Dawn Matzen
Homer Glen,IL
Summary
Highly organized and empathetic professional with a proven track record of providing exceptional patient and client service within healthcare and animal care environments. Adept at managing high-volume communications, coordinating appointments, maintaining meticulous records, and ensuring seamless operational efficiency. Demonstrated ability to build rapport with patients and clients, resolve issues effectively, and contribute to positive and efficient team environments.
Overview
26
26
years of professional experience
Work History
Patient Intake Coordinator
Midwest Dental Sleep Center
Homer Glen, IL
01.2025 - Current
- Manage a high volume of inbound calls, effectively scheduling appointments, providing information, and addressing patient concerns with empathy and patience.
- Deliver exceptional customer service, ensuring a positive experience for all callers and consistently exceeding performance metrics for call handling and customer satisfaction.
- Accurately collect and verify patient demographic, insurance, and medical information via phone, efficiently entering data into Electronic Health Records (EHR) systems.
- Coordinate and schedule patient appointments across multiple locations and providers, optimizing scheduling efficiency.
- Maintain strict confidentiality of patient information, adhering to all HIPAA regulations.
- Collaborate effectively with medical staff and other departments to ensure seamless patient care coordination and proactively resolve any issues.
Client Service Representative
Palmer Ranch Animal Clinic
Sarasota, FL
11.2012 - 07.2018
- Managed and maintained accurate client and patient records, ensuring efficient data entry.
- Provided comprehensive clerical support to facilitate optimal animal patient care and treatment.
- Collaborated closely with veterinary staff to ensure seamless patient care delivery.
- Managed daily clinic openings and closing procedures.
- Efficiently handled incoming calls, triaging inquiries and scheduling appointments.
- Educated clients on animal care protocols and treatment options, enhancing client understanding and compliance.
- Utilized Avimark software to streamline clinic operations and improve efficiency.
Research Assistant
The Humane Society of the United States
Gaithersburg, MD
08.2006 - 10.2012
- Conducted in-depth research, gathering and analyzing data from online resources, databases, and library archives.
- Supported public and policymaker outreach initiatives through the development of informative materials.
- Created clear and concise tables, figures, and slides for manuscripts and public education purposes.
- Managed departmental communications, including email and postal correspondence.
- Coordinated reports, meetings, and the procurement of departmental supplies.
- Organized and prepared materials for convention and conference exhibits, and actively staffed booths.
- Represented the department at external meetings, capturing detailed and accurate notes.
Veterinary Assistant/Technician
Germantown Veterinary Clinic
Germantown, MD
07.2006 - 10.2012
- Assisted veterinarians with outpatient appointments, ensuring smooth and efficient patient flow.
- Prepared examination rooms, obtained patient histories and vital signs, and accurately entered data into medical records.
- Positioned patients and developed radiographs to aid in diagnostic procedures.
- Generated accurate invoices, comprehensive discharge instructions, and informative client information packets.
- Provided exceptional client communication, offering patient updates, detailed discharge instructions, and thorough follow-up care.
Veterinary Assistant/Technician
State College Veterinary Hospital
State College, PA
03.1999 - 07.2005
- Provided comprehensive in-patient medical care, including precise medication administration, various treatments, accurate diagnostics, and diligent patient monitoring.
- Performed skilled phlebotomy and conducted a range of laboratory tests, ensuring accurate results.
- Administered IV fluids and maintained patient comfort through consistent cleaning, feeding, and assisted ambulation.
- Managed all aspects of anesthesia, including induction, maintenance, meticulous monitoring, and safe recovery, while ensuring the proper maintenance of anesthesia equipment.
- Provided crucial assistance during surgical procedures, including thorough preparation, meticulous instrument sterilization, and attentive post-operative care.
- Delivered comprehensive dental care, including effective ultrasonic cleaning, thorough polishing, and skilled surgical assistance.
- Positioned patients accurately and developed high-quality radiographs for diagnostic purposes.
- Collected, prepared, and analyzed laboratory samples with precision, and meticulously recorded results.
- Prepared accurate invoices, comprehensive discharge instructions, and informative client information packets.
- Communicated effectively with clients, providing timely updates, detailed discharge instructions, and thorough follow-up care.
- Educated clients through clear and informative medical demonstrations, enhancing their understanding of animal care.
- Supported outpatient appointments efficiently, including thorough room preparation, accurate patient intake, and precise data entry.
- Managed reception and front desk duties effectively, including professional phone management, efficient appointment scheduling, and smooth patient admission and discharge processes.
- Provided valuable training and mentorship to new team members, fostering a positive and skilled work environment.
- Assisted with inventory control, including accurate ordering, efficient unpacking, and organized restocking of supplies.
- Prepared and dispensed prescriptions accurately and processed medication refills efficiently.
- Utilized Avimark software to enhance overall clinic management and efficiency.
Education
Bachelor - Animal Science
The Pennsylvania State University
University Park, PA05.2001
Timeline
Patient Intake Coordinator
Midwest Dental Sleep Center
01.2025 - Current
Client Service Representative
Palmer Ranch Animal Clinic
11.2012 - 07.2018
Research Assistant
The Humane Society of the United States
08.2006 - 10.2012
Veterinary Assistant/Technician
Germantown Veterinary Clinic
07.2006 - 10.2012
Veterinary Assistant/Technician
State College Veterinary Hospital
03.1999 - 07.2005
Bachelor - Animal Science
The Pennsylvania State University