ARIELLE SHOOK
Damascus,MD
Summary
Client-focused Business Manager offering diverse experience in customer service, business management and project coordination. Quickly builds relationships with both new clients and business audiences. Quick-learning with excellent multi-tasking skills and mastery of new technology. Commended for innovation and creative problem-solving to address business challenges.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Remote Program Assistant
HealthWell Foundation
10.2024 - 03.2025
- Established rapport with clients through exceptional customer service practices, fostering ongoing relationships built on trust and respect.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Assisted customers in navigating company website, improving overall user experience.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Ensured compliance with HIPAA regulations while managing sensitive patient information during the verification process.
- Updated patient records with accurate, current insurance policy information.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Effectively communicated complex information in a digestible format for callers of varying levels of technical understanding.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
Business Manager
UNIVERSITY OF MARYLAND SCHOOL OF DENTISTRY
01.2020 - 08.2024
- Manage central administrative functions
- Oversees account receivable, collections and related business functions
- Audit patient charts to ensure balances are accurate
- Supervises staff and trains new hires
- Sets goals for employees and conducts annual performance evaluations
- Research alternative funding within and outside organization to assist patients with outstanding financial obligations
- Maintains proper office regulations, expectations and guidelines
- Communicates with clinical staff, administrative staff and Faculty to maintain efficient flow of clinical operations and patient care
- Provides support to administrative staff, especially front desk in absence of staff or when in need of assistance with a patient or anything else
- Works with Faculty and other supervisors to develop better procedures to ensure timely and efficient handling of each treatment.
Office Manager/Patient Coordinator/Billing Manager
ESTHETIC & GENERAL DENTISTRY
03.2016 - 11.2019
- In charge of staff scheduling
- Monthly Billing
- Patient education of procedures and treatment(s)
- Credentialing/Re-Credentialing for Doctor
- Point of contact for office finances/bills/advertising
- Verifying Insurance
- Marketing
- Organizing Office and patient records
- Ordering office supplies
- Scheduling Doctors meetings/CE courses etc
- Collections
- In charge of communication and correspondence with lab(s) or any other outside entity.
Education
Certified Nursing Assistant Program -
Morning Star Academy
06.2019
Pre-certification program for Associates Program, Biology -
Montgomery College
05.2010
High School Diploma -
Clarksburg High School
Clarksburg, MD06.2009
Skills
- Financial Management
- Customer Service
- Project Management
- Employee Management
- Documentation And Reporting
- Business Development
- Customer Relationship Management
- Decision-Making
Certification
- CNA, 07/2025
- First Aid, 07/2023
- CPR, 07/2023
Timeline
Remote Program Assistant
HealthWell Foundation
10.2024 - 03.2025
Business Manager
UNIVERSITY OF MARYLAND SCHOOL OF DENTISTRY
01.2020 - 08.2024
Office Manager/Patient Coordinator/Billing Manager
ESTHETIC & GENERAL DENTISTRY
03.2016 - 11.2019
Pre-certification program for Associates Program, Biology -
Montgomery College
High School Diploma -
Clarksburg High School
Certified Nursing Assistant Program -
Morning Star Academy
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