Senior Clinic Manager, Resources & Operations

Job Category

Job Profile

Job Title

Department

Compensation Range

The Compensation Range is the span between the minimum and maximum base salary for a position. The midpoint of the range is approximately halfway between the minimum and the maximum and represents an employee that possesses full job knowledge, qualifications and experience for the position. In the normal course, employees will be hired, transferred or promoted between the minimum and midpoint of the salary range for a job.

Posting End Date

Note: Applications will be accepted until 11:59 PM on the Posting End Date.

Job End Date

At UBC, we believe that attracting and sustaining a diverse workforce is key to the successful pursuit of excellence in research, innovation, and learning for all faculty, staff and students. Our commitment to employment equity helps achieve inclusion and fairness, brings rich diversity to UBC as a workplace, and creates the necessary conditions for a rewarding career.

The UBC Dental Clinic uses state-of-the-art technology and an innovative architectural design to create a sophisticated, efficient space for learning, community service and research. The Nobel Biocare Oral Health Centre at UBC, and the Graduate Specialty Clinic, use state-of-the-art technology and an innovative architectural design to create a sophisticated, efficient space for learning, community service and research. The dental clinic in the Oral Health Centre provides the setting for the clinical practice component that is required for the completion of Doctor of Dental Medicine (DMD) requirements and graduate programs. A new Simulation laboratory was completed in 2022, which allowed us to release clinic space to accommodate patient care, while allowing students to perform simulated patient care in a separate, specially designed lab.

The Senior Clinic Manager, Resources & Operations, works within a highly diverse team of faculty, students, dental assistants, IT and administrative staff. In this fast-paced, highly complex, rapidly changing work environment, the incumbent is the senior leader responsible for the planning and development of the overall mission and success of the clinic.

This incumbent will oversee all operational functions of this complex unit, including overall clinic resourcing, workflow planning, team management and administration with the goal of achieving the mission of the clinic while ensuring a safe patient environment. This incumbent keeps well-informed of technological changes with respect to clinic software tools and the impact thereof on the clinic teams and their respectful work functions to ensure that policies and procedures as well as training are aligned accordingly.

Job Description Summary

Reporting to the Clinic Director & Associate Dean and providing clinical and operational leadership.

To plan, develop, and implement all operational functions of the Dental Clinic including resource and financial planning, workflow, project management as well as managing employees and overseeing a variety of human resources and administrative activities.

Provides direction to faculty in strategic planning and provides advice on financial, human resources and administrative matters. A safe and efficient operating environment enables the Clinic to meet the needs of the students, patients and staff.

Organizational Status

Works in collaboration with the Clinic Director. Manages and provides leadership and guidance to staff. Assists faculty members and interacts strategically with clinic patients and dental students.

Work Performed

• Provide leadership and direction for operations management, planning, implementation and evaluation of services and activities related to utilization and risk management, and quality improvement of the clinic environment.
• Responsible for the planning and development of the overall mission and success of the clinic.
• Acts as a resource for the Clinic Director and staff on a variety of issues, including the interpretation policies and practices.
• Leads critical strategic, administrative, financial and operational issues; identifies strategic issues that require the intervention of the Clinic Director
• Conducts regular needs assessments of staffing requirements in conjunction with the Clinic Director and Operations Administrator to ensure efficient workflows are in place.
• Works in conjunction with the Senior Finance Manager to provide advice on resource allocation and use and to ensure the strategic direction of the Clinic is consistent with UBC and Faculty of Dentistry policies and procedures.
• Develops growth strategies to increase the clinic revenue.
• Ensures compliance, transparency and due diligence with Departmental finances by working with the Senior Finance Manager on internal audits. Identifies cost recovery and cost sharing opportunities.
• Ensures that technological changes with respect to clinic software and the impact thereof on the clinic teams and their respective work functions are aligned accordingly.
• Responsible for the design and implementation of long-term clinic human resources process and planning to achieve the overall mission and success of the unit. Provides advice on human resource policies and procedures, collective agreements and other relevant guidelines and processes.
• Establishes and maintains effective working relationships, and ongoing communications with staff, and other internal and external stakeholders.
• Responsible for the development and implementation of strategies and staff training initiatives to ensure effective staff orientation, team building and ongoing staff development.
• Ensures relevant privacy protocols and legislation are adhered to as to ensure privacy and confidentiality of patient/client information and referral through a variety of systems, processes and positions are adhered to.
• Provides leadership of people to foster an environment that is supportive of engagement, innovation, individual and team achievements and the provision of safe, quality care.
• Recruits people, provides leadership and mentorship on individual leadership and development plans, and provides regular, ongoing, clear and meaningful feedback to provide recognition and to address performance improvement.
• Reviews key workplace indicators in areas such as retention, engagement, safety, absenteeism and overtime, and establishes department objectives and action plans.
• Identifies risks and devises action plans in terms of clinical and department stated outcomes.
• Identify, establish and report on key performance indicators that will demonstrate process improvements in each area.
• Perform root cause analysis and develops effective improvement solutions.
• Develops and implements essential service contingency plans.
• Responsible for ensuring the security of all clinical areas in conjunction with the Sr. Facilities Manager by providing stakeholders with information regarding clinic security and accessibility.
• Liaise with campus units (i.e. Building Operations, Campus Security, Health & Safety, Human Resources, RTW/SAW etc.) to facilitate seamless operations.
• Ensures the Clinic Director is informed of and aware of significant events and activities in their area of responsibility.
• Maintains ongoing awareness of University policies and practices and provides interpretation, advice and guidance to faculty and staff.
• Develops reports including accreditation reports and various other annual or monthly reports.
• Accumulates, assembles, analyzes and prepares statistical data and reports on various activities of the Clinic.
• Assesses the need for and develops and implements administrative policies, practices and procedures.
• Role models visibility, availability, and approachability with all staff, faculty and clinic visitors.
• Provides feedback and detailed analysis on budget variances, and makes recommendations for corrective action.
• Manages special projects and initiatives as required.
• Supports the implementation of clinic renovations ensuring that disruptions to the clinic schedule are as minimal as possible.
• Responsible for hiring, discipline, evaluation and termination.
• Performs other related duties of the position as required.

