Retail Operations Lead

pet smart; Whitby; On-site; CAD 42,000 - 55,000; Full time

Job summary

Pet Smart Oshawa is seeking an experienced office supervisor to manage daily operations in our dental support office. The role oversees staff, assigns schedules, and ensures compliance with privacy and health standards.

Responsibilities include coordinating patient flow, handling administrative tasks, assisting at the front desk, and supporting regional management with reporting and office upkeep. Full-time position based in Oshawa, Ontario.

Qualifications

• Experience in office supervision and staff coordination.
• Knowledge of privacy and health regulations applicable to dental offices.
• Ability to manage patient flow and Front Desk operations.

Responsibilities

• Oversees staffing and ensures staff understand their role and policies.
• Acts as liaison between Associates and patients, resolves conflicts.
• Manages onboarding, recruitment support, and HR offboarding processes.
• Oversees office opening/closing, inventory control, and cost reductions.
• Handles administrative tasks including deposits, invoicing, A/R, and communications.
• Maintains patient data per regulations and company policies, ensuring privacy.
• Maintains professionalism, quality assurance, and compliance with PHIPA and IPAC.
• Represents office in meetings and provides management reports as needed.
• Ensures clinic is stocked, operational, and supports marketing initiatives.
• Maintains safe, clean environment and manages patient scheduling and flow.

Job description

CA$17.95 hourly

Permanent

Colonel Sam Drive, Oshawa, Ontario L1H 8W8.

CA$33.09 hourly

Full-time

CA$15.00 hourly

Full-time +1

CA$21.00–CA$25.00 hourly

Temporary

CA$42,003.00–CA$55,444.00 yearly

Full-time

The responsibilities include, but are not limited to, the following:

Staff Supervision:

• Oversees staffing and ensures that each staff member understands the scope of his/her position and policies within the company, and that they receive appropriate and constructive criticism and/or training when necessary.
• Acts as a liaison between Associates and patients.
• Responds to conflict and provide conflict resolution.
• Identifies and recognizes employees who may have successful career development opportunities in the company. Communicates this information to HR.
• Assists the Office Manager in maintaining staff schedules, ensuring that a position is temporarily covered appropriately in the case of an absent staff member, and keeping an eye on reducing employee overtime as well (informing the Regional Office Manager when needed).
• Call management - Ensures dental receptionists are managing calls effectively, returning calls, identifying training where needed.
• Participates in the recruitment process with Human Resources, identifies staffing needs prospectively, and as they may arise. Helps to facilitate onboarding and training, and also participates in offboarding and dismissal protocol with Human Resources.

Operational Supervision:

• Assists the Regional Office Manager in overseeing production and expenditure.
• Opens and closes the office, as required.
• Ensures inventory control and supports cost reductions.
• Completes administrative functions including bank deposits, invoice processing, supporting A/R, maintaining office email and mail, preparing estimates for insurance as required, working in the front desk, and dental assisting when needed.
• Maintains patient data according to regulations and company policies, ensuring that records are stored securely and in compliance with privacy and security regulations.
• Maintains a high level of professionalism in offices and motivates staff.
• Maintains quality assurance with respect to dental procedures, customer service, sterilization techniques, and health standards. Ensures compliance with PHIPA, IPAC, and all relevant guidelines.
• Represents office at corporate and management meetings, where required.
• Provides management and corporate reports where necessary (including, but not limited to, production summaries, A/R aging reports, Write-off/adjustment reports, Collection/Deposit reports, inventory counts, new patient reports, etc.).
• Ensures clinic is stocked and operational, communicating any needs to the Regional Office Manager.
• Supports marketing and promotional initiatives.
• Takes responsibility for the appearance and functionality of the office, ensuring a safe, professional, and clean environment.
• Works with management across the company if assistance or insight is needed.
• Sets the standard for communication with patients, responding efficiently and appropriately to patient needs and inquiries, and establishing relationships where possible.
• Takes responsibility for the smooth and efficient flow of patients and handles any situation that may be slowing or stopping patient flow.
• Manages patient scheduling and directs patient traffic flow. Oversees that new patient intake is completely full.
• Presents treatment plans to patients when needed.
• Educates patients whenever possible and appropriate and ensures that all staff members are educating patients appropriately.
• Resolves patient issues in accordance with company policies and procedures, healthcare regulations, and dental board standards.