Deirdra Burbidge
Tomball,USA
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
24
24
years of professional experience
Work History
Client Enrollment Specialist
Thriveworks
Remote, TX
01.2024 - 08.2024
- Conducted comprehensive client intake interviews to match members to the most suitable 1:1 care provider based on their individual needs and preferences
- Delivered excellent customer service with one-call resolution, enhancing client satisfaction.
- Resolved complex issues on escalated calls, ensuring client satisfaction through effective communication.
- Prospected leads, handled inbound calls, and made outbound calls in a high-volume call center environment.
- Scheduled patient appointment requests accurately.
- Experienced in verifying patient medical insurance.
- Ability to multitask in several computer applications while holding a conversation with a customer.
- Consistent Q/A scores of 95% to 100%.
- Proficient user knowledge of Windows Office programs (Word, Excel, PowerPoint, Teams), and the ability to learn specialized computer applications.
- Ensured compliance with HIPAA regulations to protect patient information.
- Performed accurate data entry for client information into the database.
School Enrollment Specialist
Stride, Inc.
Remote, TX
08.2020 - 02.2023
- Provided guidance and support to applicants throughout the K-12 school enrollment process, resulting in 80% conversion to enrollment of full-time students.
- Conducted outbound follow-up calls to potential and existing customers via telephone and email to facilitate school enrollment.
- Handled customer inquiries and sales in high-volume call center, delivering empathetic and professional support.
- Entered, updated, and reviewed customer data to ensure accuracy and completeness.
- Demonstrated capacity to work independently on tasks and projects..
- Always maintained confidentiality of account information.
- Data entry
Customer Service Representative
SYKES
Remote, TX
10.2018 - 12.2019
- Managed 75-100 calls per day from customer inquiries in a professional and timely manner, resulting in an increase in customer satisfaction ratings.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers with website and program issues, improving user experience and satisfaction.
- Processed customer orders with accuracy and efficiency, leading to higher sales volumes.
- Developed product knowledge to provide tailored recommendations that addressed individual customer needs.
- Contracted with Expedia cruise department to facilitate sales, cancellations, and refunds for cruise bookings.
- Contracted with Ancestry.com and provided sales of DNA kits and family tree subscriptions.
- Performed data entry tasks for customer records with accuracy and attention to detail.
- Provided customer support remotely from a call center environment.
Dental Receptionist
Southfort Dental Center
Fort Saskatchewan, Canada
08.2016 - 03.2017
- Responded to patient inquiries via telephone and in person for 3 dentists, delivering accurate information on dental procedures and insurance coverage.
- Coordinated patient appointment scheduling, reducing missed appointments and enhancing daily operations.
- Reconciled patient accounts, processing payments from insurance companies and patients to ensure accurate financial records.
- Communicated with insurance companies to resolve unpaid claims and confirm patient coverage, facilitating smoother billing processes.
- Completed and submitted dental claims electronically.
- Organized and maintained patient files and paperwork, ensuring accuracy and compliance with office standards.
- Ensured patient privacy by adhering to all HIPAA regulations during the collection, storage, and sharing of sensitive information.
- Performed data entry for patient records, ensuring accuracy and completeness.
Dental Office Manager
Skyline Dental Clinic
Edmonton, AB
08.2015 - 08.2016
- Reconciled patient accounts and processed dental insurance payments, resulting in a 90% increase in collections.
- Processed dental claims and resolved denials, ensuring accurate reimbursement for services rendered.
- Scheduled appointments and coordinated cancellations and adjustments to maximize office workflow.
- Addressed client inquiries via phone and email, providing timely and effective customer service.
- Performed data entry accurately into electronic systems.
- Ensured compliance with HIPAA regulations to protect patient information.
Dental Receptionist/RDA
Gibbons Dental Clinic
Gibbons, AB
08.2007 - 08.2008
- Coordinated administrative tasks for two dentists, including scheduling appointments, managing billing, and processing dental insurance claims, ensuring efficient office operations.
- Supported dental team in procedures, improving patient care and treatment efficiency.
- Presented dental treatment plans.
- Executed data entry tasks with accuracy and efficiency, maintaining up-to-date patient records and supporting overall practice organization.
- Reconciled insurance and patient payments.
Dental Office Manager
Enamel
Vancouver, British Columbia
01.2001 - 03.2005
- Processed patient and insurance payments for services, ensuring accurate financial transactions.
- Maintained patient records, scheduled appointments, and addressed billing inquiries to enhance patient experience.
- Processed claims and pre authorizations using practice management software systems.
- Explained treatment plans and financial options to patients clearly.
- Resolved discrepancies in claim submissions, improving accuracy and reducing delays in reimbursements.
Education
Medical Coding and Billing Certification - Certified Professional Coder
University of Houston
Houston11.2025
Medical Terminology -
University of Houston
Houston, TX05.2025
Dental Prosthetics Certification -
NAIT
Edmonton, AB, CanadaAesthetic Dentistry Certificate -
Las Vegas Institute
Las Vegas, NVSmile Design Certificate -
Rosenthal Institute
Manhattan, NYDental Assistant Certification -
Okanagan College
Kelowna, BC, CanadaHigh School Diploma -
Summerland Secondary
Summerland, BC, CanadaSkills
- Microsoft Office
- Call center experience
- Teamwork and collaboration
- Salesforce, Calabrio
- Nice, InContact, Verint, UKG Pro
- Active listening skills
- Documentation management
- Scheduling of appointments
- Exceptional communication
- Insurance verification
- Medical terminology
- Medical coding: CPT, ICD-10, and HCPCS
- Accountability and problem-solving skills
- Conflict resolution
- Investigate claims
- Excellent phone demeanor
- Insurance billing
Timeline
Client Enrollment Specialist
Thriveworks
01.2024 - 08.2024
School Enrollment Specialist
Stride, Inc.
08.2020 - 02.2023
Customer Service Representative
SYKES
10.2018 - 12.2019
Dental Receptionist
Southfort Dental Center
08.2016 - 03.2017
Dental Office Manager
Skyline Dental Clinic
08.2015 - 08.2016
Dental Receptionist/RDA
Gibbons Dental Clinic
08.2007 - 08.2008
Dental Office Manager
Enamel
01.2001 - 03.2005
Medical Coding and Billing Certification - Certified Professional Coder
University of Houston
Medical Terminology -
University of Houston
Dental Prosthetics Certification -
NAIT
Aesthetic Dentistry Certificate -
Las Vegas Institute
Smile Design Certificate -
Rosenthal Institute
Dental Assistant Certification -
Okanagan College
High School Diploma -
Summerland Secondary