Crystle Thomas
Pflugerville,TX
Summary
Experienced Regional Operations Manager with a proven track record of delivering cost-effective and high-performance solutions to meet challenging business demands. Adaptable and versatile to oversee multiple locations. Exceptionally skilled at motivating location managers to perform duties and achieve highest potential.
Overview
21
21
years of professional experience
Work History
Operations Manager
Apex Dental Partners
Leander, TX
01.2021 - Current
- Manage day-to-day operations, collections, and office production for staff of 26
- Directly support dentists in their growth, development, setting challenging but achievable ADP goals. Manage and ensure overall quality of patient experience by maintaining company culture
- Support and build interpersonal relationships between patients and the office
- Developed close working relationships with front office and back office staff.
- Address and quickly solve all disputes within the work force, patients and insurance agencies
- Streamlined communication and applications by implementing paperless systems and intra-office communication systems
- Successfully executed a plan of expansion by adding on a specialty services team
- Oversight of additional expansion plans to add on an additional 6 operatories to an 11 operatory practice and secure additional clinical staff
- In charge of overseeing A/R, EOM, P&L, and EBITDA reports
- Set, enforced and optimized internal policies to maintain responsiveness to demands.
- Identified and resolved unauthorized, unsafe or ineffective practices.
- Devised processes to boost patient retention and new patient numbers in turn increase profit levels.
- Partnered with vendors and suppliers to effectively manage and budget.
- Assessed processes and procedures, complying with OSHA and HIPAA regulations.
- Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
- Fostered excellence by example by "setting pace" and being hands on mentor to clinical staff.
- Implemented best practice standards for billing resulting in substantial reduction of accounts receivable delays.
- Successfully negotiated insurance contract renewals to create increased revenue.
Consultant
Self Employed Services
Austin, TX
06.2018 - Current
- Work with start up DSO, private practices and established practices
- Develop a “treatment plan” based on financial evaluation, intake interviews with the doctors/owners of practice and onsite review of the staff protocols and practices
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
- Develop a strategic marketing plan to create a new patient growth opportunity, devised processes to boost patient retention success and increase profit levels.
- Strengthen and restructure processes in front of the house with patient experience being priority
- Mentor and coach financial coordinators to overcome financial barriers and roadblocks
- Restore and implement core values and team building development for better communication skills
- Evaluated situations and delivered targeted solutions using various tools and resources.
- Led corrective action plans, procedure development, staff performance reviews and training programs.
- Devised strategies to improve organization efficiency and optimize group management.
- Wrote and realigned functional specifications, feasibility analysis and requirements definitions to facilitate smooth and efficient improvement strategies.
Multi-Site Operations Manager
Lydian dental
Austin, TX
03.2019 - 06.2020
- Weekly travel to each Austin location, and monthly travel to Arizona locations as needed
- Liaison between doctor and staff regarding assignments and performance
- Directly support dentists in their growth, development, setting challenging but achievable ADP goals.
- Manage and ensure overall quality of patient experience by maintaining our company culture throughout each location
- Support each assistant manager in team building and monthly staff meetings
- Gather and analyzed reports from management teams: weekly AR, KPI's, Balance sheets, EOD and EOM
- Monitor metrics, P&L statements for each office, find gaps and strategize a plan of action with each management to eliminate areas of concern.
- Review quarterly EBIDTA metrics with operations teams and doctors
- Enhanced office performance by implementing proven management processes to increase in case acceptance from 50% to 90%
- Successfully achieved revenue increased revenue on an upward scale of 40% with successful management of patient scheduling, receivables and miscellaneous operations expenses.
- Increased and stimulated new patient growth by supporting sales, marketing and promotional programs.
- Successfully executed a plan of expansion from a one doctor, two hygiene practice to two full time doctors, three full time hygienists and specialty doctors within a year's time frame at multiple locations
- Address and quickly solve all disputes within the work force, patients and insurance agencies beyond the scope of the assistant manager abilities
- Recruited, hired and trained initial personnel, working to establish key internal functions and outline scope of positions for the organization.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Directed management meetings to enhance collaboration and maintain culture based on trust and group problem-solving.
- Developed and updated policies and procedures, maintaining compliance with statutory, regulatory and local, state and federal guidelines relating to HIPAA, benefits administration and general liability.
Traveling Multi-Specialty Manager
Strive Dental Management, formerly RDG
08.2018 - 03.2019
- Supervised and led team of Specialty doctors, assistants and support staff of 15.
- Restructured company forms streamlining office communications and protocols.
- Reviewed insurance eligibility and completed process for pre-authorizations when needed for PPO and HMO.
- Prepared dental and medical insurance claim forms, explained benefits and outlined pricing details for procedures and services.
- Oversight of revising, negotiating and re-credentialing our contracts with major insurances yearly.
- Created a contract with each specialist on % pay-scale, assisted in payroll, and kept records of each specialty day to ensure production goals were meant or exceeded
- Achieved revenue goals with successful management of patient scheduling, receivables and miscellaneous operations expenses.
- Worked with operations team to evaluate AR, KPI's, Balance sheets, EOD and EOM
- Monitor metrics, P&L statements for each office, find gaps and strategize a plan of action with each management to eliminate areas of concern.
- Maintained patient data with required regulatory chart documents, personal information and treatment consultation documentation.
