• Director, Patient Services

    Job Locations Springfield
    Requisition ID
    Customer Service - Support
  • Overview

    Director, Patient Services


    Heartland Dental, LLC, based in Effingham, Illinois, is the largest dental support organization in the United States with more than 1,300 supported dentists in 850 offices and 35 states.  It offers supported dentists and team members continuing professional education, leadership development, and a variety of administrative support services including staffing, payroll management, human resources, accounting, marketing, information technology and procurement.


    In 2018, leading global investment firm, KKR, became a majority investor in Heartland Dental with Ontario Teachers’ Pension Plan becoming a minority investor. These key relationships strengthen our company’s stability and growth rate. With annual revenues exceeding $1 billion, we continue to expand our profitability and nationwide footprint. Growth is derived from same-office growth, new office development and new affiliations.  


    Company Culture:  Heartland Dental is committed to advancing the field of dentistry by supporting quality work. We seek hard workers who demonstrate the same passion for this rewarding field. Our professionals aren't afraid of a challenge. In fact, they thrive off the opportunity to grow. Through mentorship and partnerships, the successes of each individual become motivation for our entire team. Our outstanding team is the reason that Heartland Dental has expanded so rapidly over two decades in the business.


    Leadership development is a cornerstone of Heartland Dental’s culture.  For the last decade, Heartland Dental has partnered with the Bell Leadership Institute.  Bell Leadership principles permeate our company.  “This partnership provides a means to discover how to truly become all-around leaders in every facet of life. For supported dentists and team members, it means more unity, improved communication and an overall sense of effectiveness to propel them to reach their goals together,” explained Patrick Bauer, President and Chief Executive Officer at Heartland Dental.


    Delivering an exceptional patient experience is a foundational pillar for our supported offices. The Patient Services Department was established to extend the capabilities of our supported offices to ensure that we are responding quickly to the inquiries of the patient. Due to the rapid growth in this department and our need to continually innovate the patient experience, Heartland Dental is adding senior level depth to provide leadership for this very important patient-facing function.  


    We are looking for an individual who can provide executive leadership for this area, create a roadmap to evolve the capabilities of the department and lead change management efforts. First year responsibilities include the following:

    • Establish self in the role by developing relationships, understanding the business needs of our supported offices and assessing current capabilities
    • Partner with Patient Services leadership team to create 3-5 year strategic plan
      • Clearly identify current services offered
      • Identify current state of the department
      • Establish a roadmap to evolve the department
    • Assess and build your team
    • Identify second Patient Services location


    This position has strong visibility with Heartland’s executive leadership team. We are looking for an individual who has the potential for expanded growth and leadership opportunities.


    In this position, you will work closely with a peer group including Director of Patient Marketing and Director of IT Applications, reporting to the Executive Vice President of Technology and Patient Marketing. This position will supervise two Patient Services Managers and the Patient Services Training Manager.


    Services from this department will be provided from two separate locations.  One location is Effingham, IL and the other has not yet been finalized; however, it is expected to be located in the Midwest and within driving distance to Effingham, IL.


    Job Summary & Responsibilities: The Patient Services Director is responsible for the strategic planning, financial management and execution of all Patient Services operations aimed at continually improving the patient experience. Emphasis is placed on customer care, quality management, workforce planning, recruiting, coaching, and training. 


    Director, Patient Services – Year One Top Ten Business Goals

    1. Participate as a Director of the company
      1. Build relationships with others on your team
      2. Attend Director planning sessions
      3. Attend monthly leadership meetings
      4. Lead and influence change
    2. Lead the PSR Department
      1. Build your team of leaders – managers, supervisors
      2. Be visible leader in department meetings and presentations
      3. Represent the department in company functions and communication with other departments
      4. Participate in cross functional committees and teams
    3. Build your team
      1. Gain understanding of existing organizational structure
      2. Clearly identify strengths and weaknesses
      3. Determine dependencies with other functions and field resources
      4. Implement team building
      5. Implement leadership development opportunities for supervisors and managers
    4. Understand existing capabilities
      1. Understand new employee training
      2. Review existing services and funding model
      3. Gain understanding of key department metrics
      4. Survey and visit offices
      5. Establish partnerships with field operations
    5. Create three roadmap for the department
      1. Identify current services offered and maturity of each service
      2. Evaluate current capabilities and future needs
      3. Solicit feedback on department performance and opportunities
      4. Prioritize future needs into roadmap
    6. Implement quality management environment
      1. Determine existing quality control mechanisms
      2. Research available technology options (e.g. recorded calls)
      3. Determine resource plan
      4. Propose future model for quality management
    7. Document capacity plan
      1. Research growth opportunities in Effingham
      2. Evaluate pros/cons of secondary call center
      3. Review office redundancy plan
      4. Determine future growth in Effingham location
    8. Continually evaluate opportunities to improve customer service
      1. Determine measurements for customer service
      2. Review professionalism of all internal and external communication
      3. Identify opportunities to leverage technology
      4. Implement recurring customer service training (especially verbiage)
      5. Attend Communications class
    9. Manage department finances
      1. Review allocation model for all services provided
      2. Review monthly financial trends for opportunities
      3. Propose revisions to allocation model
      4. Participate in annual financial planning cycles
    10. Instill a strong commitment in yourself and others to uphold our mission, vision, and core values to provide a world class customer service experience at every point of contact with offices, team members, and suppliers


    Minimum Requirements:

    • Completion of a BA/BS in Business or dental related industry
    • Completion of five years of Call Center experience
    • Executive presence – leadership, motivation, stabilizer
    • Flexible team player who is professional and service-oriented at all times
    • Strong verbal and written communication skills
    • Be fully accountable and able to exercise sound judgment
    • Strategic planning experience
    • Strong presentation skills
    • Ability to travel approximately 3 days per month – offsite planning sessions, office and vendor visits


    Desirable Qualifications:

    • Experience managing a call center of more than 50 people
    • Experience in dental industry or similar healthcare related field
    • Experience managing non-exempt employees with multiple shifts
    • Experience managing multiple locations and remote employees
    • Process efficiency experience (e.g. Process Mapping, Six Sigma, Lean)


    We put our people first at Heartland Dental, and that shows in our compensation and benefits package.


    Company retains the sole discretion to change the duties of the position at any time.


    We provide all employees and applicants for employment the protections of federal, state, and local laws affording equal opportunity in employment.


    With this position comes a competitive compensation package including salary, bonus potential and stock options (per vesting schedule).




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