HEATHER MORSE
Glastonbury,CT
Summary
Dental Program Director with expertise in team development and healthcare operations. Proven ability to enhance patient satisfaction and reduce staff turnover through strategic leadership. Skilled in regulatory compliance and fostering collaboration.
Overview
2026
2026
years of professional experience
Work History
DENTAL PROGRAM DIRECTOR
HOLYOKE HEALTH CENTER
Holyoke, MA
2022 - Current
- Selected to supervise all facets of dental operations, mentoring and managing front desk staff, administration, and dental assistants.
- Executed a $350K grant for a workforce training program, successfully leading its overhaul and ensuring its alignment with organizational goals.
- Managed a $1M annual operations budget, including supply ordering and vendor management, ensuring cost control and operational efficiency.
- Partnered with Chief Operations Officer to deliver administrative leadership, streamlining efforts to align with business goals, achieve productivity targets, and uphold financial health through a respectful leadership approach.
- Monitored compliance with regulatory requirements by supervising all clinical operations, maintaining departmental policies and procedures.
- Promoted teamwork and collaboration by developing strong relationships with dental providers and support staff.
- Reduced dental assistant turnover by 75%, doubling the team size by creating and hosting an on-the-job training program.
- Lowered the no-show rate from 40% to 14%, through the implementation of a more effective appointment scheduling and confirmation system.
DENTAL PROGRAM ADMINISTRATION MANAGER
HOLYOKE HEALTH CENTER
Holyoke, MA
2020 - 2022
- Engaged by Chief Dental Program Officer to supervise front desk and administrative tasks for dental program.
- Managed front office administrative operations, overseeing an Assistant Manager team and ensuring high standards of efficiency and patient satisfaction.
- Coordinated a seamless return-to-office strategy during the COVID-19 pandemic, successfully transitioning furloughed staff back to work with a focus on safety, strategic scheduling, and minimizing risks for both staff and patients.
- Directed, coached, and enhanced team members, readying for growth opportunities and instilling a culture of leadership and development.
REGIONAL MANAGER
ASPEN DENTAL
Central MA/CT
2018 - 2019
- Promoted to oversee site managers at 4 locations, ensuring adherence to budgets, optimizing supply ordering, improving schedule efficiency, minimizing no-show rates, and supporting staff in troubleshooting billing/claims issues to maximize collections.
- Increased revenue by an average of 10% annually across 3 out of 4 locations through strategic management and operational improvements, driving consistent growth.
- Persistently reached low no-show rate target by implementing proactive scheduling techniques and confirming appointments, enhancing patient flow and maximizing revenue generation.
- Achieved better than 90% claims collection rate, working alongside claims departments to secure precise and prompt reimbursements.
- Led and managed a team of 20+ full-time staff members, providing mentorship, performance management, and fostering a high-performance culture.
- Identified, hired, and mentored office team members, inclusive of clinical support staff, ensuring smooth integration and upholding high operational standards throughout the team.
- Directed non-clinical operations of multiple office locations, including supply ordering, office repairs, and supporting front desk operations, ensuring all administrative functions were fully supported.
- Collaborated with doctors to achieve business goals, analyzing and clarifying modified P&L statements, pinpointing key performance metrics, and offering strategies for enhancing production and reaching bonus targets.
- Nurtured high-performing team members by providing mentorship for growth opportunities within organization and promoting culture of continuous improvement.
OFFICE MANAGER
ASPEN DENTAL
Worcester, Massachusetts
2014 - 2018
- Drove revenue growth from $70K to $200K per month by leading strategic initiatives alongside the clinic doctor, significantly boosting clinic performance and profitability.
- Managed daily non-clinical operations, ensuring high patient satisfaction, optimizing team selection, and driving employee performance and development to meet operational goals.
- Provided expert consultation to patients on treatment plans, including transparent cost and financing options, resulting in increased patient acceptance and satisfaction.
Education
Bachelor of Arts - Political Science
Eckerd College
St. Petersburg, FLSkills
- Healthcare Operations
- Team Development
- Strategic Planning
- Patient Relationship Management
- Process Improvement
- Conflict Resolution
- Regulatory Compliance
- Data Analysis
- Workflow Optimization
- Staff Recruitment & Retention
- Performance Management
- Quality Control
- P&L Analysis
- Change Management
- Coaching and mentoring
- Technology Integration
- Schedule Optimization
- Financial Forecasting
- NextGen
- Epic
- MS Office Suite
Accomplishments
Recognized as Employee of the Year during the 2024 Employee Appreciation Event.
Successfully led the conversion of dental records from an old system to Epic, ensuring smooth transition, team training, and ongoing support post-launch.
Earn a Certificate in Community Health and Community Health Center Management issued by Suffolk University and Mass League of Community Health Centers.
Successfully led the conversion of dental records from an old system to Epic, ensuring smooth transition, team training, and ongoing support post-launch.
Earn a Certificate in Community Health and Community Health Center Management issued by Suffolk University and Mass League of Community Health Centers.
Timeline
DENTAL PROGRAM DIRECTOR
HOLYOKE HEALTH CENTER
2022 - Current
DENTAL PROGRAM ADMINISTRATION MANAGER
HOLYOKE HEALTH CENTER
2020 - 2022
REGIONAL MANAGER
ASPEN DENTAL
2018 - 2019
OFFICE MANAGER
ASPEN DENTAL
2014 - 2018
Bachelor of Arts - Political Science
Eckerd College