MARNI PHILLIPS
Carlsbad,CA
Summary
Experienced Dental Office Manager with twenty-eight years in the dental field including twelve years of administrative management experience. I am eager to leverage my leadership skills to drive the success of a patient-centered practice. Talented in prioritizing tasks and handling multiple responsibilities to efficiently achieve team and practice objectives. A detail-oriented and methodical leader with a track record of effectively mentoring teams. Committed to bringing a high level of excellence and a strong work ethic to your organization.
Overview
28
28
years of professional experience
Work History
Office Manager/Lead Treatment Coordinator
Advanced Dentistry
11.2012 - 05.2024
- Maintained a professional and welcoming atmosphere, fostering strong relationships with patients and encouraging referrals.
- Provided excellent customer service to create positive experiences and build and maintain patient trust.
- Effectively resolved patient concerns or complaints, maintaining excellent client relations and promoting ongoing customer loyalty, with the goal of creating patient referrals.
- Collaborated closely with dentists to create customized treatment plans tailored specifically to each individual's needs while maximizing practice profitability.
- Presented comprehensive treatment plans (including full mouth cosmetic rejuvenation/restoration) at consultations with the goal to collect fees upfront, maximize insurance benefits, and provide third-party financing options as needed.
- Increased case acceptance rates by presenting comprehensive treatment options and financial arrangements to patients.
- Communicated with insurance companies to dispute unpaid claims and verify patient coverages.
- Maintained strict confidentiality of all patient records, ensuring compliance with HIPAA regulations and safeguarding sensitive personal information.
- Enhanced patient satisfaction by streamlining appointment scheduling and managing insurance claims.
- Streamlined office operations by regularly evaluating workflows, identifying areas for improvement, and implementing necessary changes for increased productivity.
- Achieved revenue goals with successful management of patient scheduling, receivables and miscellaneous operations expenses.
- Reduced wait times for patients through effective coordination of staff schedules and resource allocation.
- Developed successful marketing strategies to attract new patients while retaining existing clientele base.
- Assisted in the recruitment, hiring, and training of high-quality dental staff to ensure exceptional patient care. Assisted in doubling the size of the practice from a four member team to an eight member team.
- Assisted dentists in delivering optimal care through thorough documentation of patient histories and treatment progress.
- Developed and nurtured professional relationships with other practices in the dental community. Managed complex cases involving multiple specialists, ensuring seamless coordination of care for patients.
- Boosted dental practice revenue by optimizing billing procedures and diligently following up on outstanding payments.
- Provided exceptional customer service when addressing patient inquiries or concerns via phone calls, text or email correspondence.
- Streamlined dental office operations through efficient scheduling and coordinating appointments.
- Prepared insurance claim forms, explained benefits, and outlined pricing details for procedures and services.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Coordinated and led office events and weekly team meetings, including daily team morning huddles, ensuring timely execution and optimal scheduling for all participants.
- Enhanced communication within office by implementing centralized digital messaging platform.
- Reduced appointment cancellations and no-shows with proactive reminder and follow-up system.
- Improved patient intake process, making it more efficient and reducing wait times.
- Served as a liaison between dentists and team members, facilitating open channels of communication to address concerns or issues promptly.
- Conducted regular reviews of office procedures, identifying and implementing improvements for operational excellence.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Developed and enforced office policies to maintain high standards of patient care and confidentiality.
- Increased efficiency in billing processes, leading to quicker reimbursements and improved cash flow.
- Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
- Streamlined patient record-keeping with adoption of new dental software, ensuring accuracy and compliance with healthcare laws.
- Improved team morale and reduced turnover through regular training sessions and team-building activities.
- Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
- Provided support during dental procedures as needed, enhancing overall patient experience during their visits to the office.
- Kept abreast of the latest advancements in dental treatments and technologies, ensuring patients received the most up-to-date care possible.
- Contributed to practice growth by actively participating in marketing initiatives aimed at attracting new patients.
- Oversaw the daily goings-on of running a dental practice, including scheduling daily production for each provider (dentist/hygienist) to reach a proposed monetary goal for each day.
- Answered telephone calls to offer office information, answer questions, schedule appointments and direct calls to staff.
- Coordinated new patient calls, conducted intake interviews/screenings, and recorded relevant information. Scheduled initial appointments with consultations for treatment plan presentations.
- Helped patients complete necessary medical forms and documentation. Registered and verified patient records before any scheduled appointment with the most up-to-date information.
- Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
- Performed various administrative tasks by filing, copying and faxing documents.
- Completed administrative patient intakes with case histories, insurance information and mandated forms.
