Rebecca Brown
Aurora,IL
Summary
Goal-oriented and accomplished professional with substantial experience in staff coaching and leadership, general management, and relationship development. Demonstrated success in implementing robust AR programs, employing SOPs, resolving dental practice issues, and ensuring exceptional customer service delivery. Strong leader excelling in hiring, training, empowering, and leading diverse teams, evaluating performance, and offering productive feedback for improvement. Passionate about employee success and growth, thriving in challenging environments. Expert in line management, performance evaluation, budget preparation, and stakeholder engagement. Proven expertise in staff recruitment and retention, team building and leadership, organizational development, project and change management, business management, strategic planning and analysis, relationship building, as well as SOPs and KPIs development.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Regional Director of Operations
P1 Dental Partners
08.2024 - Current
- Standardized operational procedures across all regional locations to ensure consistency in quality and performance.
- Ensured successful project completion by establishing clear objectives, milestones, and communication channels.
- Developed strong partnerships with key clients to expand business opportunities and drive revenue growth.
- Collaborated with other Regional Directors to share best practices, align strategies, and foster a spirit of teamwork across the organization.
- Enhanced employee satisfaction with targeted training programs and professional development opportunities.
- Provided regular updates on regional performance to senior leadership through comprehensive reporting and data-driven insights.
- Reduced expenditures for the region through cost analysis and effective budget management.
- Worked collaboratively with functional leaders to implement new procedures and corrective actions to improve quality.
- Championed new technology adoption within the region to enhance operational capabilities and improve overall efficiency levels.
- Led cross-functional teams to achieve company-wide goals and initiatives within the region.
- Set team and individual KPIs and provided regular, actionable feedback.
- Refined safety protocols at each location to minimize risk exposure for both employees'' well-being as well as company liability.
- Maintained compliance with industry regulations by staying up-to-date on best practices and implementing necessary changes in a timely manner.
- Coordinated regional marketing efforts to increase brand visibility and attract new customers within the targeted geographical area.
- Implemented process improvements that increased productivity while maintaining high levels of service quality.
- Built a cohesive regional team through effective recruitment, hiring, onboarding, and ongoing staff development efforts.
- Oversaw successful implementation of operational strategies and policies to drive organizational growth and productivity.
REGIONAL OPERATIONS MANAGER
IMAGEN DENTAL PARTNERS
05.2022 - 06.2024
- Provide operational leadership, direction, and administration to assigned practices in region while ensuring operational and financial success through ownership of the P & L
- Provided operational support to a network of dental practices.
- Collaborate with practice leadership to implement top-line growth initiatives, manage expenses, and execute operational plans
- Apply data centric approach using KPI’s to understand the business and growth drivers
- Participate in budget preparation process and implement practice improvements
- Implement performance improvement goals and initiatives to support achieving those goals at each practice
- Oversee practice administrators and key team members to serve as valuable resource in developing and executing practice level goals and support achieving annual budget/growth goals YOY
- Actively engage in staff recruitment, hiring, onboarding, performance reviews, and supervision
- Key Accomplishments
- Superseded annual growth goal of15%, landing at YOY growth of22% in first year
- On track for6th straight month this year to supersede regions’ budget
- Status:106% to annual budget of $25 million
- Region on track to hit YOY growth at15%
- Served as director of a2-office merger into a new7500 sq ft facility with17 ops; Implemented systems and supported merge of team of23 individuals; office at127% to annual budget of3.5 million
- Recently introduced endo specialty
- Implemented robust Recare program in region to achieve recare percentage at each practice equating to over80% total patients scheduled
- EBITDA restoration of $135K in first5 months of the year, by Implementing cost savings measures and implementing an expense management SOP at each practice
- Increased Case Acceptance at each practice to achieve level of Case Acceptance at over70% by implementing a Case Acceptance SOP with a tracking and reinstatement system
TEAM LEADER/PROJECT MANAGER
GRAND DENTAL
08.2020 - 05.2022
- Manage overall office operations and create a productive and healthy environment to boost staff moral and work efficiency
- Enrich patient and staff experience by uncovering opportunities to improve systems and workflows
- Initiate and direct new programs to increase bottom line and achieve/supersede office goals
- Foster relationships with staff and patient base
- Actively engage in staff recruitment, hiring, onboarding, and supervision
- Perform full patient base audit and implement effective reinstatement process
- Use P&L and monthly trend to identify areas of opportunity to achieve and supersede office goals
- Collaborate with practice to implement top-line growth initiatives, manage expenses, and execute operational plans
- Apply data centric approach using KPI’s to understand the business and growth drivers
- Key Accomplishments
- Achieve and supersede office production goal first two months in role for the first time ever since acquisition of practice in2017
- This in turn allowed for staff to attain monthly bonus for the first time, along with top tier bonus for the first time ever
