Brandi Young
Louisville,KY
Summary
Currently employed as the General Manager for a large dental laboratory. I have worked in both corporate as well as privately owned businesses over a span of 25 years. I continue to gain knowledge and flourish in new and exciting ways with each path I take. I am constantly looking to make a difference and succeed.
I am self motivated with proven leadership, organizational, and customer relations skills. I’m eager to advance professionally and to lend my expertise to maximize productivity while helping others reach their full potential.
Overview
25
25
years of professional experience
Work History
General Manager-Lab Operations, CX Manager
Glidewell Laboratories
10.2015 - Current
- Drove year-over-year business growth while leading operations, strategic vision and long-range planning.
- Designed, managed and implemented customer research initiatives and focused on customer satisfaction and performance monitoring.
- Oversaw preparation of marketing copy, images, videos, emails and other collateral.
- Designed modern employee recognition program which boosted productivity and improved morale.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
- Partnered with vendors and suppliers to effectively manage and budget.
- Reviewed shift reports to understand current numbers and trends.
- Improved productivity while reducing staffing and operational costs by 20%.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
- Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
- Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
- Developed new employees and on-going performance assessment of current employees.
- Organized daily workflow and assessed appropriate staffing to provide optimal service.
- Organize and oversee all account retention projects and relations.
- Established daily/monthly performance and service goals holding employees accountable for individual and team performance.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
Claims Audit Specialist
Liberty Dental Plan
04.2014 - 10.2015
- Worked with insured customers and providers to resolve problems, improve operations and provide exceptional customer service.
- Processed emergency referrals and claims.
- Trained all incoming employees on customer service, dental terminology, and claims processing according to company and state guidelines.
- Utilized Word and Excel.
- Handled complaints and grievances using negotiating and problem-solving skills.
Treatment Coordinator
Silverado Dental Care
09.2010 - 09.2012
- Documented patient medical information, case histories and insurance details to facilitate smooth appointments and payment processing.
- Managed master calendar and scheduled appointments for three providers and four hygienists based on optimal patient loads and clinician availability.
- Educated and discussed diagnosis and options with all patients.
- Organized patient files and streamlined operations to improve efficiency.
- Collaborated with assistants and doctors to prepare and set up rooms with adequate supplies and equipment.
- Organized paperwork such as charts and reports for office and patient needs.
- Successfully scheduled patient appointments and placed reminder calls to ensure exceptional customer experience.
- Frequently double-checked patient histories and current information while scheduling follow-ups and other appointments.
- Improved timely payment of bills by developing flexible payment plans for patients.
- Contacted hospitals to confirm patients medical history and prevent inaccurate diagnoses and treatments.
- Managed financial documentations such as expense reports and invoices.
- Utilized Dentrix software.
Office Coordinator
Jeffrey T. Burnett DDS
04.2002 - 07.2010
- Maintained accurate medical and dental records by documenting important patient data in Eaglesoft.
- Captured patients’ dental radiographs and provided to dentist for interpretation and diagnosis.
- Setting up/Breaking down all operatories as well as sterilization.
- Improved and developed knowledge through continuing education courses and seminars.
- Competently exposed, developed and mounted dental x-rays.
- Managed schedules for three hygienists.
- Assisted Dr. Burnett and his associate in all general, endodontic, oral surgery, and orthodontic procedures.
Claims Auditor
Delta Dental Insurance Company of California
01.1998 - 03.2002
- Provided high level of professionalism when speaking with customers or responding to emails to promote company’s dedication to service.
- Researched issues related to claims processing to identify origins and implement corrective solutions.
- Adjudicated dental claims for commercial business and state funded programs using specific criteria, guidelines, and radiographs to ensure validity.
- Helped reduce company losses due to fraud.
- Reviewed insurance claims and member eligibility to determine overpayment trends and noncompliance issues.
- Prioritized daily tasks to satisfy workload demands and department’s turnaround goals.
Skills
- Operational Efficiency
- Motivational Leadership
- Profit and Loss Control
- Data management
- Conflict resolution
- Self-motivated
- Client assessment and analysis
- Extremely organized
- Strong verbal communication
- Corrective Actions
Timeline
General Manager-Lab Operations, CX Manager
Glidewell Laboratories
10.2015 - Current
Claims Audit Specialist
Liberty Dental Plan
04.2014 - 10.2015
Treatment Coordinator
Silverado Dental Care
09.2010 - 09.2012
Office Coordinator
Jeffrey T. Burnett DDS
04.2002 - 07.2010
Claims Auditor
Delta Dental Insurance Company of California
01.1998 - 03.2002
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