Patient Experience Supervisor

Job Code: 7302HA
Clinical Systems, School of Dentistry

Position Description:
The Patient Experience Supervisor plays an integral role in supporting pre-doctoral clinical operations at the School of Dentistry, providing leadership and oversight for front desk and call center teams. Reporting to the Patient Experience Manager, this position collaborates closely with clinical leadership to ensure a seamless and exceptional experience for all patients at the University of Minnesota School of Dentistry.

Responsibilities for this position include, but are not limited to:

• Oversee and coordinate the daily clinical support services for Patient Experience Team (65%)
  • Staff Development/Supervision - Provide daily supervision and mentorship of 12+ Patient Experience Representatives.
  • Perform on-going needs analysis and evaluation of front-end operations to ensure quality customer service and patient experience.
  • In collaboration with the Patient Experience Manager, develop/implement staff organizational strategies and metrics
  • Establish team priorities, goals, and expectations
  • Hire, train, assign work, evaluate, reward, transfer, suspend, promote, discharge and handle disciplinary processes/grievances as necessary
  • 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
• Patient Care Services (30%)
  • Patient Conflict Resolution
    • 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
    • Manage/respond to patient fails; document in electronic health record
    • Process/communicate financial adjustments to patient accounts as necessary
  • Provide backup for team members as needed and other special projects as assigned.
  • 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 (5%)
  • Serve on and/or provide administrative or other support for Department, School and University-wide committees and groups, as appropriate.
  • 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.

In-person In office all 5 days
Please note, this position is not eligible for H-1B or Green Card sponsorship. This position does not offer a STEM OPT training program.

Required Qualifications:

• BA/BS with at least 2 years of experience leading a team or related education and work experience to equal 6 years
• Excellent written and verbal communication, interpersonal and customer service skills
• Experience monitoring and adjusting operations workflow in a team environment
• Ability to communicate effectively with diverse populations
• Work experience in an academic dental institution
• Familiarity with electronic health software

Desired qualifications:

• Experience and training in Axium electronic health record
• Call center management experience
• Experience training and onboarding new hires

Pay Range: $67,142 - $75,000 per year; depending on education/qualifications/experience

Time Appointment: 100% Appointment

Position Type: Civil-Service & Non-Faculty Labor Represented Staff

Please visit the Office of Human Resources website for more information regarding benefit eligibility.

The University 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 Regents Tuition Benefit Program
• Low-cost medical, dental, and pharmacy plans
• Healthcare and dependent care flexible spending accounts
• University HSA contributions
• Disability and employer-paid life insurance
• Employee wellbeing program
• Excellent retirement plans with employer contribution
• Public Service Loan Forgiveness (PSLF) opportunity
• Financial counseling services
• Employee Assistance Program with eight sessions of counseling at no cost
• Employee Transit Pass with free or reduced rates in the Twin Cities metro area

Applications must be submitted online. To be considered for this position, please click the Apply button and follow the instructions. You will be given the opportunity to complete an online application for the position and attach a cover letter and resume.

Additional documents may be attached after application by accessing your "My Job Applications" page and uploading documents in the "My Cover Letters and Attachments" section.

To request an accommodation during the application process, please e-mail employ@umn.edu or call (612) 624-8647.

Required documents:

• Resume
• Cover Letter

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

Any offer of employment is contingent upon the successful completion of a background check. Our presumption is that prospective employees are eligible to work here. Criminal convictions do not automatically disqualify finalists from employment.

The University of Minnesota, Twin Cities (UMTC)

The University of Minnesota, Twin Cities (UMTC), is among the largest public research universities in the country, offering undergraduate, graduate, and professional students a multitude of opportunities for study and research. Located at the heart of one of the nation's most vibrant, diverse metropolitan communities, students on the campuses in Minneapolis and St. Paul benefit from extensive partnerships with world-renowned health centers, international corporations, government agencies, and arts, nonprofit, and public service organizations.

At the University of Minnesota, we are proud to be recognized by the Star Tribune as a Top Workplace for 2021, as well as by Forbes as Best Employers for Women and one of America's Best Employers (2015, 2018, 2019, 2023), Best Employer for Diversity (2019, 2020), Best Employer for New Grads (2018, 2019), and Best Employer by State (2019, 2022).