Andrew Gonzales
Maricopa
Summary
Knowledgeable Operations Director with proven track record in optimizing operational efficiency and streamlining processes. Successfully managed large teams and implemented strategic initiatives that improved productivity and reduced costs. Demonstrated leadership and problem-solving skills to drive continuous improvement and achieve organizational goals.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Director of Operations
United Dental Corporation
10.2024 - Current
- Oversee daily operations across 16 dental practices to ensure efficient business workflows and high-quality patient care
- Promoting strategic growth to scale organization to 50 practices within 2 years
- Provide strategic leadership and hands-on management to drive operational efficiency and performance
- Streamline systems and workflows to enhance productivity and service delivery
- Ensure compliance with regulatory and industry standards across all practices
- Develop and implement operational strategies aligned with organizational goals
- Lead process improvement initiatives and integrate best practices across locations
- Support staff development through training, mentorship, and learning programs
- Monitor key performance indicators (KPIs) to assess practice performance and identify areas for improvement
- Manage budgets and ensure financial targets are met without compromising patient care
- Foster cross-functional collaboration to solve operational challenges and elevate the patient experience
Regional Practice Manager of Operations
United Dental Corporation
07.2022 - 09.2024
- This role was an internal transfer within our current DSO group.
- Manage multiple practice locations
- Prepare, analyze, and present practice KPI's with business consultant and leadership team to identify successes and areas of improvement.
- Prepare and host monthly team meetings with each practice
- Identify key opportunities for growth and executing that within leadership team and team members within each practice location
- Onboarding and Offboarding of team members
- HR liaison for team members for conflict resolution, and promoting a positive and safe work environment
- Manage practice accounts receivable and payable
- Review P&L's on a monthly basis with leadership team and practice owner to ensure a positive practice EBITDA. Implementation of systems on areas of improvement if needed.
- Provide 1:1 coaching and training for all new and current team members; includes curriculum creation and execution. Ability to tailor training based on an individual or group setting while creating and providing resources beyond their training.
- Payroll processing for employees and doctors at each practice location
- Responsible for decision making to ensure the financial health of the practice, meanwhile taking into consideration patient ebb and flow, team member responsibility, and providing the utmost best patient care
- Strive for 15% growth year over year (baseline 10% industry standard). For 2023, each practice under my management had a net growth of 18%-24% growth.
Office Manager
Open Wide Dental
09.2021 - 07.2022
- This position was an internal transfer to another practice location from Chandler Ranch Dental
- Manage patient flow effectively to ensure the success of the practice
- Responsible for providers schedule with regards to future scheduling, and scheduling of treatment
- Manage Accounts Receivable and Payable
- Lead front office staff along with clinicians to ensure daily, monthly, and quarterly goals were met
- Treatment presentation to patients with a successful closing rate
- Analyze practice KPI's and incorporating them into day to day functions
- Provide training needs for all team members
- Prepare and present daily, and monthly team meetings in a tangible way for the success of the practice
- Liaison between practice owner and practice success consultant to analyze KPI's, develop training needs, and execute findings to team members and clinicians for practice success
Office Manager
Chandler Ranch Dental
06.2020 - 09.2021
- Manage patient flow effectively to ensure the success of the practice
- Responsible for providers schedule with regards to future scheduling, and scheduling of treatment
- Manage Accounts Receivable and Payable
- Lead front office staff along with clinicians to ensure daily, monthly, and quarterly goals were met
- Treatment presentation to patients with a successful closing rate
- Analyze practice KPI's and incorporating them into day to day functions
- Provide training needs for all team members
- Prepare and present daily, and monthly team meetings in a tangible way for the success of the practice
- Liaison between practice owner and practice success consultant to analyze KPI's, develop training needs, and execute findings to team members and clinicians for practice success
Lead Treatment Coordinator
Copper Canyon Dental
01.2019 - 06.2020
- Treatment Coordination/Scheduling for all patients including doctor and hygiene schedule
- Verification of all dental insurance, Manage dental insurance claims and aging
- Post dental insurance payments
- Provide ongoing training and development of new and current employees
- Ensure monthly collections, production, and procedure goals were met
- Collection of patient copay's at the time of service
- Managing of cosmetic, full mouth reconstruction cases, and Invisalign
- Duties of billing department; posting of payments, working collection reports, insurance aging reports
- Answering/responding to incoming phone calls and emails
- Leading of morning huddle before the start of each working day
- Presentation and scheduling of all treatment plans recommended by the treating provider
- Manage all front office duties of a dental practice
- Responsible for handling patient complaints and providing exceptional patient experience within the practice
Treatment Coordinator
Aesthetic Family Dental Care
09.2018 - 01.2019
- Treatment Coordination for all patients including doctor and hygiene schedule
- Verification of all dental insurance
- Collection of patient copay's at the time of service
- Secure cosmetic and full mouth reconstruction cases
- Duties of billing department; posting of payments, working collection reports, insurance aging reports
- Answering/responding to incoming phone calls and emails
- Leading of morning huddle before the start of each working day
- Presentation and scheduling of all treatment plans recommended by the treating provider
- Manage all front office duties of a dental practice
- Responsible for handling patient complaints and providing exceptional patient care within the practice
Patient Access Account Specialist
Presbyterian Healthcare Services
03.2018 - 08.2018
- Perform patient pre-admission, admission, transfer, and discharge activities.
