Heather Nicholson
Lansing,MI
Summary
Diligent office administrator with robust background managing dental insurance claims and patient accounts. Successfully facilitated seamless insurance processes, ensuring high patient satisfaction and adherence to policy guidelines. Demonstrated proficiency in patient communication and insurance verification.
Overview
10
10
years of professional experience
Work History
Dental Insurance Coordinator
Campus Dental Care
06.2025 - 11.2025
- Implemented streamlined procedures for verifying patient insurance eligibility, enhancing operational efficiency.
- Managed patient scheduling and appointment reminders using dental practice management software.
- Coordinated insurance verification processes to ensure accurate billing and coverage details.
- Maintained electronic health records with attention to detail, ensuring compliance with regulations.
- Assisted in resolving patient inquiries and complaints, fostering a positive office environment.
- Provided excellent customer service to create positive experiences and build patient trust.
Dental Receptionist
Hidlay Family Dentistry/Beyond Dental
08.2023 - 03.2025
- Developed efficient front desk workflows to enhance patient experience and reduce wait times.
- Trained new reception staff on office procedures and customer service standards.
- Implemented patient follow-up systems to improve retention rates and appointment attendance.
- Collaborated with dental team to streamline communication and improve overall clinic operations.
- Communicated with insurance companies to dispute unpaid claims and verify patient coverages.
- Handled sensitive situations professionally such as discussing treatment costs or past-due account balances with patients to ensure a satisfactory resolution.
- Facilitated clear communication between dentists, dental assistants, and patients to ensure optimal care coordination.
- Managed accounts receivable duties by timely invoicing patients for services rendered while tracking payments received or outstanding balances due accurately.
Insurance Coordinator
Caring Convenient Dentistry
07.2021 - 06.2023
- As the insurance coordinator is accountable for establishing, achieving, and maintaining the integrity of insurance claims within the practice.
- Depending on the accountability delegation between the Insurance and Treatment Coordinator, the Financial Coordinator is responsible for submitting necessary insurance documentation to ensure that insurance carriers make restitution quickly, overseeing practice collections, and maintaining minimum outstanding balances.
- Assisted patients in understanding insurance benefits, enhancing overall patient experience.
- The outcome is to maintain a zero-balance office and ensure all claims are paid within 30 days in coordination with Treatment and Appointment Coordinators.
- Coordinated insurance verification processes to ensure accurate patient billing and coverage information.
Front Desk reception and Insurance specialist
Healthy Smiles Dental Care of Lansing
06.2020 - 06.2021
- I greeted persons entering the establishment, determined the nature and purpose of their visit, directed the visitor to a specific destination, and answered questions while providing information.
- Managed insurance claims processing to ensure timely reimbursement and minimize errors.
- Collaborated with dental practitioners to optimize patient insurance verification procedures.
- Enhanced customer satisfaction by addressing insurance-related inquiries and resolving issues
- Verified all insurance for incoming patients, and corresponded with multiple insurance companies.
- Checked out patients, and created upcoming and follow-up appointments for treatment.
Dispatcher
M and Q Transportation
03.2018 - 02.2020
- Track the trucks' arrival and departure from suppliers and plants.
- Advise on road conditions and current weather advisories.
- Daily reports of productivity. Dispatch route information to daily drivers.
- Managed logistics operations by assigning loads based on driver availability and truck capacity.
- Implemented process improvements that enhanced workflow efficiency and reduced operational costs.
Front Desk Reception
Destany Dental
03.2016 - 05.2018
- I answered the telephone to schedule future appointments, provide information, and forward calls.
- Operated a telephone switchboard to receive incoming calls. Received payment and recorded receipts for services.
- Filed and maintained records.
- I greeted persons entering the establishment, determined the nature and purpose of their visit, directed the visitors to a specific destination, and answered questions while providing information.
- Verified all insurances prior to patient check-in.
- Confirmed next-day appointments.
Home health care
Dawns Early Light
01.2017 - 01.2018
- Fed patients unable to feed themselves.
- Set up equipment, such as oxygen tents, portable X-ray machines, and overhead irrigation bottles.
- Prepared food trays, bathed, groomed, and dressed the patient. Measured and recorded vital signs.
- Administered medication as directed by the physician and the nurse.
- I cleaned the room and changed the linen.
- Administered catheterizations and bladder irrigations.
- Turned and repositioned bedfast patients, alone and with assistance, to prevent bedsores.
Education
General Studies - undefined
Grand Rapids CC
01.2001
Tour Ambassador -
01.2008
Skills
- Administrative professional with over 10 years experience in diversified business support Strengths include:
- Customer Service
- Reception Duties
- Business Machines
- Insurance processes
- Typing / Data Entry
- Appointment Scheduling
- Automated Billing
- Accounts receivable
- Microsoft office
- Insurance Terminology
- Payroll Preparation
- Customer service and assistance
Timeline
Dental Insurance Coordinator
Campus Dental Care
06.2025 - 11.2025
Dental Receptionist
Hidlay Family Dentistry/Beyond Dental
08.2023 - 03.2025
Insurance Coordinator
Caring Convenient Dentistry
07.2021 - 06.2023
Front Desk reception and Insurance specialist
Healthy Smiles Dental Care of Lansing
06.2020 - 06.2021
Dispatcher
M and Q Transportation
03.2018 - 02.2020
Home health care
Dawns Early Light
01.2017 - 01.2018
Front Desk Reception
Destany Dental
03.2016 - 05.2018
General Studies - undefined
Grand Rapids CC