Elizabeth Hernandez
Las Vegas
Summary
Professional with high standards and results-driven approach, prepared for role of Office Manager. Skilled in team collaboration, adaptable to changing needs, and reliable. Proficiencies include administrative management, scheduling, budgeting, and staff coordination. Known for effective communication, problem-solving, and organizational skills.
Overview
12
12
years of professional experience
Work History
Office Manager
Aloha Dental
12.2024 - Current
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Increased Clean Claims from 40% to 53% in my first Quarter in calibration with our AR team.
- Increased Collections $45k resulting in 120,000 in collections in my first quarter.
- Implanted new insurance verification protocols to increase our clean claim ratio and to decrease our denial's.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Assisted in the recruitment process, conducting interviews and onboarding new employees to promote a seamless integration into the team dynamic.
- Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.
- Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
Office Manager
Absolute Dental
04.2022 - 11.2024
- Evaluated and identified ineffective workflow processes, reduced overtime by 40% and improved revenue 30%
- Administrative functions related to billing and accounts receivable
- Increased our prior balance collections from 10% to 90% in 1 year
- Increased providers weekly productivity, from pay day rate to 2nd tiers within one month
- Maintained it through 1st and 2nd quarter
- Reduced Medicaid visits for practice from 56.5% in 2022 to 46% in 2023
- Mitigated regulatory risks by ensuring program requirements adhered to HIPPA's compliance standards
- Administered physical and digital filing systems, data-entry, keeping customer records well-organized and easily retrievable by team members
- Automated office operations, managing client correspondence, and data communications
- Develop and recommend programs to improve office operations, patient retention, and profitability
- Develop and implement office budget
- Partner with our associate dentists and Executive leadership team to make operational decisions to benefit dental practice
- Understand, analyze, and action plan key performance metrics to successfully lead and grow business
- Managed office operations while scheduling appointments for department managers
- Established workflow processes, monitored daily productivity and implemented modifications to improve overall performance of personnel
- Coached new hires on company processes while managing employees to achieve maximum production while reducing 40% of over-time
- Coordinated special projects and managed schedules
- Established and developed strong administrative team by delivering ongoing coaching and motivation and fostering career advancement
- Prepared meeting materials and took clear notes to distribute to stakeholders
- Maintained CRM database with customer updates and report generation
- Aggregated and analyzed data related to administrative costs to prepare budgets for corporate-level management
Sr. Customer Service Representative Bilingual
Zenith American Solutions, Inc
07.2018 - 04.2022
- Independently provide customer service by responding to and documenting telephone and/or written inquiries, including more difficult or complex inquiries
- Meet with participants to answer questions and resolve claims and/or eligibility issues
- Request check tracers and stop payments, and assist with researching and preparing appeals, as applicable
- Managed 30 calls per hour and maintained 100% note taking accuracy metrics under 30 seconds
- Implement new programs to meet client's needs and improved customer retention to 45%
- Managed and consulted customer expectations, contribute to high level of customer satisfaction
- Consistently meet established performance standards, including quantity and quality call standards
- Maintain current knowledge of assigned Plan(s) and effectively apply knowledge in all job functions
- Facilitated inter-departmental communication to effectively provide customer support
- Cross-trained and provided back-up for customer service managers
- Trained new personnel regarding company operations, policies, and services
- Achieved outstanding ratings on Email Handle Time (EHT), Chat Handle Time (CHT), Phone Handle Time (PHT) and Quality and Voice of Customer (VOC)
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals
- Implemented and developed customer service training processes
- Conducted research, gathered information from multiple sources and presented results
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity
- Oversaw daily operations to ensure high levels of productivity
- Worked closely with customer service manager to maintain optimum levels of communication to effectively and efficiently complete projects
- Created plans and communicated deadlines to ensure projects were completed on time
- Actively listened to customers' requests, confirming full understanding before addressing concerns
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions
- Researched and rapidly resolved client conflicts to maintain key accounts
- Engaged clients in person and over phone to answer questions and address complaints
- Maintained accurate and current customer account data with manual forms processing and digital information updates
- Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member
- Leveraged consistent, successful strategies to meet and exceed performance goals
- Watched flagged customer accounts to monitor ongoing issues and deploy newfound solutions for outstanding concerns
