Job Description

The Practice Ambassador Manager will oversee the daily operations of the Practice Ambassador team, ensuring outstanding patient experiences and seamless communication with referring offices. This individual will be responsible for leading, mentoring, and managing the team while maintaining a high standard of service excellence. The Manager will also play a key role in optimizing workflows, analyzing data, addressing escalated concerns, and contributing to the growth of practices across the Paradigm network.

Responsibilities:

• Lead and manage the Practice Ambassador team, providing guidance, support , and regular feedback to drive individual and team performance while fostering a positive and productive work environment.
• Conduct regular team meetings, training sessions, and performance evaluations.
• Identify staffing needs, recruit top talent, and develop team members to ensure appropriate practice support
• Set and monitor team goals aligned with Paradigm’s mission and objectives .
• Oversee phone operations, appointment scheduling, and to ensure accuracy and efficiency.
• Develop and execute strategies to optimize call and scheduling workflows, streamline processes, and elevate the customer experience
• Analyze performance data to assess areas of improvement and implement effective solutions
• Monitor patient communication workflows to optimize satisfaction and resolve concerns promptly .
• Ensure the team consistently delivers concierge-level customer service
• Act as the point of contact for escalated patients and referring office concerns, resolving issues professionally and efficiently .
• Build and maintain strong relationships with Paradigm p roviders, teams, and referring offices to enhance collaboration.
• Ensure adherence to HIPAA and other regulatory requirements.
• Monitor team compliance with confidentiality standards and practice policies.
• Manage post-operative and billing questions escalated by the team.
• Contribute to projects and initiatives to support the growth and success of the Paradigm network of practices.

Education and Experience:

• High school diploma or equivalent required; additional education or certifications in healthcare administration or related fields preferred.
• Minimum 5 years of experience in customer service, with leadership or supervisory experience preferred.
• Healthcare or dental industry experience is a plus.

Skills and Abilities:

• Strong leadership and interpersonal skills with the ability to inspire and motivate a team.
• Excellent organizational and multitasking abilities, with keen attention to detail.
• Proficiency in office software and understanding dental terminology.

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