COLLEEN PITA
Pembroke,MA
Summary
Customer service and scheduling specialist with a background in front-desk support, high call volume handling, appointment coordination, and accurate documentation. Calm, professional communication, patient issue resolution, and HIPAA-compliant recordkeeping support smooth service in remote or office-based client support roles.
Overview
1
1
Certification
27
27
years of professional experience
Work History
Customer Service & Scheduling Specialist
Family Dentistry
Marshfield, MA
03.2016 - Current
- Managed high call volume with calm, professional, and empathetic communication to enhance patient experience.
- Supported front-desk operations and phone coverage while helping patients with scheduling, billing questions, insurance verification, and issue resolution.
- Scheduled, confirmed, and updated appointments to support provider availability.
- Resolved patient concerns and complaints promptly, contributing to high patient satisfaction and retention.
- Collaborated with providers and team members to ensure seamless patient service delivery.
- Recorded patient interactions accurately and maintained records in Dentrix software.
- Protected confidentiality and ensured HIPAA compliance requirements.
Customer Service Associate / Dental Assistant
Dr. Britton Hollis
Kingston, MA
07.2013 - 09.2015
- Delivered front-line customer support via phone and in person, resolving inquiries and enhancing customer satisfaction
- Demonstrated effective communication in customer interactions
- Educated clients on procedures, policies, and next steps, clarifying information to enhance understanding and reduce confusion
- Verified insurance, processed documentation, and coordinated scheduling systems to ensure seamless patient experiences
- Maintained accurate digital records and appointment data
Assistant Manager
CVS Health
Hanover, MA
04.2000 - 05.2011
- Supervised daily operations and customer service for high-volume retail environment
- Resolved escalated customer concerns and facilitated conflict resolution to enhance customer satisfaction
- Oversaw cash handling, scheduling, and end-of-day reporting to ensure accurate financial operations
- Trained and supported team members on customer service standards to maintain high-quality service
Education
High School Graduate -
Silver Lake High School
Kingston, MACertificate - Dental Assisting
Lincoln Technical Institute
Brockton, MASkills
- Electronic Health Records (EHR) & EMR Systems
- HIPAA compliance
- Customer support
- Appointment scheduling
- Conflict resolution
- CRM software expertise
- Data entry accuracy
- Time Management & Multitasking
- Organizational skills
- Confidentiality & Data Security
- Electronic Health Records (EHR) & EMR Systems
- Data entry
- Detail orientation
- Issue resolution
- Team collaboration
- Windows & Mac OS
- Interpersonal communication
- Strong organization
- Escalation handling
- Calendar management
- Problem-solving skills
- Customer service excellence
Personal Information
Title: Customer Service | Client Support | Scheduling Specialist
Certification
CPR Certified, Dental Radiology License (MA), Dental Assistant License – MA (Active through 2025-10)
Timeline
Customer Service & Scheduling Specialist
Family Dentistry
03.2016 - Current
Customer Service Associate / Dental Assistant
Dr. Britton Hollis
07.2013 - 09.2015
Assistant Manager
CVS Health
04.2000 - 05.2011
High School Graduate -
Silver Lake High School
Certificate - Dental Assisting
Lincoln Technical Institute