Gwendolyn Eilers

• Management and Servant Leadership of front office team 2018-2022 including but not limited to all front office scheduling to productive levels and collections to goal.
• Providing consistent and exceptional customer service with the goal to build transparency, trust and strong relationships with team and our patients.
• Personal accountability to insure my ROI value and create impact to achieve daily, quarterly and annual company goals.
• Created weekly front office team schedules and maintained consistent coverage of the front desk during business hours 2018-2022
• Created and implemented systems such as our master schedule & route slip review to increase over the counter collections and streamline checkout services, ultimately yielding higher over the counter collections and informed customer care.
• Prepared meeting agendas weekly for front office team meetings. Cultivated a safe environment for feedback, improvement and innovation for our department 2018-2022
• Participated in team member interviews, hiring, training, onboarding and evaluation of growth. Held feedback and accountable discussions and developed action plans to team members & management. As needed, held crucial and disciplinary conversation for corrective action and provided written detail to team member and management of occurrence.
• Created and implemented EFT payments in the office to replace 90% of hard copy insurance checks since 2017. Maintaining daily spreadsheet of entry to balance bank, insurance and dentrix entry.
• Currently responsible for monitoring bank for EFT payment, pulling all EFT's from insurance sites, entering payments to patient accounts and balancing daily.
• Created and currently maintaining an accounts receivables monthly timeline of tasks to increase over the counter and billing related collections. responsible for all tasks related to company insurance, private accounts billing, resolution of claims requests and refunds to patients and insurance companies requesting.
• Worked with management to implement & maintain front office team scheduling, production and collection benchmarks measuring weekly, monthly, quarterly for progress and improvement. Participated in creation of bonus reward systems for team members meeting monthly benchmarks. 2018-2022
• Current handling of sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy or legal regulations.
• Currently participate within our management team to create and maintain our current KPI statistics measurement system, providing monthly accounts receivable numbers to the leadership team.
• Company Billing and Credentialing Manager in a 100% remote position continuing to impact and maintain systems created, participating in the leadership team and supporting the front office team as needed. 2022- Current
• Currently participate in weekly leadership team meetings, accountable for prepared weekly speed check reports of actionable items to include progress made, upcoming tasks, KPI Measurement & roadblocks in an effort to reach and surpass our goals.
• Consistent, prompt and professional email communication with daily follow up action.
• Implemented and currently maintaining our patient attrition system of documentation, workflow and facilitation of digital upload to the edossea portal. Created effective tracking of patient attrition on excel spreadsheet providing to Dr's and team monthly.
• Implemented and currently maintaining the OSA Device billing, workflow of documents and ledger documentation. working with 3rd party billing to ensure documentation received, claim payment and payment entry occur in a timely manner
• Current tracking of ROI lab cost & impact for OSA Sleep devices on Excel Spreadsheet
• Implemented and currently maintaining the VA Veteran Program billing, workflow and documentation. Responsible for all scheduling, preauthorization, documentation upload to VA portal and payment entry. Our goal is to ensure excellence in caring for our Veteran patients.
• Responsible for all Dr. and insurance related credentialing and submission of current documentation to all contracted insurances.

