Tiffany Howard
Greenwood,IN
Summary
Experienced Director of Operations proficient in managing with exceptional team supervision, project coordination and analytical problem-solving skills. Optimizes resources used to achieve challenging targets. Diplomatic in resolving disputes and coordinating diverse teams.
Overview
14
14
years of professional experience
Work History
Director of Operations
Mid America Health
05.2023 - 05.2024
- Achieved the highest number of fulfilled clinic days in the division's history
- Recruited, trained, and appointed a Clinical Director position to enhance the division's clinic program, immediately reducing off-site referrals by 67%
- Expeditiously hired, onboarded, trained, and maintained coaching and development of fifteen additional new dentists and dental assistants within six months as a result of rapid cycle growth
- Restructured employee routes to reduce travel distances, increasing a better work/life balance for staff, and reducing cancellations
- Revamped verbiage used in all standard service contracts to ensure advantageous to both client and MAH
- Increased contract pricing by 25-30% for all existing contracts, while also retaining 97% of the clientele
- Successfully implemented innovative equipment items that enhanced clinic production and reduced expenditures by 75% per unit, saving the company over $145K in just four months
- Obtained 35% growth in new contracts including three new states
- Created a “Preferred Dental Vendor Agreement” that “pays back clients” with a monetary rebate annually
- Strengthened operations by utilizing six sigma and root cause analysis tools to improve processes and eliminate waste
- Transitioned division from paper statistics into an electronic reporting system
- Developed and implemented an auditing plan for clinical leadership to conduct routinely on field staff operations
- Established a quarterly newsletter to better engage geographically dispersed team to the corporate office team
- Implemented quarterly zoom meetings to encourage feedback and open discussion from field team
- Through effective communication and leadership, managed a team of thirty geographically dispersed dental professionals that serviced 137 clients in eight states, providing dental care to over 80,000 annually
- Lead a highly efficient team through fostering growth, open feedback, and cultivating a work environment of both teamwork and autonomy to attain goals
- Invented a sales bonus plan for field staff soliciting services to prospective clients
- Designed an appealing employee tenure bonus for recruiting and retention
- Exhibited at state and national conferences to strengthen and build new business relationships and generate sales.
Operations Manager
Mid America Health
04.2016 - 04.2023
- Promoted to Operations Manager after two years
- Managed (3) statewide dental contracts totaling $15M in revenue and serving 120,000 patients annually
- Co-managed a team consisting of (80) dentists, hygienists, and assistants, (2) Clinical Directors, (3) Field Managers and (1) Operations Coordinator
- Increased retention of staff through employee engagement and development opportunities
- Found business opportunities resulting in (2) new contracts that provided $1M+ in added revenue
- Sought out new opportunities with existing clients that lead to a increase in services and $730K in additional revenue
- Led a $200k equipment replacement project in twelve facilities that significantly improved clinical operations and patient care
- Collaborated with software engineers to modernize company's cloud-based statistical platform, improving accuracy, and simplifying treatment entries
- Successfully negotiated a 5% increase in contract rates for three renewals
- Reduced off-site oral surgery referrals and costs, through employing Exodontists specializing in complex extractions
- Maintained an avg of 97% contract compliance rate by prioritizing treatment and revamping appointment setting practices.
Operations Coordinator
Mid America Health
09.2014 - 03.2016
- Successfully managed a supplies, equipment, and repair budget of $1M that
- Reduced operational costs by more than 23% in the first year through product substitution and reallocations, and an average of 10-15% for each subsequent year in this role
- Became subject matter expert in supplies, equipment, and repairs in the dental industry through research and demo training
- Developed and implemented budget tracking system for all clinics to eliminate overages, identify trends, and reallocate monies when necessary
- Seamlessly led a $2M project of converting film-based x-rays and equipment, to digital based x-rays and equipment for (28) clinics
- Implemented service reporting to keep management informed and ensure repairs completed expeditiously
- Provided oversight to 60+ clinics and their supplies, equipment, and repair needs
- Extensive knowledge and experience with identifying bid solicitations (RFPs), reading and understanding complex contract information, and aiding with drafting expert bid responses
- Assisted in managing five contracts and (25) dental professionals
- Created and managed monthly reports to clients.
Safety & Operations Specialist
SBM Maintenance Services, Eli Lilly Indianapolis Locations
02.2014 - 09.2014
Safety & Operations Specialist
Mitch Murch Maintenance Management, Eli Lilly Indianapolis
06.2010 - 02.2014
Education
MBA - Business
European Business School of Barcelona
Barcelona, Spain12.2024
Six Sigma Green Belt Certification - Lean Processes
Management & Strategy Institution
Downingtown, PA2019
Bachelor of Science - Business
Indiana Tech University
Fort Wayne, IN01.2016
OSHA 30-Hour – General Industry Certification360 Training -
University of South Florida
Tampa, FL2011
Root Cause Analysis Training -
Eli Lilly
Indianapolis, Indiana2011
Skills
- Leadership
- Problem Solving
- Decision Making
- Process Improvement
- Financial Management
- Curve Hero
- Salesforce
- Microsoft Office 365
- Communication
- Customer Service
- Analytical Skills
- Business Management
- People Skills
- Strategic Planning and Execution
- Operational Efficiency
- Operations Oversight
Timeline
Director of Operations
Mid America Health
05.2023 - 05.2024
Operations Manager
Mid America Health
04.2016 - 04.2023
Operations Coordinator
Mid America Health
09.2014 - 03.2016
Safety & Operations Specialist
SBM Maintenance Services, Eli Lilly Indianapolis Locations
02.2014 - 09.2014
Safety & Operations Specialist
Mitch Murch Maintenance Management, Eli Lilly Indianapolis
06.2010 - 02.2014
MBA - Business
European Business School of Barcelona
Six Sigma Green Belt Certification - Lean Processes
Management & Strategy Institution
Bachelor of Science - Business
Indiana Tech University
OSHA 30-Hour – General Industry Certification360 Training -
University of South Florida
Root Cause Analysis Training -
Eli Lilly
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