Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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DEVONNA FRANKLIN

Prince Frederick,MD

Summary

Seasoned Office Manager with a proven track record at SL Sample, DDS, LLC, excelling in complex problem analysis and relationship-building. Spearheaded quality assurance initiatives, significantly enhancing customer satisfaction. Skilled in database management and event planning, adept at fostering team cohesion and driving operational excellence. Demonstrates a confident approach in leveraging excellent customer service skills to achieve and exceed business objectives.

Overview

21
21
years of professional experience

Work History

Office Manager

SL Sample, DDS, LLC
Camp Springs, MD
10.2022 - Current
  • Analyzed data from various sources to identify trends and make recommendations for improvement.
  • Managed front desk operations including greeting visitors, answering questions or directing them to appropriate personnel.
  • Assisted with the preparation of budgets, forecasts and financial statements.
  • Supervised staff members, organized schedules and delegated tasks.
  • Responded to customer inquiries via phone or email in a professional manner.
  • Answered phone calls, responded to emails, routed mail and coordinated courier services.
  • Organized company events including holiday parties, team building activities .
  • Maintained confidential records relating to personnel matters.
  • Resolved customer inquiries in a timely manner while maintaining positive relationships with clients.
  • Prepared agendas for board meetings along with taking minutes during sessions.
  • Reviewed contracts for accuracy prior to signing off on behalf of the company.
  • Used judgment and initiative in handling confidential matters and requests.
  • Oversaw receiving and organizing correspondence, answering and forwarding calls and creating business letters and records.
  • Trained and mentored administrative staff members in company policies, daily task execution, and industry best practices.
  • Coordinated office activities and operations to secure efficiency and compliance with company policies.
  • Maintained accurate documentation of patient information in accordance with HIPAA regulations.

Office Administrator

Dr. Dana Jackson and Associates
Oxon Hill, MD
09.2020 - Current
  • Verifying patient insurance coverage and benefits
  • Treatment planning
  • Patient check out and billing transaction
  • Research and resolve incorrect payments
  • Research and resolved Explanation of Benefits (EOB)
  • Update and maintain patient charts including health history updates, HIPAA and office policies
  • Very knowledgeable with Dentrix software
  • Patient Reactivation
  • Educated patients on dental insurance coverage
  • Assisted with new team member training

Practice Administrator

King Centre Dental
Alexandria, VA
12.2003 - 08.2020
  • Oversaw daily dentist practice operations managing a staff of 13 employees
  • Responsibilities include administrative, dental billing, human resources policies and procedures, workflow, payroll and quarterly tax preparation and submission, conflict and personnel resolution, and office staff recruitment
  • Provided support and performed regular Quality Assurance reviews for client intake, registration, and scheduling functions and treatment planning
  • Maintained and operated the electronic health records personnel records, licenses and permit renewals, budget monitoring and controlled expenditures, and billing system
  • Developed and revised dentist practice performance goals related to process improvements, patient satisfaction, revenue cycle/financial performance, with owner buy-in
  • Scheduled meetings, conferences, seminars and coordinated travel arrangements
  • Ensures the practice meets all mandates (OSHA, HIPAA) and maintains quality and performance improvements
  • Provided leadership, positive reinforcement and development of new roles within the departments to facilitate staff growth
  • Established long range objectives and specifying the strategies and actions to achieve these objectives
  • Mentored manager, assistants, hygienists and support staff
  • Developed reports, spreadsheets, and strong database management
  • Established, leads and executed reward processes, performance reviews, including salary reviews, and bonus payments
  • Provided excellent customer service and patient care
  • Developed monthly reports to track and monitor key performance factors
  • Developed and coordinated with marketing and advisors both internally and externally
  • Inspired, motivated, listened and was compassionate to staff, which resulted in them trusting, being reliable and exceeding the goals of the office

Education

Associate of Arts - Medical Secretary

Prince George's Community College
Upper Marlboro, MD
05.1990

High School Diploma -

Calvert High School
Prince Frederick, MD
06.1987

Skills

  • Public Speaking
  • Relationship-building
  • Quality Assurance
  • Recruitment
  • Complex problem analysis
  • Excellent customer service skills
  • Vendor Sourcing
  • Treatment Planning
  • Event Planning
  • Marketing
  • CDT coding and Billing
  • Database Management
  • Staff hiring
  • Relationship building
  • Customer relations
  • Team bonding
  • Credit and collections

Accomplishments

  • Fellow American Association of Dental Office Management

Timeline

Office Manager

SL Sample, DDS, LLC
10.2022 - Current

Office Administrator

Dr. Dana Jackson and Associates
09.2020 - Current

Practice Administrator

King Centre Dental
12.2003 - 08.2020

Associate of Arts - Medical Secretary

Prince George's Community College

High School Diploma -

Calvert High School

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DEVONNA FRANKLIN