Dzenita Haljilji
Urbandale,IA
Summary
Detail oriented Dental Treatment Coordinator and front Desk Receptionist with a strong background in patient relations, appointment scheduling, treatment coordination, and insurance processing. Recognized for delivering exceptional customer service, supporting efficient daily operations, and helping patients feel informed and comfortable throughout their dental care experience. Experienced in handling confidential records, managing billing inquiries, and working collaboratively with dental teams to ensure smooth patient flow and high quality service.
Overview
14
14
years of professional experience
Work History
Treatment Coordinator
Martineau Dentistry
Surprise, AZ
07.2023 - Current
- Coordinated and optimized treatment schedules, ensuring effective workflow management throughout the practice.
- Facilitated patient understanding of treatment options, effectively addressing concerns and enhancing decision-making processes.
- Enhanced patient and family experiences by providing exemplary customer service in a supportive setting.
- Outlined payment options and timelines for patients, ensuring clarity and understanding of financial arrangements.
- Resolved billing issues to enhance patient satisfaction. Streamlined appointment scheduling processes for efficiency. Confirmed insurance coverage to support patient access to services.
- Educated patients regarding dental benefits to enhance understanding and streamline payment processes with insurance companies.
- Conducted thorough reviews and enhancements of policies and procedures to align with HIPAA compliance and benefits administration protocols.
Receptionist
Westwind Dental
Litchfield Park, AZ
02.2023 - 07.2023
- Coordinated efficient appointment scheduling to support operational efficiency and improve client satisfaction.
- Streamlined insurance verification procedures, contributing to improved accuracy in claims processing.
- Cultivated a welcoming atmosphere for visitors and customers through professional and knowledgeable support.
- Oversaw appointment confirmations and facilitated communication with clients to enhance record accuracy.
- Supported new client integration by overseeing paperwork completion and enhancing overall onboarding experience.
- Implemented a streamlined appointment system, significantly reducing wait times and elevating client satisfaction levels.
- Managed and optimized information organization in computer databases to enhance data accessibility.
Receptionist
Kids Dental Brands
Glendale , AZ
06.2021 - 09.2022
- Facilitated daily communication through 300+ inbound and outbound calls to enhance customer relations.
- Facilitated communication with callers by addressing their inquiries and ensuring clarity of information provided.
- Managed client communications and ensured timely updates to database records.
- Maintained comprehensive records by entering daily data into computer systems and tracking office activities meticulously.
- Monitored adherence to company policies and scripts, achieving consistent call-time and quality performance.
- Coordinated front desk functions, ensuring seamless patient flow and effective management of appointment schedules.
Customer Service Representative
Kemper Insurance Company
Phoenix, Arizona
11.2020 - 05.2021
- Utilized claims system to investigate policy data, ensuring accurate identification of policies and due benefits for claim processing.
- Handled initial loss submissions from clients, accurately processing correspondences received through email and phone.
- Demonstrated a consistently positive and empathetic demeanor while engaging with both internal and external customers.
- Streamlined processes for resolving customer inquiries, contributing to high satisfaction and retention rates.
- Reviewed and adjusted policies to maintain precise and reliable customer record-keeping.
Customer Service Manager
Walmart
Surprise, AZ
06.2012 - 10.2020
- Led a workforce of more than 200 associates, ensuring effective team performance and operational efficiency.
- Managed daily operations and engaged with team members to uphold clearly defined expectations and enhance team collaboration.
- Managed cash transactions and deposit documentation to ensure financial accuracy and compliance.
- Facilitated efficient and friendly service interactions, focusing on customer needs.
- Oversaw customer service team initiatives aimed at enhancing satisfaction and efficiently resolving customer issues.
- Analyzed team performance through regular evaluations, pinpointing areas for improvement and developing strategic action plans.
- Achieved alignment on team priorities through effective scheduling. Enhanced performance monitoring processes to boost overall productivity.
Education
High School Diploma -
Penn Foster High School
Pennsylvania04-2020
Skills
Microsoft Excel
Microsoft Office
Dentrix software
Insurance verification
Expertise in HIPAA regulations
Data analysis
Medical records
Communication
Teamwork
Time Management
Languages
Bosnian
Native or Bilingual
Timeline
Treatment Coordinator
Martineau Dentistry
07.2023 - Current
Receptionist
Westwind Dental
02.2023 - 07.2023
Receptionist
Kids Dental Brands
06.2021 - 09.2022
Customer Service Representative
Kemper Insurance Company
11.2020 - 05.2021
Customer Service Manager
Walmart
06.2012 - 10.2020
High School Diploma -
Penn Foster High School