Job ID358617 LocationTwin Cities Job FamilyHealth Care Full/Part TimeFull-Time Regular/TemporaryRegular Job Code7302HA Employee ClassCivil Service About the Job Responsibilities for this position include, but are not limited to: Provide leadership and effective administration of support services for the Patient Experience team. Under the direction of and partnership with the Clinic Manager: Staff Development/Supervision - Lead and mentor a team of up to 10 Call Center Representatives/Patient Care Coordinators and/or Pre-registration Specialists Create staffing schedules to support team, patient and student needs Develop/implement staff organizational strategies and reporting metrics Hire, train, assign work, evaluate, reward, transfer, suspend, promote, discharge and handle disciplinary processes/grievances as necessary Investigate and resolve daily operational (complex) problems associated with the unit's responsibilities. Promote independent decision making on routine to moderate/complex problems with staff. Conduct performance reviews, make recommendations Approve/deny time and absence requests as appropriate Enforce HIPAA compliance, University of Minnesota policies and procedures Facilitate and support staff participation in professional development, educational opportunities, workshops and/or seminars as appropriate Supporting our Patient's Experience by: Provide patient scheduling and registration support as needed to maintain staffing levels necessary for an excellent patient experience Mediate, resolve, and follow through on patient concerns on behalf of the School Respond to patient concerns in-person, via phone or departmental email; coordinate and communicate resolution with Associate Dean, faculty and/or students Handle and resolve demanding and/or challenging disputes/complaints from customers (patient, students, clinic personnel, general public and staff). Ensure de-escalation skills are practiced including good listening skills. Process/communicate financial adjustments to patient accounts as necessary Arrange in-person language/translation needs with one of several outside agencies; assure details are documented within the electronic health record and communicated to appropriate faculty/staff/students. Other duties as assigned Serve on and/or provide administrative or other support for Department, School and University-wide committees and groups, as appropriate. Provide backup for team members as needed and other special projects as assigned. Continue professional development through attendance of courses, workshops, seminars and other meetings. A successful candidate must work well with many different types of personalities and be able to maintain a strong team of diverse patient care professionals. This position requires regular and reliable attendance. Qualifications Requirements (all required qualifications must be documented on application materials): A combination of related education and work experience in a clinical or call center environment to equal at least six years, or a BA/BS plus at least two years of experience in clinical or call center environment Experience in direct supervision of a team or work group Exceptional interpersonal and customer service skills; demonstrated professionalism Strong listening, critical thinking, problem solving, decision-making, and active learning skills Ability to communicate effectively with diverse populations Excellent written and verbal communication skills. Experience de-escalating and handling difficult situations Desired qualifications: Experience in a dental or medical setting Familiarity with electronic health software Call center management experience Familiarity with union/collective bargaining rules and regulations Data collection and reporting experience 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 Nort west. 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,. 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 Low-cost medical, dental, and pharmacy plans Healthcare and dependent care flexible spending accounts University... For full info follow application link. 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.