- Upon my leaving the company, the office was on track to achieve and supersede monthly goal for15th consecutive month, each month superseding its predecessor and establishing a new monthly record
- YOY growth:127%
- Initiate and implement full patient base audit to effectively reinstate patients, allowing for an increased revenue averaging at $60K additional per month
- Identify opportunities to improve systems and achieve an increase in patient acceptance, taking the office from an average patient acceptance level of41% and increasing it to over90%
Regional Coach
Decision One Dental Partners
01.2019 - 05.2020
- Establish a productive and healthy environment to boost staff moral and work efficiency
- Operational Support of7 dental practices
- Plan and orchestrate training sessions and enforce company policies and procedures
- Enrich patient and staff experience by uncovering opportunities to improve systems
- Actively engage in staff recruitment, hiring, onboarding, performance reviews, and supervision
- Hold P&L and monthly trend accountability for each assigned office and overall region by identifying areas of opportunity and strategies for practice improvement
- Serve as Director of transition with new acquisitions
- Coordinate with Director of Operations on annual forecasting and budgeting of revenue and expenses of supported offices
- Bridge the communication gap between doctors, offices and the support center
- Key Accomplishments
- Improved profitability from6-11% to30% by applying a data centric approach using KPI’s and implementing systems/initiatives to execute operational plans
- Improved Google rating of an office that was facing significant struggles, from a2.8 to4.9 rating on a5-point scale by implementing a review/referral program within the practice and optimizing workflows to support a5-star patient experience
- Slashed expenditures and cut labor costs by5-15%, while boosting profitability by25%
- Implemented an effective AR program which brought +$100K back into the business from +60 days outstanding accounts within a quarter to achieve the office’s99% collection goal
Project Manager
Carl E HENLEY, DDS
09.2018 - 01.2019
- Manage overall office operations, including hiring a high-potential office manager
- Initiated and directed new programs to increase bottom line and attain monthly office goals
- Devised customized performance plan for each employee for performance maximization
- Interviewed, recruited, on-boarded, and trained highly skilled office staff
- Identified and fulfilled office needs and enhanced overall efficiency
- Employed reinstatement of patients and a successful morning huddle
- Actively involved in strategic scheduling, forecasting, and budget of monthly expenses
- Key Accomplishments
- Enabled office to achieve production goals, equaling an increase in production anywhere from $40K-$60K per month through a strategic scheduling goal structure
- Executed a robust AR program, which reduced AR by $80K within three months and outstanding AR to less than5%
- Developed an expense management SOP and implemented cost savings measures, allowing for a return of20-25% profitability to the practice
Field Operations Manager
Grand Dental Group
10.2016 - 05.2018
- Steered a team of80+ members and formulated SOPs focusing on quality, productivity, and growth for a multi-million-dollar dental corporation with seven practices in Chicago land
- Held overall accountability for seven offices, including creating an admin manual to establish SOPs across all locations, taking new initiatives, and setting up an onboarding/training program for all administrative and clinical positions
- Implemented and onboarded new departments within organization including HR, Clinical Management, HIPAA/OSHA, and Marketing
- Hold P & L accountability for all locations, identifying areas of opportunity and developing new systems to exceed operational goals and objectives
- Fostered relationships with all providers and managers
- Confirmed strict compliance to procedure and protocols in the office
- Uncovered office requirements and formulated strategies accordingly
- Ensured patient satisfaction by addressing their issue or concerns
- Key Accomplishments
- Increased production/collection numbers by20% from the previous year
- Hired, on-boarded, trained, and retained35 new hires within18 months
- Trained/Coached staff in achieving production and collection goals10 out of12 months
Special Project Manager
Dental Dreams
01.2015 - 01.2016
Office Manager
Carl E. Henley, DDS
01.2011 - 01.2015
Education
Associate of Science - Sales, Marketing, & Business Management
Waubonsee Community College
Sugar Grove, ILSkills
- Operational efficiency
- Data-driven decision making
- Workforce planning
- Cross-functional coordination
- Strategic planning and execution
- Leadership training
- Performance analysis
- Cost control
Certification
- CPR Certification
- OSHA Certified
Training
- IV Sedation Training, University of Illinois – Chicago, IL
- DMRT Licensing/Training, Nova University – Plantation, FL
- Nitrous Oxide Sedation Training
Timeline
Regional Director of Operations
P1 Dental Partners
08.2024 - Current
REGIONAL OPERATIONS MANAGER
IMAGEN DENTAL PARTNERS
05.2022 - 06.2024
TEAM LEADER/PROJECT MANAGER
GRAND DENTAL
08.2020 - 05.2022
Regional Coach
Decision One Dental Partners
01.2019 - 05.2020
Project Manager
Carl E HENLEY, DDS
09.2018 - 01.2019
Field Operations Manager
Grand Dental Group
10.2016 - 05.2018
Special Project Manager
Dental Dreams
01.2015 - 01.2016
Office Manager
Carl E. Henley, DDS
01.2011 - 01.2015
Associate of Science - Sales, Marketing, & Business Management
Waubonsee Community College
- CPR Certification
- OSHA Certified
Similar Profiles
Elyse CashenElyse Cashen
Dental Hygienist at St. John Dental Group - A P1 Dental Partner OfficeDental Hygienist at St. John Dental Group - A P1 Dental Partner Office
Jocelyn EstrellaJocelyn Estrella
Expanded Functions Dental Assistant at Peterson Family DentalExpanded Functions Dental Assistant at Peterson Family Dental
Riley AnglinRiley Anglin
Team Leader at Eassist Dental SolutionsTeam Leader at Eassist Dental Solutions