Reporting to the CEO, I lead overall strategy, optimization and implementation guidance of end-to-end revenue cycle operations. Duties and responsibilities include decisions related to investments and changes in net revenue enhancement tactics, software applications, outsourcing vendors (on and offshore), recovery projects, payor relations, contract and fee negotiations, credentialing, and other interventions to increase and collect the net revenue associated with patient services delivered across all of SDM's network.

Reporting to the CEO, I led overall strategy, optimization and implementation guidance of end-to-end revenue cycle operations required for payor relations, patient financial services, and overall collection of patient service revenues across the revenue cycle. Duties and responsibilities included decisions related to investments and changes in net revenue enhancement tactics, software applications, outsourcing vendors, recovery projects, and other interventions to collect the net revenue associated with patient services delivered in 109 dental practices.

Provided departmental and corporate support leadership and oversight for company-wide programs, policies, procedures, and operations of Revenue Cycle. Responsibilities were to improve the end-to-end assurance of cost and revenue from its source to the end of the billing cycle, within a controls environment across all Coast’s network of offices and to provide consultative direction for the team towards predetermined long-range goals and objectives.

Provided support to multiple levels of leadership within corporate and field teams, including Office Managers, District Managers, Regional Vice Presidents, and the President and Vice-Chairman, audited and analyzed revenue targets, operational processes and expense controls for assigned practices, identified areas of opportunity where cost standards were not met to problem solve and correct in concert with Regional Vice President, District Managers and Office Managers. Utilized predictive scheduling to assist with appropriate staffing levels and expense controls. Communicated with Regional Vice Presidents, District Managers and Office Managers to update schedules accordingly. Coached, trained, and directed team members utilizing sound operating principles and company policies and procedures. Partnered with Learning and Development to develop training content for new and existing team members. Acted as a subject matter expert on practice initiatives, Established and managed a third-party call center to build and develop hygiene schedules. Served as the Representative of Operations on the Quality Assurance Performance Improvement Committee. Act as Regional Vice President in absence of a Regional Vice President, as needed.

Audit, analyze revenue targets, operational processes and expense controls for assigned practices in territory (San Diego, CA, Las Vegas, NV and Tampa, FL); review daily production schedule with office managers to assist with appropriate staffing levels and expense controls; develop, train and direct team members utilizing sound operating principles and company policies and procedures; apply the company employee relation’s policies in all dealing with employees; determine cause of low performance from available data and reports and take appropriate action to determine and execute a course of action; study operations where cost standards are not met to problem solve and correct in concert with office managers; coach and develop teamwork in the practices to attain regional objectives; ensure good housekeeping at the practice level and conduct or ensure completion of safety audits in assigned practices.

Provide training to newly hired office managers – onboarding, provide training and coaching to existing office managers to improve performance, create and distribute reports to field management on training performed, partner with Learning and Development Content Manager to develop and update online and print training content for new and existing team members, act as subject matter on office manager- related initiatives; providing information about company protocols, written policies, product and procedure guides, training materials or online modules, and develop and present training using a variety of instructional methods including: classroom training, demonstrations, on-the-job training, meetings and workshops.

Reside as the expert on job knowledge such as filing insurance, understanding and reviewing office software, presenting treatment plans, reviewing and training on Accounts Receivable, responsible for daily deposits, training and reviewing patient financing/credit, train and ensure effective customer service skills, accountable for building a productive schedule in order to meet monthly goals, enter and present treatment plans, handle all patient complaints, train or arrange for staff training, assure timeliness and accuracy of all paperwork, review payroll for office, oversee supplies/inventory and assure cost effectiveness, and manage retention of staff.

Accounts Receivable, send patients to collections, check in and out, file medical and dental insurance claims, submit pre-determination/pre-treatment letters and claims to insurance companies, check insurance claim statuses, handle all patient inquiries regarding insurance status, apply insurance payments to individual accounts, appointment scheduling, marketing, and event planning.