Consequence of Error/Judgement

Work is performed with a high level of autonomy. The Senior Manager keeps the Director informed through ongoing communications. Effective management of operations specifically in the areas of human resources and leadership is critical in order to maintain operational effectiveness, and reputation both within and outside the University community. Considerable judgment and initiative is exercised in decision making involving implementation of policies, and in designing methods of organizing and utilizing resources, and in forecasting resources requirements, anticipating needs of staff.

Considerable accountability is required in the key areas of recruitment, selection and performance evaluation, reducing grievances, boosting morale, creating a respectful environment and promoting a positive work team.

Supervision Received

The position reports directly to and works closely with the Clinic Director. Works closely with a team of staff supervisors and the Operations Manager. This position may also work closely with and provide support to various faculty members.

The incumbent is expected to work independently and effectively with a high level of autonomy and latitude. Overall objectives for the administration of activities are determined in consultation with the Director. Within those guidelines, the Manager works independently, determining priorities as necessary. The position requires a high degree of independent, executive decision making, ability to assess and implement work required, strong organizational skills and the ability to provide leadership and support.

Supervision Given

The position manages the Operations Administrator and a team of clerical staff, dental assistants, and technicians.

Minimum Qualifications

Willingness to respect diverse perspectives, including perspectives in conflict with one's own. Demonstrates a commitment to enhancing one's own awareness, knowledge, and skills related to equity, diversity, and inclusion.

Preferred Qualifications

Undergraduate degree in a relevant discipline. Minimum of five years experience or the equivalent combination of education and experience. Experience in a dental clinic or health care setting facilitating the management function is essential. MBA in Health Care Management Administration strongly preferred.

Minimum four years of related management experience in the areas of human resources and health care administration. Management experience in a multi-unionized environment. Experience with and knowledge of University policies and procedures in human resources and payroll preferred. Experience with axiUm software or other dental/medical enterprise software preferred. Experience with UBC systems including Workday an asset.

Ability to provide leadership and direction for operations management, workforce planning, business workflow, implementation and evaluation of services and activities.

Ability to practice the recognition, inclusion and support of diversity at all stages of engagement.

Demonstrated ability to understand available resources and technologies for the Clinic and keeping quality of patient care in the forefront of all operational and resource utilization decisions.

Demonstrated ability to facilitate, collaborate and negotiate for effective resolution of human resource issues.

Demonstrated ability to foster collaborative working relationships to support the Clinic and ongoing development of staff.

Knowledge of Clinic information systems applications, tools and concepts.

Ability to establish effective relationships with a variety of stakeholders, including unions in a highly agile work environment.

Effective organizational, interpersonal, leadership and supervisory skills.

Demonstrated ability to think conceptually, organize new tasks and resolve problems. Ability to take initiative, exercise discretion and judgment in complex situations.

Ability to work calmly under the pressure of critical deadlines or heavy volumes during peak periods in a busy clinic environment.

Ability to communicate effectively verbally and in writing.

Ability to effectively facilitate groups to achieve appropriate outcomes.

Understanding of the mission and structure of post-secondary education and patient care is essential.

Ability to interpret operational and human resources policies and procedures.

Computer experience to an intermediate level required (MS Office/365).