- Process Notification of Birth documents for Medicaid registration.
- Collect and validate patient demographic and insurance information.
- Collect patient co-pay/insurance/deductibles dependent on insurance provisions and hospital protocol.
- Prepare patient identification band and complete admission papers.
- Obtain signatures for financial responsibility and treatment consent forms from patients or guardians.
- Respond to patient concerns and inquiries professionally.
- Maintain positive working relationships with patients, physicians, visitors, and hospital staffs.
- Contact insurance companies for patient medical billing operations.
- Interact with hospital administrations to perform effective patient operations.
- Work in compliance with hospital policies and procedures and adhere to government regulations.
Business Administrator
Rio Rancho Dental Arts
02.2017 - 03.2018
- Provide on-going training, retention, and support to all staff members
- Post insurance payments to patient accounts
- Ensure monthly collections, production, and procedure goals were met
- Managing office inventory and ordering of supplies
- Daily verification of dental insurance, Manage insurance claims processing, attachments, and aging
- Administrative scheduling, including maintaining office records, documenting patient dental treatments and transactions, following office procedures for patient referrals and scheduling of office appointments
- Other duties include maintaining office accounts receivable information, making financial arrangements with patients before treatment and ordering office and administrative supplies
- Manage and enforce HIPAA & OSHA compliance
- Maintain and organize all administrative functions in the front office
Guest Services Supervisor
Los Poblanos Inn
04.2014 - 07.2017
- Leading the team through day to day operations
- Supervision and management of 5 Front Desk Associates
- Scheduling of employees
- Prioritizing guest issues and completing in a timely manner
- Answering and returning phone calls & emails
- Managing office supply ordering
- Effectively handling guest complaints/issues
- Booking reservations for guests via phone, email, third party platform
Dental Assistant/Treatment Coordinator
Comfort Dental
05.2016 - 02.2017
- Four-Handed Dentistry
- Sterilization
- Prophylaxis and Fluoride Application
- Operation of X-Ray equipment
- Verification of patient's insurance daily, Manage insurance aging and insurance claims
- Kept up to date with provider credentialing
- Other duties include maintaining office accounts receivable information, making financial arrangements with patients before treatment and ordering office and administrative supplies
- Front office duties include scheduling appointments, returning insurance emails and phone calls, day to day upkeep of office
Education
Certificate - Dental Assisting
Pima Medical Institute
Albuquerque, NM05.2016
Skills
- Business Management (4 years)
- Scheduling
- Hospital (1 year)
- Front Office (8 years)
- Billing (8 years)
- Dentrix (8 years)
- Accounts Payable
- Quickbooks
- Customer Service (10 years)
- Excel (10 years)
Certification
- DANB Radiation Health and Safety License February 2016 to Present
- BLS for Healthcare Providers
Timeline
Director of Operations
United Dental Corporation
10.2024 - Current
Regional Practice Manager of Operations
United Dental Corporation
07.2022 - 09.2024
Office Manager
Open Wide Dental
09.2021 - 07.2022
Office Manager
Chandler Ranch Dental
06.2020 - 09.2021
Lead Treatment Coordinator
Copper Canyon Dental
01.2019 - 06.2020
Treatment Coordinator
Aesthetic Family Dental Care
09.2018 - 01.2019
Patient Access Account Specialist
Presbyterian Healthcare Services
03.2018 - 08.2018
Business Administrator
Rio Rancho Dental Arts
02.2017 - 03.2018
Dental Assistant/Treatment Coordinator
Comfort Dental
05.2016 - 02.2017
Guest Services Supervisor
Los Poblanos Inn
04.2014 - 07.2017
Certificate - Dental Assisting
Pima Medical Institute
Additional Information
- Key Skills:
- Strategic Business Planning
- Team Leadership and Development
- Financial Management and Budgeting
- Process Optimization and Workflow Enhancement
- Exceptional Customer Relations
- Regulatory Compliance and Quality Assurance
- Problem-Solving and Decision-Making
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