providers. 2. Customer Service Responsibilities Train and coach PAs on Great Expressions' customer service principles to promote an excellent patient experience and efficient patient flow. Conduct facility reviews to ensure offices maintain GEDC appearance standards and comply with applicable OSHA requirements and healthcare regulations. 3. Financial Responsibilities Understand, interpret, and manage office Profit and Loss (P&L) statements, providing specific coaching to PAs on financial performance and variable expense management. Ensure PAs follow all financial policies and procedures, including: Invoice approval and submission. Daily cash deposits. Daily processing of credit card batches. Monthly submission of deposit documentation to the PSC. 4. Management and Employee Development Responsibilities Conduct monthly regional meetings with all PAs to: Communicate updates and information regarding GEDC initiatives. Provide training on operational processes and procedures. Share and review office best practices. Assist PAs in establishing structure and accountability within their teams to ensure daily priorities are addressed and the Five GEDC Drivers remain a consistent focus. Delegate hiring responsibilities to PAs while providing guidance and support to ensure teams continue to develop and improve. Provide timely, documented performance feedback and coaching to PAs as needed. Ensure PAs recruit, select, develop, and retain top talent who demonstrate strong performance and treat providers, doctors, colleagues, and patients with care and respect while following company policies. Attend monthly DO meetings as requested by the VP of Regional Operations. 5. Compliance and Office Standards Thoroughly inspect each office alongside the PA during every visit to ensure the practice is "CEO Visit" ready. Identify areas requiring improvement, establish follow-up expectations, and revisit outstanding items. Hold PAs accountable for 100% completion of required spore testing and other OSHA-related responsibilities. Ensure PAs verify that all staff members complete legally required and internally mandated training, including OSHA, HIPAA, emergency procedures, and other applicable training. 6. Additional Responsibilities Perform other duties and responsibilities as assigned by the VP of Regional Operations. Education and Experience Bachelor's degree in Healthcare Management, Business Administration, or another related field. 5–7 years of experience in operations management. 3–5 years of supervisory experience leading teams. Active participation in professional organizations is a plus. Knowledge, Skills, and Abilities Proven ability to develop highly productive working relationships through mentoring, coaching, and training. Strong computer skills, including Microsoft Office and business analytics systems. Excellent customer service skills and a successful track record in customer relationship management. Strong written, verbal, and interpersonal communication skills. Ability to work independently and professionally in a fast-paced environment. Experience managing budgets, interpreting P&L statements, and driving financial performance and business growth. Demonstrated ability to resolve conflicts at various organizational levels and successfully address challenging operational situations. Ability to handle highly sensitive and confidential information with professionalism and discretion. Proven ability to manage multiple projects, prioritize responsibilities, and maintain effective time management. #IND7