Crystle Thomas
Liberty Hill,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
19
19
years of professional experience
Work History
Director of Operations
Enamel Dentistry
05.2023 - Current
- Oversee 8 locations in Austin, Tx with a staff of 85+, annual revenue of $15 million
- Improved operational efficiency by streamlining processes and implementing innovative solutions.
- Led cross-functional teams for successful completion of projects, resulting in increased productivity.
- Developed and executed strategic plans to achieve organizational goals and drive sustainable growth.
- Managed budgets and resources, optimizing allocation for maximum impact on business objectives.
- Oversaw daily operations across multiple departments, ensuring seamless coordination and efficient execution of tasks.
- Identified opportunities for cost reduction and process improvement, implementing changes that resulted in significant savings.
- Conducted regular performance reviews to assess team progress, providing constructive feedback and guidance for continuous improvement.
- Developed systems and procedures to improve operational quality and team efficiency.
- Defined, implemented, and revised operational policies and guidelines.
- Spearheaded implementation of process improvements and cost-saving initiatives to increase value and maximize profits.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
Regional Practice Support Manager
Corus
07.2022 - 03.2023
- Oversee Pacific Western US region 200+ staff, revenue of $75 million annually
- Participate and lead regularly scheduled meetings with respected parties for weekly level 10, QBR and others as needed
- Participates in senior level management meetings to determine business objectives, strategic planning, and operational forecasting for the company each fiscal year
- Participate and support development of various operational toolkits to ensure best practices were implemented in partner practices company wide
- Provide monthly scorecards, analyze financial and operational metrics, and create recommendations/ actions plans to attain fiscal goals proactively
- Provide day to day leadership and development management to the region that mirrors the adopted mission and core values of the company
- Collaborate with clinicians and management in assigned territory to develop and implement plans for operational infrastructure of systems, processes and personnel designed to accommodate YOY growth objectives
- Onboarded new partner practices to the network within the assigned territory, performed an operational diagnostic and established performance objectives Leveraged data and analytics to make informed decisions and drive business improvements.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Operations Manager
Apex Dental Partners
01.2021 - 07.2022
- Manage day-to-day operations, collections, and office production for staff of 26
- Directly support dentists in their growth and development, implemented challenging but achievable ADP goals to drive YOY growth
- Successfully executed a plan of expansion by adding on specialty services team increasing annual revenue from 5.5 million to 6.5 million in one year's time
- Oversight of additional expansion plans to add on an additional 6 operatories to an 11 operatory practice and secure additional clinical staff
- Manage and ensure overall quality of patient experience by maintaining company culture
- Worked with senior management to improve and maintain operational and financial efficiency through A/R, P&L, and EBITDA reports
- Support and build interpersonal relationships between patients and the office
- Streamlined communication and applications by implementing paperless systems and intra-office communication systems
- Set, enforced, and optimized internal policies to maintain responsiveness to demands
- 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
06.2018 - 07.2022
- Work with startup 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
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 to create YOY growth.
- 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.
Multi-Specialty Manager
Strive Dental Management, 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 RIs 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 roadblocks
- 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
Operations 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 2
Education
Bachelor of Arts - Business Administration
Southern New Hampshire University
Hooksett, NHSkills
- Project Management
- Operational Efficiency
- Staff Management
- Team Development
- Business Analysis
- Financial Forecasting
Timeline
Director of Operations
Enamel Dentistry
05.2023 - Current
Regional Practice Support Manager
Corus
07.2022 - 03.2023
Operations Manager
Apex Dental Partners
01.2021 - 07.2022
Multi-Site Operations Manager
Lydian dental
03.2019 - 06.2020
Multi-Specialty Manager
Strive Dental Management, RDG
08.2018 - 03.2019
Consultant
Self Employed Services
06.2018 - 07.2022
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
Operations Manager
Smile Family Dental
10.2004 - 11.2008
Bachelor of Arts - Business Administration
Southern New Hampshire University
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