• Oversaw daily practice operations to guarantee seamless service delivery for patients and providers alike transitioning from practice consultant to practice administrator.
• Improved patient wait times by streamlining check-in processes and optimizing appointment scheduling procedures.
• Introduced daily, monthly and annual productivity and collection goals into the practice.
• Improved scheduling to production utilizing a Rock/Sand/Water concept.
• Improved productivity levels by implementing consistent confirmation of appointments.
• Implemented Verification of benefits for all patients seen in an effort to reduce billing errors and efficiently collect copayments at the time of service.
• Implemented consistent operatory setup and central stock in an effort to reduce waste and overhead and streamline patient care.
• Monthly payment of practice invoices/accounts payables and spreadsheet tracking provided to accountant.
• Improved appointment retention by presenting signed treatment plan estimates and collecting pre-payments.
• Boosted practice growth through the development of marketing initiatives and community outreach efforts.
• Coordinated facility maintenance to ensure a clean, comfortable environment for patients and staff members alike.
• Created all team working schedules and coordinated coverage for entire office including vacations and holiday impacts.
• Responsible for all accounts receivables and maintaining 98% adjusted collections.
• Implemented several systems to impact team culture, collections and improved customer service. such as master schedule, morning huddle with schedule audits, weekly team meetings and team building activities.
• Facilitated all team interviews, hiring, action plans for growth, disciplinary discussion, documentation,termination, labor board reportings and hearings.
• Managed financial aspects of the practice, including budgeting, billing, and insurance claims processing.
• Fostered a positive work culture by promoting open communication, teamwork, and professional development opportunities among staff members.
• Ensured compliance with industry regulations and best practices to maintain a safe and efficient work environment including but not limited to OSHA and HIPPA.
• Streamlined office operations by implementing efficient administrative systems and procedures.
• Partnered with local healthcare organizations to facilitate networking events aimed at raising awareness about available specialty services provided at our clinic.
• Developed customized reporting tools that allowed for better tracking of key metrics affecting overall practice performance.
• Handled all payroll management, and submissions thru ADP
• Assessed processes and procedures, complying with OSHA, and HIPAA regulations.
• Supervised team of 12 office personnel.
• Ordered all office supplies and implemented inventory tracking system in partnership with vendors software in an effort to reduce overhead cost while keeping watch weekly on inventory levels and making negotiations when needed to reduce overhead cost.

* Created Office and Team action plans for growth and profitability based on office reports, team evaluation, thrive meetings, office follow up and reporting provided monthly.

* Meeting with Dr's to review office metrics, determine impact actions and create a realistic plan to present to the team, then working with team members directly to gain buy in and trust.

* Evaluation and implementation of improved systems and communication in an effort to streamline, scale for growth in a realistic timeline and reduce overhead costs.

* Benchmarking and goal setting for measured and predictable outcome.

* Team member evaluation, coaching up and sometimes coaching out as needed for the practice. Assisting with growth of team members into strong leaders in the practice.

* Bi-weekly practice on-site visits for observation, support and team meetings to review progress of action plans and moving the practice forward toward goals.

* Assisting with creating trend analysis measurement and PNL integration into the practices in an effort to work toward measured profitability goals.

* Cultivating and maintaining a fine line of consulting but not doing relationship with clients thru action plans, accountability and crucial conversations.

Ø Office Manager

Ø Oversee daily production/collection and office operations

Ø Daily audit of all patient route slips for in-office deductible/co-pays to be collected at service

Ø All OTC Collection

Ø Treatment plan presentation and all financial arrangements

Ø Schedule audit for next day huddle preparedness

Ø Oversee all appointments confirmed 2weeks/2 days ahead

* All insurance claims and Preauthorization e-claim with attachments same day

* All insurance checks put in Dentrix System, all accounts billed and G-noted that did not have zero balance after insurance payment

* Actively Worked Front Desk 40 hrs weekly

* Daily ensurance of schedule to Goal, confirmation of appointments and filling of holes in the schedule

* Pulled and updated all verification of insurance and entered into Dentrix patient information

* Prepared and presented all treatment plans to patients including all sedation dentistry and pre-pay collections.

* Obtained all patient informed consent and scanned to files

* All patient monthly statements sent with collection call follow up

* Weekly insurance aging report as needed for claim follow up and payment

* Daily end of day balance and deposit performed, completed for banking and given to Dr.

* Monthly reporting/trend analysis statistics information prepared for Dr and Team to measure performance and opportunities to move forward

* Team meeting agenda and training

* Team interviews, hiring, onboarding and training

* Marketing coordination with Web Market site, website content development and patient point of contact

Ø Office Manager

Ø Front Desk duties

Ø Working with Dr. to review monthly stats and goal setting

Ø Created and maintained office supplies budget of 4% monthly

Ø Reviewed invoices for accuracy and paid all office supplies and lab bills

Ø Submitted line Item accounting of clinical expenses and labs to Dr. Monthly

Ø Accounts Receivable including insurance aging and billing 98% collection

Ø Insurance claims follow up including claim narrative and appeals letters

Ø Building schedule to daily goal

Ø Confirming dental appointments for next 2 days and 2 weeks out hygiene

Ø Maintaining Hygiene recare system

Ø Reviewing next day schedule to report in huddle next day treatment plans to present

