Heather K Miller
Bondurant,IA
Summary
As you will see from my resume, I have held many roles in the health care environment for over 30 years, including large insurance companies such as Delta Dental of Iowa and Iowa Medicaid. Through my past work experiences, I have administrative and training experience with a focus on providing quality care to underserved populations.
I am known for strong collaboration within teams and adapting to needs, ensuring reliable performance and consistent results.
I enjoy working with diverse populations and personality types to promote better overall health outcomes and provide an upbeat work environment.
Overview
29
29
years of professional experience
Work History
Hybrid Dental Hygienist
Heartland Dental (Smiles on Delaware)
06.2024 - Current
- Mange clinical functions of offices in partnership with the Dentists to ensure administrative, clinical and financial obligations and targets are being met.
- Mange clinical functions of offices in partnership with the Dentists to ensure administrative, clinical and financial obligations and targets are being met.
- Assist in the development of quality dental care services, programs and initiatives.
- Monitor the dental program's quality improvement initiatives, ensuring metrics for clinical outcomes are consistently reviewed and clear guidance is provided.
- Ensure the office maintains appropriate clinical staffing levels and participates in interviewing and hiring of candidates.
- Provide advice to all clinical personnel on matters related to clinical care.
- Provide care to patients, including collaborating with other staff to ensure ongoing improvements in clinical productivity, patient satisfaction, and financial outcomes.
Managed Care Dental Program Manager
Iowa Department of Health and Human Services
11.2017 - 04.2024
- Provide contract oversight for the state Dental Wellness Plan, Hawki and Fee for Service programs including contract development and performance compliance with contractors
- Develop new federal and state design and development of Medicaid programs and policy
- Provide annual provider trainings
- Build internal and external relationships with key community partners with a vested interest in improving oral health for Iowan's
- Collaborate as a key advisor with leadership with Iowa Medicaid and the Department of Human Services
- Serve as a liaison between contracted staff and Iowa Medicaid acting as the point of contact coordinating communications and connecting subject matter experts
- Identify and act on efficiencies that minimizes or avoids duplication of efforts between programs and other state projects.
Outreach and Care Coordinator Specialist
Delta Dental of Iowa
06.2017 - 11.2017
- Developed strategies to achieve a long-term vision for facilitating population management goals set forth in the Dental Wellness Plan (DWP) contract with Iowa Medicaid Enterprise
- Developed and maintained a process that provides for coordination of dental care between dentists, safety net providers, managed care organizations, and physicians to achieve program goals
- Built and maintain relationships with managed care companies, community-based organizations, local health providers and other external entities to coordinate services for DWP members
- Oversaw contracts with external vendors used to perform DWP Outreach
- Worked to coordinate care for members with managed care companies
- Worked with community-based services and representatives to educate and assist program members about behaviors that can enhance their oral health, as well as their overall health, and successfully navigate program services
- Worked with leadership and other internal stakeholders to develop and distribute internal and external communications for the program with all outlets (social media, print and television news; stakeholders, etc.)
- Provided guidance to customer service representatives to maintain effective communication with members
- Collaborated with data analysis staff to develop and maintain a report system for outcomes
- Strategized with Member and Provider Services staff to communicate DWP member issues requiring interventions to appropriate internal departments and providers.
Dental Wellness Plan Outreach Coordinator
Delta Dental of Iowa
05.2014 - 06.2017
- Developed and maintained relationships with key individuals to promote the Dental Wellness Plan
- Coordinated short and long-term planning processes for the DWP's population management goals
- Served as lead contractor manager for the DWP local outreach and referral contracts
- This includes the management and development of grants and contracts including the preparation of applications, review of proposals, required reports, budgets and other contract documents
- Provided technical assistance and consultation to local contractors to assure compliance with state regulations and consistent with contract requirements
- Conducted annual on-site visits to contractors, which includes a written report of observations and recommendations
- Assumed responsibilities of a local Dental Wellness Plan Coordinator in the absence of one within a service area
- Oversaw the member complaint process including oversight of complaints, supporting documentation and resolutions
- Evaluated trends with member complaints and consider how complaints can be prevented and make changes or recommendations when appropriate
- Developed and distribute internal and external communication for the program with all outlets (social media, print and television news; stakeholders, etc.)