Hygiene Coordinator; New Patient and Lead Treatment Coordinator
Strober Professional Dental Corporation
04.2010 - 10.2011
- Working closely with Doctor in putting together treatment plans and presenting treatment plans to both new and existing patients
- Concentrating on building relationships with existing patients, assisting hygienist in five different screenings and recording periodontal charting and treatment notes
- Scheduling each hygienist to goal while monitoring daily and monthly production
- Confirming appointments, managing patient recall, and appointing patient for treatment diagnosed
- Welcoming patients to the office and conducting new patient interviews before walking patient through their appointment, and assisting them in making appointments for treatment diagnosed, utilizing third party financing if needed
- Verifying insurance and obtaining preauthorization of insurance benefits, billing insurance
- Collecting payments, monitoring collections, and scheduling for daily, monthly, and yearly goal
- Checking patients in upon arrival, managing income phone call activity, computer data entry and data management
- Setting up and updating office's social media sites.
Front Office Coordinator
Jeffrey Keeney, D.D.S
10.2009 - 04.2010
- Checking in patients upon arrival; managing incoming phone call activity; scheduling hygiene and other various dental procedure appointments; coordination of dental laboratory processing; pharmaceutical coordination; handling patient recall; insurance verification and preauthorization of benefits; processing new patients; collecting payments; computer data entry and data management.
Front Office Coordinator
Gray and Williams Dental Care
05.2000 - 11.2001
- Checking in patients upon arrival; managing incoming phone call activity; scheduling hygiene and other various dental procedure appointments; coordination of dental laboratory processing; handling patient recall; insurance verification and preauthorization of benefits; processing new patients; collecting payments; computer data entry.
Registered Dental Assistant
Jeffrey Lockwood, D.D.S.
05.1998 - 05.2000
- Assisting chairside throughout various procedures, including amalgam and composite restorations, inlay, onlay, crown and bridge restorations; implant procedures; taking of alginate impressions; pouring stone models for diagnostic study; coronal polishing; taking periapical, bitewing, occlusal and panorex radiographs; sterilizing dental instruments; charting of existing oral conditions; advising patients on post-procedure follow-up care; assisting in denture fabrication
- Telephone; scheduling appointments; patient recall; computer data entry.
Registered Dental Assistant
Prouse & Cardoza Dentistry
03.1998 - 05.1998
- Assisting chairside throughout various procedures, including amalgam and composite restorations; crown and bridge restorations; endodontic procedures; fabrication of temporary crowns; taking of alginate impressions; pouring stone models for diagnostic study; coronal polishing; taking periapical, bitewing, endodontic, occlusal and panorex radiographs; sterilizing dental instruments; charting of existing oral conditions; ordering of dental supplies
- Telephone; scheduling appointments; patient recall; computer data entry.
Registered Dental Assistant
Steven E. Krause, D.D.S., M.A.G.D.
03.1996 - 05.1998
- Assisting chairside throughout various procedures, including amalgam and composite restorations; crown and bridge restorations; endodontic procedures; fabrication of temporary crowns; taking of alginate impressions; pouring stone models for diagnostic study; coronal polishing; taking periapical, bitewing, endodontic, occlusal and panorex radiographs; sterilizing dental instruments; charting of existing oral conditions
- Telephone; scheduling appointments; patient recall; computer data entry.
Education
Registered Dental Assistant Program
San Diego Mesa College
San Diego, CA06.1995
Skills
- Comprehensive Office Management and Administration
- Exceptional Patient Care and Coordination Specialist
- Expert in Managing Complex Schedules and Tasks
- Comprehensive Treatment Planning and Case Presentation
- Scheduling and Time Optimization Expertise
- Financial Planning and Coordination
- Innovative Strategic Planning
- Team Leader and Staff Management
- Leadership in Coaching and Mentoring
- Development and Growth of Dental Practices
Specialskills
- 08/01/94, 06/01/95, Registered Dental Assisting Program, Mesa Junior College, San Diego, California, dental radiology, coronal polishing
- 01/01/96, Registered Dental Assistant
Timeline
Office Manager/Lead Treatment Coordinator
Advanced Dentistry
11.2012 - 05.2024
Hygiene Coordinator; New Patient and Lead Treatment Coordinator
Strober Professional Dental Corporation
04.2010 - 10.2011
Front Office Coordinator
Jeffrey Keeney, D.D.S
10.2009 - 04.2010
Front Office Coordinator
Gray and Williams Dental Care
05.2000 - 11.2001
Registered Dental Assistant
Jeffrey Lockwood, D.D.S.
05.1998 - 05.2000
Registered Dental Assistant
Prouse & Cardoza Dentistry
03.1998 - 05.1998
Registered Dental Assistant
Steven E. Krause, D.D.S., M.A.G.D.
03.1996 - 05.1998
Registered Dental Assistant Program
San Diego Mesa College
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