ASPEN DENTAL GROUP, PC

Account Manager

• Delivering regional training designed to promote quality care, patient satisfaction and increase revenue.
• Assists with recruitment, hiring and onboarding of new hygienists at Aspen Dental practices.
• Works with vendor partners to arrange field meetings and increase product utilization.
• Assists with training initiatives on new patient care products and processes.
• Functions as a liaison to ADMI’s territory hygiene team, responding to daily phone and email inquiries regarding policies, reports, product features, incentives, ordering, support materials, etc.
• Partners with practice owners and ADMI field management teams to assist in the preparation of hygiene budgets and determine hygiene needs for the territory, floats, additional hygiene days.
• Coach under-performing offices.
• Additional developmental duties as directed or requested by practice owners of supported offices.

Territory Manager – Hygiene Support

IT Support

• Lead a team focused on managing escalations, resolving questions, and delivering solutions to customer issues with urgency and precision
• Provide support to Digital Dentistry processes and workflows
• Coordinate Team availability to ensure agents are available to provide Digital Dentistry Support at any given time
• Ensure support processes are completed in a timely manner
• Partner with associated Digital Dentistry support teams to escalate and resolve issues, and collaborate with Field Teams & Leadership to resolve and provide feedback on support-related issues
• Analyze trends in customer feedback and operational performance and provide learnings to Support Leadership Team
• Provide direct support and guidance to a high-performing team that is equipped to handle complex issues and provide world-class customer service
• Manage Team dashboards and escalate unresolved inquiries to Leadership
• Track and report on customer service KPIs, using data to inform decisions and drive accountability

Supervisor, Digital Helpdesk

• Oversee a team focused on managing escalations, resolving questions, and delivering solutions to customer issues with urgency and precision.
• Plan and execute workforce management functions, including demand forecasting, capacity analysis, workload distribution, and scheduling for digital helpdesk teams.
• Establish and drive processes to identify the root causes of recurring issues and partner with training to establish and adjust existing training plans to mitigate future issues.
• Work closely with field leaders, practice owners, and other stakeholders to ensure their needs are met and exceeded expectations.
• Analyze trends in customer feedback and operational performance to develop and execute strategies that enhance service levels and efficiency.
• Implement real-time workload monitoring processes to identify and resolve bottlenecks in the workflow.
• Serve as the primary liaison between the training and IT teams and the field, providing clear updates and ensuring alignment on priorities needs.
• Build and mentor a high-performing team that is equipped to handle complex issues and provide world-class customer service.
• Track and report on customer service KPIs, using data to inform decisions and drive accountability.

Manager, Digital Help Desk

Director

• support practice operations for a group of Aspen Dental-branded practices within a designated territory
• be responsible for leading the operations teams within your supported practices
• drive a strong culture that will support and help enable all team members to be successful
• Travel across the territory to maintain a consistent presence within practices and ensure their success
• Provide training and development support to team members to strengthen business results, operating procedures, and protocols within the practices
• In partnership with the talent acquisition team and the regional manager, evaluate and communicate staffing needs to enable effective hiring and onboarding experiences for new team members
• Provide additional support as needed by practice owners

Territory Director

Manager

• Oversee practice operations for a group of 6-10 Aspen Dental branded practices
• Spearhead growth and process improvement initiatives
• Own full profit and loss responsibility
• Develop close working partnerships with the entire practice staff
• Travel to nearby offices to support practice operations
• Provide training and development support to ensure all practice staff demonstrate knowledge of the business model, operating procedures, and protocols
• In partnership with the talent acquisition team and the office manager, evaluate and communicate staffing needs to enable effective hiring and onboarding experiences for new team members
• Support daily office operations within the region as necessary

Regional Manager

Project Manager

• Plan, coordinate and oversee the rollout of new programs or operational processes within field operations
• Create business cases, return on investments and executive level presentations
• Document scope of services for each project and analyze performance metrics and training; create scalable playbooks for national deployment
• Partner with key departments to ensure smooth implementation and stakeholder alignment
• Execute communication and training strategies that drive adoption, engagement and long-term sustainability
• Identify opportunities for efficiency, standardization and continuous improvement across field operations
• Track performance metrics, feedback from field teams; prepare regular updates for leadership
• Anticipate potential implementation barriers, develop mitigation plans
• Balance stakeholder needs, create road maps, divisional calendars and align teams to drive business priorities

Project Manager, Field Operations

• oversee practice operations for a group of 6-10 Aspen Dental branded practices
• spearhead growth and process improvement initiatives
• own full profit and loss responsibility
• develop close working partnerships with the entire practice staff
• travel to nearby offices to support practice operations
• provide training and development support for practice staff
• evaluate and communicate staffing needs in partnership with the talent acquisition team

Learning and Development

• Partner with Field team subject matter experts and the broader L&D team to understand specific developments needs for team members
• Manage end-to-end analysis, design, development, implementation, facilitation and evaluation of programs
• Design and deliver a suite of effective learning solutions, programs, tools, and resources
• Identify innovative and cost-effective solutions for team member development
• Use data to measure success: learn, iterate, and improve; analyze trends and develop proactive actions to continuously improve learning experiences
• Facilitate learning sessions and serve as a coach to other facilitators in programs for the purpose of elevating the learner's performance

Manager, Learning and Development – Non-Clinical

Risk

• Manage the administration of claims for incidents for multiple companies located in multiple states, along with a team of claims specialists.
• Provide communication between internal parties and carriers and support field through mitigation recommendations and actions.
• Maintain accurate and organized records of risk management and claims/incidents via internal and external systems, including loss run review.
• Collaborate with stakeholders to develop and implement risk management and compliance strategies.
• Stay updated with severe weather incidents, industry trends, legal regulations, and emerging risk management and compliance practices for all brands.

Manager, Risk Management Claims

• Oversee practice operations for a group of 6-10 Aspen Dental branded practices
• Play a critical role in spearheading growth and process improvement initiatives
• Own full profit and loss responsibility
• Develop close working partnerships with the entire practice staff
• Travel to nearby offices to support practice operations
• Provide training and development support to ensure all practice staff demonstrate knowledge of the business model, operating procedures, and protocols
• Evaluate and communicate staffing needs to enable effective hiring and onboarding experiences for new team members
• Support daily office operations within the region as necessary

Administrative Assistant

• Lead the office in all office operations in support of the doctors
• Provide superior patient service with compassion and care
• Hire, develop, manage and retain the office staff
• Consult with patients on treatment options provided by clinical team
• Review monthly business results, manage profit and loss, align sales plan to support business goals
• Prepare and lead daily huddles with team

Territory Manager – Hygiene Support

Supervisor, Digital Helpdesk

Manager, Digital Help Desk

Territory Director

Regional Manager

Project Manager, Field Operations

Regional Manager

Manager, Learning and Development – Non-Clinical

Manager, Risk Management Claims

Regional Manager

Dental Office Manager