- Built relationships with individuals and organizations to facilitate coordination with community-based resources, as well as medical and dental providers
- Identified, planned, coordinated, and implemented public meetings and events to develop and maintain program visibility and accessibility for underserved members
- Worked with community-based services and representatives to educate and assist program members about behaviors that can enhance their oral health, as well as their overall health, and successfully navigating the program services
- Collaborated with data analysis staff to develop and maintain a report system for outcomes and advance program development by evaluating outreach efforts
- Collaborated with Member and Provider Services staff to communicate DWP member issues requiring interventions to appropriate internal departments and providers.
Claims Review Specialist
Delta Dental of Iowa
10.2012 - 05.2014
- Obtained, analyzed, and investigated dental claims in accordance with plan provisions and state and federal regulations to make effective and make timely decisions
- Communicated with providers regarding decisions, status, and all other aspects of the claim process to ensure they fully understand the company's position
- Interpreted dental x-rays and anatomy, clinical narratives, office notes, contract provisions and claim procedures
- Monitored and followed up on outstanding items to ensure compliance with service timing, quality and production goals
- Identified and assessed possible fraud and abuse cases, and proactively work with team members and leadership to develop and implement solutions that are beneficial to providers, Delta Dental and members
- Participated in problem solving activities regarding member or provider issues for the purpose of enhancing and maintaining communication and relationships with providers and their staff.
Oral Health Consultant
Iowa Department of Public Health
10.2003 - 10.2012
- Provided technical assistance and consultation to local partners to assure that quality services are provided in compliance with state regulations and consistent with contract requirements
- Served as a resource on new strategies, legislation, and program development
- Advanced program development by participating in internal and external workgroups to strengthen program linkages
- Managed the development of grants and contracts including the preparation of applications, review of proposals, review of required reports and other contract documents
- Conducted annual on-site visits to contractors, which included a written report of observations and recommendations.
Dental Coordinator
Mid-Iowa Community Action, Inc.
03.2002 - 09.2003
- Mobilized community partners to foster the sharing of resources and responsibility to assure dental care for children
- Implemented comprehensive, community-based outreach to low-income children in need of dental services
- Improved oral health care coordination to link children and families to dental providers
- Provided community-based preventive oral health education
- Provided direct dental services to children and maternal health clients.
Clinical Dental Hygienist
Private Practice
06.1996 - 09.2003
- Performed dental hygiene procedures, counseling, and motivation to patients with preventive and therapeutic treatment needed to maintain proper oral health.
Education
Community Health Worker Certificate - undefined
Iowa Chronic Care Consortium
03.2017
Certified Public Manager Program (CPM) - undefined
Drake University
12.2009
Dental Hygiene Program (RDH, AA) - undefined
Hawkeye Community College
05.1996
Skills
- Analytical Skills: Abe to identify problems, assess options and evaluation outcomes
- Interpersonal Skills: Build relationships with stakeholders who have different views to gain a better understanding of perspectives and better negotiate successfully
- Writing Skills: Clear and concise writing to eliminate any adverse interpretation or confusion
- Networking Skills: Established relationships with dental organizations at both state and federal levels for assistance or guidance
- Public Speaking: Annually trained providers on Medicaid policies and procedures in addition to leading meetings and opening conferences
Personal - Organizations
Bondurant Farrar Athletic Booster Club
- Secretary, 2016
- Vice President, 2017
- President, 2018 to Present
Professional
Medicaid, Medicare, CHIP, Services Dental Association (MSDA)
- Secretary/Treasurer, 2018 - 2020
- Vice President, 2021 -2021
- President, 2021- 2024
- Immediate Past President 2024 - Present
Oral Health Technical Advisory Group (OTAG)
- Region 7 Representative, 2019 - 2024
Timeline
Hybrid Dental Hygienist
Heartland Dental (Smiles on Delaware)
06.2024 - Current
Managed Care Dental Program Manager
Iowa Department of Health and Human Services
11.2017 - 04.2024
Outreach and Care Coordinator Specialist
Delta Dental of Iowa
06.2017 - 11.2017
Dental Wellness Plan Outreach Coordinator
Delta Dental of Iowa
05.2014 - 06.2017
Claims Review Specialist
Delta Dental of Iowa
10.2012 - 05.2014
Oral Health Consultant
Iowa Department of Public Health
10.2003 - 10.2012
Dental Coordinator
Mid-Iowa Community Action, Inc.
03.2002 - 09.2003
Clinical Dental Hygienist
Private Practice
06.1996 - 09.2003
Community Health Worker Certificate - undefined
Iowa Chronic Care Consortium
Certified Public Manager Program (CPM) - undefined
Drake University
Dental Hygiene Program (RDH, AA) - undefined
Hawkeye Community College
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