Carol J Harvey
Federal Way
Summary
Strong background in academic operations management. Proven track record of optimizing workflows and implementing process improvements to enhance efficiency. Demonstrated expertise in team collaboration and problem-solving to achieve operational goals with diverse groups at all levels of the organization to include staff, faculty, students, and external stakeholders.
Overview
36
36
years of professional experience
1
1
Certification
Work History
Program Operations Specialist
University of Washington School of Dentistry (UWSOD)
11.2021 - Current
- First line responder to students, staff and faculty
- Provide support to over 300 predoctoral students
- Represent School of Dentistry with varied campus organizations – Registrars Roundtable, Combined Fund Drive, Health & Safety
- Resolve administrative issues promptly, enhancing overall departmental productivity.
- Boost customer satisfaction, addressing student concerns and issues in a timely and professional manner.
- Successfully manage multiple projects simultaneously while adhering to deadlines and budget constraints.
- Implement necessary changes in response to shifting needs and maintaining a proactive approach to problem solving.
- Continuously seek opportunities for professional development in order to remain knowledgeable regarding best practices.
- Collaborate across departments to identify opportunities for improvements and increased efficiency.
- Establish partnerships both internally and externally toward achieving organizational objectives.
- Manage SOD community relationships to ensure alignment with operational priorities and initiatives.
- Increase overall customer satisfaction, resolving complaints and inquiries in timely and empathetic manner.
UW School of Dentistry Tours
01.2013 - Current
- Provide facility and clinical tours for visiting students, faculty, alumni, and others as requested
Licensing Exam School Site Coordinator
Dental Licensing Exams
01.1999 - Current
- Provide SOD required information in preparation for the exam, primary SOD contact throughout the examination
- Liaise with class leadership, dental maintenance and all support staff with exam officials
- Coordinate mock boards with supervising faculty
- Prepare, edit, and maintain Information to Candidate Guide for annual dental licensing exam
- Schedule, plan, prepare and coordinate all activities related to the annual dental licensing exam
- Prepare and provide school-wide communications regarding licensing exam to SOD community
- Coordinated exam schedules, ensuring efficient use of resources and facilities.
- Managed logistics for examination events, optimizing participant experiences.
- Implemented feedback mechanisms to continuously enhance exam delivery.
- Managed budget allocation for maximizing resources while maintaining fiscal responsibility.
Manager
SOD Observer & Volunteer Program
01.2016 - 11.2021
- Primary contact for SOD volunteer program
- Manage all aspects of the program (i.e., background checks, immunizations, documentation, etc.)
- Coordinated volunteer recruitment efforts, enhancing community engagement and program visibility.
- Facilitated communication between volunteers and management, ensuring clarity in expectations and responsibilities.
Health & Safety Manager
University of Washington School of Dentistry (UWSOD)
06.2015 - 11.2021
- Manager of Central Processing Sterilization Services at UWSOD Main and offsite campus locations
- Manage 7 full-time employees
- Oversee the day-to-day operations of Central Processing to support dental clinic operations
- Ensure infection control standards and regulations are met schoolwide (i.e., CODA, L & I, DOH, requirements and SOD standards)
- Approve unit purchases
- Develop, implement, and maintain safety program in alignment with University standards
- Provide data, statistics, and reports for CODA visits
- Provide required safety trainings for students, staff and faculty
- Manage SOD Immunization program
- Perform monthly inspections of controlled substances, emergency kits and all safety equipment
- Obtain annual Hazardous Materials Storage permits
- Act as BBP counselor for School of Dentistry
- Serve on University, Health Sciences and SOD Health and Safety committees
- Developed and implemented health and safety protocols for clinical practices.
- Conducted regular safety inspections to identify potential hazards in dental facilities.
- Evaluated incident reports to improve safety measures and reduce risks.
- Maintained accurate records of safety training sessions and compliance audits.
- Managed safety equipment inventory, ensuring that all staff had access to necessary protective gear and tools for performing their duties safely.
- Collaborated with management to develop effective emergency response procedures, resulting in improved preparedness for potential incidents.
- Directed post-accident investigations and prepared reports to identify possible accident causes and hazards.
Patient Experience Manager
University of Washington School of Dentistry (UWSOD)
01.2013 - 01.2015
- Supervise & train front desk staff for predoctoral clinics
- Conduct monthly meetings
- Provide and arrange front desk coverage
- Collaborate with Billing and Accounting teams to improve accuracy and timeliness of data to support reduced claim submissions
- Produce weekly Patient Visit Reports
Billing Manager
University of Washington School of Dentistry (UWSOD)
01.2011 - 01.2013
- Supervise 3 Fiscal Specialists at The Center for Pediatric Dentistry
- Oversee the day-to-day operations of the Pediatric Dentistry Billing Office; produce reports
- Work with Clinic Chief, Director of Operations, and Chair to develop unit policies and procedures
- Resolve billing complaints and inquiries
- Managed billing operations for dental services, ensuring accuracy and compliance with departmental policies.