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations
- Identified issues, analyzed information and provided solutions to problems
- Skilled at working independently and collaboratively in a team environment
Insurance Coordinator/Billing
Absolute Dental
05.2016 - 07.2018
- Prepared budget reports for end of day, monthly/quarterly business needs
- Complete claims, pre-determination's and pre-authorizations via NEA software, also coordinating with billing
- Submit specialty referrals for office and coordinate with those departments to ensure patients have smooth transition and stay on track with proposed treatment plan
- Managed office consisting of 15 employees, doctor, and hygienist
- Defined sales process that drove desired sales outcomes and identify improvements where and when needed, maintained rate of 85% closed cases
- Coordinated with doctor and hygienist to ensure adequate personnel is on staff
- Prepared insurance claims for submission to clearinghouses or insurance companies
- Filed and tracked insurance claims and communicated claims status to patients
- Maintained compliance with local, state, and federal regulations governing insurance, Medicare and Medicaid requirements
- Referenced monthly aging reports to follow up on unpaid claims and obtain maximum reimbursement
- Obtained prior authorization and precertification for outpatient procedures
- Reviewed accounts receivable reports, insurance contracts and weekly and monthly financial reports
- Achieved revenue goals by managing collections and accounts receivables, referral process and insurance billing
- Reviewed outstanding requests and redirected workloads to complete projects on time
- Maintained strong knowledge of basic medical terminology to better understand services and procedures
- Responded to customer concerns and questions on daily basis
- Executed billing tasks and recorded information in company databases
- Managed invoicing and payment processing operations
- Handled account payments and provided information regarding outstanding balances
- Processed payment via telephone and in person with focus on accuracy and efficiency
- Produced and mailed monthly statements to customers and assisted with related requests for information and clarification
- Received and sorted mail, prepared packages for delivery and scanned documents
- Developed rapport with clients and vendors to cultivate loyalty and satisfaction
- Trained and mentored new team members and managers on accounts payable systems and policies to build cohesive groups and promote operational performance
- Assured timely verification of insurance benefits prior to patient procedures or appointments
- Resubmitted claims after editing or denial to achieve financial targets and reduce outstanding debt
- Calculated adjustments, premiums and refunds
Assistant Manager/Billing Coordinator
Boston Dental Group
09.2013 - 07.2016
- Responds to incoming customer service requests, both verbal and written (calls, emails, chats)
- Created monthly and quarterly budgets for our organization
- Managed billing and accounting department, sent out invoices, and maintaining 85% collection rate
- Created new programs and implemented them to retain patients and maintain office's closing costs
- Coordinated with lead dental assistant and hygienist to order inventory while maintaining low cost for our office
- Handled escalated, complex denials
- Analyzing and solving customer problems
- Provide information about establishment, such as location of departments or offices, employees within organization, or services provided
- Facilitate customer meetings with Central Service Team, regional/VP's regularly to assess trends and keep abreast of any escalating issues and service trends
- Assisted in recruiting for organization in case by case
- Managed office's social media accounts
- Worked with our regional manager to promote and calibrate on sales advertisements
- Strengthened merchandising and promotional strategies to drive customer engagement and boost sales
- Mentored sales team in applying effective sales techniques and delivering top-notch customer service
- Planned team-building exercises to increase employee performance and job satisfaction
- Helped with planning schedules and delegating assignments to meet coverage and service demands
- Reviewed sales and gross profit reports to determine options for increasing market growth
- Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements, and evaluate progress toward goals
- Set and enforced policies focused on increasing team productivity and strengthening operational efficiency
- Reduced corporate costs by developing and implementing improved merchandising, receiving and maintenance procedures
- Achieved recognition for contribution to office success by optimizing sales
Education
High School Diploma -
Chaparral High School
Las Vegas 07-2009
Skills
- Insurance verification
- Accounts receivable
- Budget management
- Workflow optimization
- Data analysis
- CRM management
- Payroll and budgeting
- Account reconciliation
- Claims processing
- Project management
- Team building
- Goals and performance
- Business development and planning
- Sales development
- Operational oversight
- Industry expertise
Timeline
Office Manager
Aloha Dental
12.2024 - Current
Office Manager
Absolute Dental
04.2022 - 11.2024
Sr. Customer Service Representative Bilingual
Zenith American Solutions, Inc
07.2018 - 04.2022
Insurance Coordinator/Billing
Absolute Dental
05.2016 - 07.2018
Assistant Manager/Billing Coordinator
Boston Dental Group
09.2013 - 07.2016
High School Diploma -
Chaparral High School
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