MARIA R. FUERTES
Phone: 951-***-**** firstname.lastname@example.org www.linkedin.com/in/maria-fuertes-opsxcellence HEALTHCARE OPERATIONS LEADER
Strategically Driving Growth Through Operational and Service Excellence Goal-oriented, growth-driven executive with
demonstrated success overseeing various
healthcare business operations while improving
efficiencies, increasing patient satisfaction and
driving revenue growth. Innovative strategist;
excels at creating, managing and implementing
scalable strategies and campaigns; recognized for
co-creating the Practice Operating Cycle ™ for
Collaborative change agent with strong
interpersonal skills, experienced in developing and managing cross-functional teams; leading external
client, vendor and strategic relationships. Adept in solving problems, introducing automation and
overcoming the unique challenges which arise in
healthcare and patient support environments.
Areas of Expertise:
• Revenue Growth Planning
• Business & Data Analytics
• Strategic Planning
• Strategic Partnership Development
• Metrics Based Practice Management
• Practice Management Operating Systems
• Costs Savings Strategies
• P&L and Budget Management
• Patient Experience Optimization
• Multi-site Management
• Customer Service & Support
• Staff Development, Team Building,
Training, Onboarding and Coaching
• Software Integration Management
Simply Dental Management, Hopkinton, MA (Jan 2020 - Oct 2020) Multispecialty DSO (orthodontics, pediatric and general dentistry) with 30 offices in MA, NH CT. Developed and led the company's reopening strategy, playbook, and training after several months of closure due to COVID-19, while following the ever-changing government and CDC guidelines.
Director of Operations
Managed operations in 16 general and pediatric dentistry offices through the COVID-19 pandemic; span of control included 18 direct reports, 29 dentists, and 92 team members.
Established SOPs, Management Operations meetings and orchestrated guidance in handling patient emergency calls and treatment through teledentistry, created case tracking system during practice closures.
Directed Marketing and IT departments in setting up patient communications through websites, social media, signage, texts, emails, and letters to explain the Company's safety processes and protocols.
Reduced open hygiene appointments from 12,500 to 400 from July - October through augmented online scheduling capabilities and targeted patient communication campaign.
Managed labor shortages and developed skill sets of existing team members to properly staff offices, support clinicians, and provide exemplary patient service levels. NEW ENGLAND MANAGEMENT SERVICES, INC., Bourne, MA (Oct 2017 – Present) Private equity-backed Dental Support Organization in the Greater Boston area; Manage day-to-day business operations comprising10 practices (8 GP, 1 GP/Pedo, 1 Ortho). Contributed to strategic plans; established sound policies and procedures; created dashboard of selected KPIs for continuous performance management, reporting and scalability. Improved company culture through communication of company initiatives, alignment of efforts and team inclusion. MARIA R. FUERTES PAGE 2 OF 3
Director of Operations
Recognized for developing and implementing the Practice Operating Cycle™; an operational excellence concept illustrating activities and workflow from the patient's perspective of the practice; used in 1:1 discussions with Practice Managers, team members and on-boarding of new team members.
Improved orthodontic YTD performance by 25% YOY
Increased 2019 exam to starts ratio by 18% from prior year
Increased Patient Google Review increased 257% in 9 mos.; steady rating of 4.9 stars
Engaged Practice Analytics (Dentrix and Eaglesoft), providing a near real-time analysis of practice operations; identifying actionable opportunities, creating weekly dashboard for senior management and board review, providing insights and tracking.
Led robust financial discussions with Practice Managers educating about P&Ls, arming them with concrete knowledge and insights about their practice revenue and expenses against projections
Uncovered billing issue with orthodontic starts recouping $32K from insurance companies
Instituted "Management Operating System" a cadence of actionable meetings including:
weekly Business Operations calls
monthly Practice Manager and Practice Team meetings
monthly 1:1 meetings of Doctors with Practice Managers
quarterly 1:1 meetings between Practice Managers and team members
consistent morning huddles in practices to ensure alignment
annual 360 performance and self review meetings and trainings HEARUSA, INC, Greater Los Angeles, Kern and Ventura Counties/San Diego, CA (Jul 2016 – Oct 2017) Recognized leader in hearing aids and hearing care with $16 million annual revenue committed to delivering the gold standard of hearing care solutions.
Managed 18 Audiology clinics. Improved clinic culture and behavior, coached clinicians and front staff on how to focus and execute on key performance intiatives, while ensuring quality, scheduling efficiency, increased patient satisfaction and revenue growth. RIVERSIDE DENTAL GROUP AND DENTAL ASSOCIATE OFFICES, Riverside, CA (Apr 2014 – June 2016) AMERICAN DENTAL PARTNERS OF CALIFORNIA, Riverside, CA (Oct 2000 – Mar 2014) Premier dental group with $37 million annual revenue committed to delivering the highest standards of personalized dental care. Managed Group business operations through the development of strong partnership relations with dental providers and practice staff resulting in being voted as #1 Best Dentist in the City of Riverside in 2015. Director of Operations (6 years)/Specialty Operations Manager (5 years)/Practice Manager (5 years)
Improved annual YOY revenue performance by successfully collaborating with practice managers and identifying plan shortfalls and opportunities to focus resources and efforts to achieve plan goals.
Created and enacted revenue growth strategies which increased 2015 YTD total company revenue by +6% and cash collections year-over-year by +12%. [Riverside Dental Group and Dental Associate Offices]
Drove revenue growth across three offices greater than 7% year-over-year increases, including an increase in revenues of 30% at one location. Engineered a turnaround through staff changes, added 1,824 provider hours from prior year, and increased marketing by expanding online presence and grassroots efforts. [Riverside Dental Group and Dental Associate Offices] MARIA R. FUERTES PAGE 3 OF 3
Served in simultaneous role of Office Manager for busiest office driving greatest revenue and profit margin in the group (comprised of 2 floors, all specialties, 28 operatories).
Successfully collaborated with Practice Managers and staff to analyze the effectiveness of strategic business plan, including the implementation of key initiatives which led to the addition of new business and increasing YOY revenue with specialty dentistry in 4 of 7 offices.
Improved performance of practice staff by developing/implementing a People Development program on effective recruiting, interviewing, and new hire orientation; crafted the Practice Operation and Revenue Management Cycles to train/educate new employees on day-to-day operations of a modern dental practice.
Managed re-accreditation process with the Accreditation Association of Ambulatory Health Care
(AAAHC) in 2007 and 2010 – attaining three years of accreditation (the longest term granted by the AAAHC and the most awarded in group’s history). [American Dental Partners of California] WESTERN DENTAL, Fontana, CA (June 1997 – Oct 2000) Patient Care Manager / Office Manager
Developed and enacted new patient schedule systems, decreasing wait time; oversaw opening of new Orthodontic office; trained dental assistants and admin staff in patient care experiences.
Selected to oversee special project at a pre-existing orthodontic office in Fontana, CA. Improved office culture from high volume managed care to a private practice atomosphere, increased overall morale, patient satisfaction and revenue growth.
Successfully increased revenue, improved customer service, and drove growth for two offices in Claremont and Chino, CA.
Trained Dental Assistants and Administrative staff, in overall patient care and implemented strategies to reduce patient turnover.
EARLY CAREER EXPERIENCE
Disney Store – Store Manager
Judy Inc., / Petrie Stores Corporation – District Manager
Bank of America – New Accounts Representative