- Developed training materials for new billing staff, promoting understanding of systems and procedures.
- Maintained comprehensive documentation of billing transactions, supporting compliance audits and reviews.
- Reviewed billing problems, researched issues, and resolved concerns.
Special Events Coordinator
The Center for Pediatric Dentistry
01.2010 - 01.2013
- Organize and coordinate special outreach events for The Seattle Children’s Museum
- Coordinated logistics for pediatric dental events, ensuring seamless execution and participant engagement.
- Developed event timelines and schedules to optimize workflow and enhance attendee experience.
- Trained volunteers on event procedures, fostering a collaborative environment during activities.
- Provided exceptional on-site support during events, addressing any issues promptly and professionally.
Docent
The Center for Pediatric Dentistry
01.2010 - 01.2013
- Provide information to and facility tours for The Center for Pediatric Dentistry to visiting students, faculty, alumni, donors, and others by request
Front Desk Manager
University of Washington School of Dentistry (UWSOD)
01.2010 - 01.2011
- Supervise 3 Patient Service Representatives at The Center for Pediatric Dentistry
- Oversee multi-provider scheduling for clinic patients
- Manage multi-line phone system and created daily telecommunication data reports
- Interview, hire and train new staff
- Resolve patient complaints
- Coordinate clinic volunteer program
Dental Clinic Manager
University of Washington School of Dentistry (UWSOD)
01.2007 - 01.2010
- Supervise 6 dental assistants, 2 front desk staff and externs at The Center for Pediatric Dentistry
- Oversee multi-provider scheduling for clinic patients
- Create quarterly dental assistant work assignments
- Resolve patient complaints and concerns
Patient Services Supervisor
University of Washington School of Dentistry (UWSOD)
01.2002 - 01.2007
- Supervise 3 Patient Care Coordinators
- Resolve patient/student conflicts confidentially
- Advise students on SOD policies
- Conduct quarterly treatment and financial audits on dental student patient assignments
- Prepare end of quarter statistical reports for Director of Patient Services
- Consult and work with faculty, chairs, administrators regarding patient needs, concerns, complaints, and student progress
Patient Care Coordinator
University of Washington School of Dentistry (UWSOD)
01.1996 - 01.2002
- Assign patients to student to facilitate appropriate clinical experiences
- Consult with faculty regarding student progress
- Resolve patient/student conflicts
Patient Admissions Representative
University of Washington School of Dentistry (UWSOD)
01.1993 - 01.1996
- Initial contact for prospective School of Dentistry patients
- Schedule new patient intake and screening appointments
- Enter and update patient demographic information into electronic patient record
- Provide information to community agencies regarding SOD programs
Program Assistant
University of Washington School of Dentistry (UWSOD)
01.1990 - 01.1993
- Process all insurance billings for SOD student clinics
- Create and maintain insurance claim files (i.e., pre-authorizations, x-rays, account audit and claims)
- Investigate and resolve patient account disputes for all clinics
Education
General Studies -
Spokane Falls Community College
01.1980
Skills
- Engaged ADEA member
- Billing process proficiency
- Skilled in collaborative environments
- Skilled in engaging with stakeholders at various organizational levels
- Event support coordination
- Official collaboration for dental licensing assessments
- Enhancing operational efficiency
- Planning and coordination
- Effective stakeholder communication
- Project execution
Certification
- Registered Dental Assistant (State of Washington), July 2017 – current
- Safety and Health Leadership Certificate: General Industry (Pacific Northwest OSHA Education Center), December 2016
Timeline
Program Operations Specialist
University of Washington School of Dentistry (UWSOD)
11.2021 - Current
Manager
SOD Observer & Volunteer Program
01.2016 - 11.2021
Health & Safety Manager
University of Washington School of Dentistry (UWSOD)
06.2015 - 11.2021
UW School of Dentistry Tours
01.2013 - Current
Patient Experience Manager
University of Washington School of Dentistry (UWSOD)
01.2013 - 01.2015
Billing Manager
University of Washington School of Dentistry (UWSOD)
01.2011 - 01.2013
Special Events Coordinator
The Center for Pediatric Dentistry
01.2010 - 01.2013
Docent
The Center for Pediatric Dentistry
01.2010 - 01.2013
Front Desk Manager
University of Washington School of Dentistry (UWSOD)
01.2010 - 01.2011
Dental Clinic Manager
University of Washington School of Dentistry (UWSOD)
01.2007 - 01.2010
Patient Services Supervisor
University of Washington School of Dentistry (UWSOD)
01.2002 - 01.2007
Licensing Exam School Site Coordinator
Dental Licensing Exams
01.1999 - Current
Patient Care Coordinator
University of Washington School of Dentistry (UWSOD)
01.1996 - 01.2002
Patient Admissions Representative
University of Washington School of Dentistry (UWSOD)
01.1993 - 01.1996
Program Assistant
University of Washington School of Dentistry (UWSOD)
01.1990 - 01.1993
General Studies -
Spokane Falls Community College
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