Christina Cathey
Ellisville,MO
Summary
Results-driven professional with 26 years of experience and focus on performance. Talent for calmly managing fast-paced, high-volume work with continuous demands. Dedicated to member and provider satisfaction and delivering quality support to department staff. Background working well in teams or alone to achieve results and meet expectations in performance-oriented environments. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
26
26
years of professional experience
Work History
Customer Service Team Lead
Delta Dental Of Missouri
09.2023 - Current
- Addressed escalated customer concerns promptly, ensuring satisfactory resolutions while preserving long-term relationships.
- Reduced average handle time through effective communication training and improved knowledge of products/services offered.
- Supported representatives in navigating difficult interactions with customers, offering guidance on appropriate de-escalation techniques when needed.
- Coordinated shift schedules efficiently to ensure adequate coverage during peak hours without compromising service quality.
- Served as a resource for representatives, answering questions and providing guidance on best practices in addressing specific customer concerns.
- Coached new team members on service techniques and provided scoring through quality assurance program.
Customer Service Representative
Delta Dental Of Missouri
11.2022 - 09.2023
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website.
Dental Assistant
Chesterfield Family Dental - General
03.2016 - 11.2022
- Performed general chair-side duties for general dentistry, endo procedures and oral surgery.
- Educated patients by giving oral hygiene, plaque control and postoperative instructions.
- Assisted dentists by passing instruments, suctioning intraoral fluids, adding water and mixing materials for fillings, casts and impressions.
- Prepared and arranged instruments, medications and required materials for dental procedures.
Dental Assistant
Heartland Dental - General
08.2008 - 03.2016
- Performed general chair-side duties for general dentistry, endo procedures and oral surgery.
- Educated patients by giving oral hygiene, plaque control and postoperative instructions.
- Assisted dentists by passing instruments, suctioning intraoral fluids, adding water and mixing materials for fillings, casts and impressions.
- Prepared and arranged instruments, medications and required materials for dental procedures.
- Ordered and maintained budget for clinical supplies.
Front Desk
Dr. Michael Smith DDS - Prosthodontics
05.2006 - 06.2007
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
- Monitored office supplies by checking inventory and placing orders.
- Verified insurance benefits, eligibility and explained policy terms with patients.
- Filed insurance claims accordingly with the proper supporting documents.
Front Desk/Dental Assistant, Chairside
Dr. Trista Murphy DDS - General
02.2002 - 05.2006
- Operated x-ray equipment.
- Performed general chair-side duties for general dentistry, endo procedures and oral surgery.
- Educated patients by giving oral hygiene, plaque control and postoperative instructions.
- Managed office schedules and calendars to coordinate administrative planning and execution.
- Assisted dentist with paperwork and billing protocol for both routine and less common procedures.
- Booked patient appointments and managed treatment details using Eaglesoft.
- Typed patient data into computer system while following privacy laws and maintaining high level of accuracy.
- Verified insurance benefits, eligibility and explained policy terms with patients.
- Filed insurance claims accordingly with the proper supporting documents.
Practice Manager
Cordova Family Dentistry
01.1998 - 02.2002
- Trained newly hired team members on office procedures and computer system.
- Oversaw accounting, budgeting, and financial reporting.
- Communicated closely with patients, ensuring medical information was kept private.
- Ordered all office supplies and kept check on inventory levels.
- Developed close working relationships with front office and back office staff.
- Addressed and remedied all patient or team member issues.
- Assessed processes and procedures, complying with OSHA and HIPAA regulations.
- Verified insurance benefits, eligibility and explained policy terms with patients.
- Filed insurance claims accordingly with the proper supporting documents.
Education
Dental Assisting
Tennessee Tech
Memphis, TNHigh School Diploma -
Bolton High School
Memphis, TNSkills
- Medical Charting
- Procedure Support
- Treatment Planning
- Patient Flow Management
- Organization and Prioritization
- Advising and Educating Patients
- Data Verification
- Patient Care Standards
- Staff education and training
- Team Management
- Performance Evaluation
- Customer service excellence
- Trained on emails and live chat
- Trained on 5707 claims
Timeline
Customer Service Team Lead
Delta Dental Of Missouri
09.2023 - Current
Customer Service Representative
Delta Dental Of Missouri
11.2022 - 09.2023
Dental Assistant
Chesterfield Family Dental - General
03.2016 - 11.2022
Dental Assistant
Heartland Dental - General
08.2008 - 03.2016
Front Desk
Dr. Michael Smith DDS - Prosthodontics
05.2006 - 06.2007
Front Desk/Dental Assistant, Chairside
Dr. Trista Murphy DDS - General
02.2002 - 05.2006
Practice Manager
Cordova Family Dentistry
01.1998 - 02.2002
Dental Assisting
Tennessee Tech
High School Diploma -
Bolton High School
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