Ø Creating Daily Sales Line up

Ø Treatment Plan Presentation

Ø Collecting OTC payments and future treatment payment

Ø End of day balance report daily

Ø Created office marketing brochures and tracked ROI monthly statistics

Ø OSHA Officer

Ø Payroll submission

Ø Dental Assisting as needed

Ø Maintain Monthly Statistics for Progress Measurement

Ø Continued training in Tampa for Practice Management

Ø Team member interview and hiring training as needed

Ø Regional Administrator- 4 offices

Ø Marketing Manager

Ø Brochure design for 21 practices thru Chrisad dental marketing group

Ø Office opening marketing and systems setup for front office teams

Ø Coordination with county personnel for permits, obtained new address information, phone service to apply to brochure

Ø Coaching for 21 offices phone skills training, front desk associate basic skills

Ø Working knowledge of Eaglesoft and Dentrix dental software

Ø Continued monthly tracking and reporting to executive team regarding referral source tracking

Ø Created and managed the marketing budget for the 2009 marketing year

Ø Booth set up for community events for practice marketing

Ø Presented marketing ideas for office managers at quarterly meetings

Ø Weekly meetings with CEO to discuss marketing efforts and ideas

Ø Practice Administrator Northern VA- 5 offices

Ø Practice Administrator Greater Cincinnati, Northern KY area- 3 offices

Ø Education and group dental acquisitions team member for coaching and systems implementation

Ø AR specialist in insurance and collections special projects team- average 98% collections impact

Ø Team leader and culture coach for increased performance in convergent teams

Ø Schedule Coordinator -oversee schedules in each office and meet daily/weekly projection for each office budget

* Monthly Trend analysis and PNL evaluation per office to determine goals achieved and action plan for those not met.

Ø Weekly meetings with Dr’s to action plan monthly for goals not met and weekly office visits to observe, train and meet with team members to support.

* Working within the offices in various positions as needed to support

* Communicating IT issues per office as needed- going to offices to troubleshoot as needed and resolve

* System conversion team for aquistion of Eaglesoft to Dentrix Enterprise offices

Ø Thrive analyst and action planning to determine team strengths and weaknesses and action plan to move a team toward breakthrough performance levels

Ø Problem solving for WIN outcome for patients and practice.

Ø Payroll Administrator for each office

Ø Hiring, training, coaching and disciplinary action as needed

Ø Monthly travel to corporate meetings

Ø Facilitator for Dental U 101, 201 and Team leadership within heartland dental care Traveling monthly to Indiana for teaching large classrooms of new hire teams.

Ø Supplies and office budget coordinator- oversee Bottom line contribution per office to meet ESOP bank valuation.

Ø Dental office manager- 5 team members

Ø Eagle Soft Dental Software

* Assisting Dr as needed

* All front desk duties

* Ordering of office supplies

Ø Payroll administrator

Ø HR hiring, onboarding and training for all office positions

Ø All accounts receivables duties

Ø Schedule coordinator- daily schedule to goal

Ø Increased production by 80% and created an office budget for bottom line contribution and profitability

Ø Credentialing and maintaining partnership with over 15 PPO,HMO,DMO and Capitation plans

• Provided exceptional customer service, addressing patient concerns promptly and professionally.
• Prepared rooms for patient treatment by cleaning and sterilizing tools and equipment and setting up x-ray machines.
• Supported dentists during procedures, assisting dental fillings, permanent, and temporary crowns and sealants.
• Assisted dentists by passing instruments, suctioning intraoral fluids, adding water, and mixing materials for fillings, casts and impressions.

Ø Head Dental Assistant

Ø Trained new clinical team members as needed

Ø Coordinated all clinical ordering with the office budget

Ø Implemented tag system for office efficiency and cost reduction in supplies

Ø OSHA Coordinator

MSDS Coordinator

* Traveled with Periodontist and Oral Surgeon Daily to new locations providing all surgical assisting duties, sterilization and patient follow up care appointments

* Charting documentation, taking xrays as directed, scheduling patient appointments, follow up care calls, treatment plan but not scheduled calls

* Completing patient charts and documentation, pulling charts for patients being seen daily

* Ensuring all supplies needed for services would be present at the offices prior to surgeries

* Assisting Front Desk as needed in all locations

* Worked Front Desk as a floater as needed to cover team members out for the day for all locations

* Became a Corporate Field Trainer of front desk operations and traveled to train new team members.