- Presented treatment plans, closed cases and 3rd party financing
- Travel to 4 different locations in the Austin area to maintain the doctors' schedules and production
- Reviewed end of day reports, prepared bank deposits and posted daily revenues to stay on top of administrative demands.
- Recruited, hired and developed office teams to offer best-in-class patient care.
- Oversaw facilities and equipment cleanliness and safety for optimal patient protections.
Assistant Manager
Pacific Dental Services
01.2014 - 08.2018
- Evaluate, and implement office protocols and procedures to improve efficiency of workflow, create "team" environment and ensure patient satisfaction
- Work with management, and staff to ensure perfect patient experience
- Ensure commitment to financial arrangement protocols
- Ensure family roundup, ccx portal and RI's were addressed daily
- Provide feedback regarding specific tactics that change financial and patient's outcomes
- Trained and mentored financial coordinators to ensure case acceptance and overcome financial road blocks
- Held morning huddles for the staff to go over daily Xp, schedules and production/ADP goals to date
- Followed up with past due balances, pending treatment and organized monthly call parties
- Read, analyze and interpret common insurance plans and financial information
Multi-Specialty Manager
Cunning Dental
06.2012 - 02.2014
- Supervised and led team of Specialty doctors, assistants and support staff of 10.
- Onboarded new employees with training and new hire documentation.
- Delivered feedback to decision-makers regarding employee performance and training needs.
- Specialized in A04 department, sales and scheduling
- Prepared dental and medical insurance claim forms, explained benefits and outlined pricing details for procedures and services.
- Oversight of revising, negotiating and re-credentialing our contracts with major insurances yearly.
- Created a contract with each specialist on % pay-scale, assisted in payroll, and kept records of each specialty day to ensure production goals were meant or exceeded
- Achieved revenue goals with successful management of patient scheduling, receivables and miscellaneous operations expenses.
- Maintained patient data with required regulatory chart documents, personal information and treatment consultation documentation.
- Presented treatment plans, closed cases and 3rd party financing
- Reviewed end of day reports, prepared bank deposits and posted daily revenues to stay on top of administrative demands.
- Oversaw facilities and equipment cleanliness and safety for optimal patient protections.
Regional Multi-Specialty Manager
Creative Smiles
11.2008 - 06.2012
- Traveled to three different locations Newport, Tustin and Fullerton oversee the doctors' schedules and production
- Supervised and led team of Specialty doctors, assistants and support staff
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Liaison between doctor and staff regarding assignments and performance. Maximized performance by monitoring daily activities and mentoring team members.
- Supported the culture and built interpersonal relationships between patients and the office. Implemented additional training for staff and quarterly team building per office
- Onboarded new employees with training and new hire documentation.
- Delivered feedback to decision-makers regarding employee performance and training needs.
- Oversight of revising, negotiating and re-credentialing our contracts with major insurances yearly.
- Created a contract with each specialist on % pay-scale, assisted in payroll, and kept records of each specialty day to ensure production goals were meant or exceeded
- Achieved revenue goals with successful management of patient scheduling, receivables and miscellaneous operations expenses.
- Maintained patient data with required regulatory chart documents, personal information and treatment consultation documentation.
- Presented treatment plans, closed cases and 3rd party financing
- Reviewed end of day reports, prepared bank deposits and posted daily revenues to stay on top of administrative demands.
- Oversaw facilities and equipment cleanliness and safety for optimal patient protections.
- Coached treatment coordinators in presentation of treatment plans, closing cases and 3rd party financing
- In charge of overseeing A/P & A/R; P&L reports; EOM reports
OFFICE MANAGER
SMILE FAMILY DENTAL
10.2004 - 11.2008
- Supported & maintained overall day-to-day operations, collections, and office production
- Managed clinical coordinators, front office administration and dental assistants
- Liaison between doctor and staff regarding assignments, clinical priorities, and performance
- Reviewed quality of patient charts, clinical notations, and treatment authorizations
- Tracked attendance and produced reports supporting company guidelines and protocols
- Supported and built interpersonal relationships between patients and the office
- Restructured and developed company documents streamlining office communications
- In charge of overseeing A/R, P&L,EOM reports
Education
Bachelor's - Business Administration And Management
Southern New Hampshire University
Hooksett, NHSkills
- Multi-Office Management
- Performance and Risk Management
- Staff Development and Training
- Finance and Budget Planning
- P&L Management
- PMS systems: QSI, CPS, Eagle Soft, Dolphin, Open Dental, Dentrix Ascend, Dentrix
- Microsoft Works
- Strong dental terminology and billing processes
- Recruitment and Hiring
- Highly organized with attention to detail
- Excellent Verbal and Written Communication
- Analytical and Critical Thinking skills
Timeline
Operations Manager
Apex Dental Partners
01.2021 - Current
Multi-Site Operations Manager
Lydian dental
03.2019 - 06.2020
Traveling Multi-Specialty Manager
Strive Dental Management, formerly RDG
08.2018 - 03.2019
Consultant
Self Employed Services
06.2018 - Current
Assistant Manager
Pacific Dental Services
01.2014 - 08.2018
Multi-Specialty Manager
Cunning Dental
06.2012 - 02.2014
Regional Multi-Specialty Manager
Creative Smiles
11.2008 - 06.2012
OFFICE MANAGER
SMILE FAMILY DENTAL
10.2004 - 11.2008
Bachelor's - Business Administration And Management
Southern New Hampshire University
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