Manager of Patient Services- IL- CDMI

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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.

• 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:
  • Provide a safe environment for students, employees and the public.
  • Reduce the frequency and severity of accidents.
  • Minimize exposures to financial losses.
  • Protect physical assets.
  • 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:
  • Audits charts to confirm proper sedation procedure.
  • Prepare and maintain quarterly quality assessment documentation.
  • On-site audits to confirm the proper maintenance of controlled substances.
  • Participate in on-site audits of environmental health and safety equipment throughout pre-doctoral clinics and confirm that maintenance is 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.

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.

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 HIPAA standards required. Experience in dentistry and/or dental education is preferred. Experience working in a…