Why You’ll Love This Job
About OFFOR Health
At OFFOR Health we start with people. We are humanizing the healthcare experience by putting people first and understanding as much as we can about those we serve. We are on a mission to reimagine outdated healthcare models to accelerate access to care for those who are underserved and under-resourced.
OFFOR Health was founded by a team of dedicated board-certified anesthesiologists looking for a better way to deliver surgical care in dental practices. Headquartered in Columbus, Ohio with Care Teams in five states. We are a healthcare service company always looking for new and innovative ways to provide accessible and affordable healthcare in underserved communities for the underinsured. We start with yes, think differently, collaborate radically and constantly search for barriers to breakdown and reinvent how healthcare is accessed. For more information on OFFOR Health, please visit www.offorhealth.com
Position Summary
The Partner Success Manager (PSM) is responsible for building, maintaining, and growing relationships with new and existing SmileMD Dental Office Partners (DOP’s) in their assigned region(s). This is accomplished through relationship development that focuses in four key areas:
- This position is Remote but requires the individual to be located in the Lexington, KY, Louisville, KY, or Cincinnati, OH area
- Building a seamless wonderful experience for DOP’s, patients, and their families.
- Identifying challenges/issues for both SmileMD and DOP’s to enhance and build upon the SmileMD care delivery system.
- Assist with identifying, vetting, and onboarding dental practices in their assigned region(s).
- Working with DOP’s to ensure understanding of SmileMD processes, procedures, and mutual expectations within the partnership.
- Collaborate with DOP’s to optimize case days and volume to better serve patients and families of existing DOP’s.
Success in the PSM role will require both in-person and virtual communications to provide operational guidance, understand and address DOP specific challenges and opportunities, and working with SmileMD clinical and administrative teams to facilitate change to better serve DOP’s, patients, and their families.
Additionally, the PSM will be responsible for preparing quarterly reports of performance for all DOP’s to identify strengths and opportunities for both the DOP and SmileMD working collaboratively to address opportunities with both DOP’s and SmileMD, respectively. Lastly, the PSM will be instrumental in the identification, vetting, selling/closing, and onboarding of dental practices within their assigned region(s).
Job Duties and Responsibilities
To perform in this position successfully, an individual must be able to perform each key responsibility satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Other duties may be assigned to meet business needs.
- Build and foster strong, lasting relationships with existing DOP’s to become a trusted partner in their business’s growth and success as well as the success of SmileMD.
- Establish and nurture relationships with stakeholders within partner organizations to understand their objectives and create mutual expectations around performance, growth, and ongoing partnership.
- Focus on ensuring high levels of partner satisfaction and retention by consistently delivering exceptional service and support.
- Consistently respond to and follow up on concerns or requests from DOP’s collaborating with SmileMD teams to improve individual, regional, and organizational performance.
- Identify gaps in implementation, services, support, or partner needs and take proactive measures to address in the short-term and facilitate improvement throughout the entire Customer & Success Growth team.
- Prepare and present quarterly reports on DOP performance to include metrics and key insights to be shared with both the DOP as well as the broader SmileMD clinical and administrative teams within assigned region.
- Serve as the communication hub for all partner requests and issue escalations providing leadership and resolutions in an efficient and effective manner leveraging SmileMD teams to improve operational and organizational performance.
- Assist the Regional Clinical Operations Managers (RCOMs) with organizing, optimizing, and implementing the monthly schedule maximizing available clinical care team and provider utilization to address market opportunity and planned growth initiatives.
- In collaboration with the sales and growth teams, identify, vet, and onboard dental practices who best fit the SmileMD care model and needs to facilitate growth and expansion of assigned region(s).
- Be consistently available via Teams and by phone/email during working hours to allow for rapid response to issues and concerns from DOP’s and SmileMD teams to ensure daily clinical operations face minimal disruption.
Qualifications
Education and Experience Requirements
- Bachelor’s degree in Business Administration, Marketing, or a related field (or equivalent work experience).
- 3-5+ years of partner relationship management, key account management, or a similar role.
Knowledge, Skills and Abilities
- Excellent communication and interpersonal skills to build rapport and credibility with partners and internal teams.
- Strong analytical and problem-solving abilities to identify opportunities for improvement and growth.
- Ability to work independently and collaboratively in a fast-paced environment.
- Customer-focused mindset with a passion for delivering exceptional service.
- Proficiency in CRM software, such as Monday, HubSpot or other similar tools.
- Familiarity in Microsoft suite including Outlook and Teams.
- Strong organizational skills to manage multiple partners and tasks efficiently.
- Demonstrated ability to handle challenging situations with diplomacy and tact.
- Ability to travel to offices once per quarter, as needed.
- Flexibility and adaptability to respond to changing partner needs and business priorities.
- Strong ethical standards and the ability to maintain confidentiality.
- Willingness to undergo background checks, drug screenings, and comply with relevant health regulations.
Network Requirements
- High-speed internet with a minimum download speed of 25 Mbps and a minimum upload speed of 5 Mbps
OFFOR Health Benefits
OFFOR Health currently offers full competitive employee benefits including medical, dental and vision insurance, LTD, STD and Group Life insurance, 401(k) retirement plan, flexible time off and paid holidays.
OFFOR Health does not discriminate on the basis of actual or perceived race, religion, color, national origin, ancestry, disability, medical condition, marital status, sex, age, sexual orientation, gender identity or expression, family responsibility, personal appearance, genetic information, matriculation, political affiliation, or any other status protected under law.
Type: Full Time (Salaried)
Job ID: 137931