Jacky Rojas
Davenport
Summary
Experienced dental operations and office manager with a strong record in KPI management, team leadership, and practice growth. Skilled in scheduling to production goals, insurance and collections, and standardizing efficient office systems while maintaining excellent patient and team relationships.
Overview
18
18
years of professional experience
Work History
Dental Office Manager
Dentalnetic
02.2020 - 09.2025
- Lead operations across a large, multi-provider dental practice (or multiple locations), ensuring efficient clinical and administrative workflows.
- Own and monitor key performance indicators (KPIs), including production, collections, staffing, and overhead.
- Standardize systems, workflows, and accountability to improve efficiency and consistency across the practice.
- Develop and mentor office management teams and team leads to strengthen in-practice leadership.
- Prepare practices for growth and expansion through scalable systems, staff development, and process optimization.
- Analyze production and collections data for each provider, and for the office as a whole, to guide strategic decisions.
- Coordinate and lead both administrative and clinical teams to ensure seamless patient care, and strong team collaboration.
- Oversee building and facility operations, including maintenance, repairs, vendor management, and contractor scheduling.
- Manage HR-related functions such as recruiting, hiring, onboarding, performance reviews, coaching, and terminations.
- Ensure compliance with HIPAA and other relevant healthcare regulations, and maintain strict confidentiality of patient information.
- Plan and execute marketing and growth initiatives, including social media campaigns (Facebook), website updates, email blasts, and community involvement.
Dental Office Manager
Heartland Dental
Arlington
02.2008 - 01.2020
- Oversee and manage the day-to-day operations of a busy dental office.
- Coordinate and schedule patient appointments and office meetings.
- Use EagleSoft to schedule appointments to meet daily and monthly production goals.
- Verify dental and medical insurance benefits, submit claims, and follow up to ensure timely reimbursement.
- Present treatment plans and payment options clearly and confidently to patients.
- Collect payments up front in a fee-for-service environment while maintaining positive patient relationships.
- Follow up on and schedule outstanding treatment to support production and patient care continuity.
- Manage office budgets and financial records, including accounts receivable, collections reports, and monthly patient statements.
- Maintain office supplies and equipment inventory; coordinate repairs and service as needed.
- Implement and maintain office policies and procedures to support consistent operations and patient experience.
- Supervise administrative staff, provide training and coaching, and support performance management.
- Collaborate closely with the dentist(s) and clinical team to optimize patient flow and care coordination.
Skills
- Strong interpersonal and patient communication skills
- High level of professionalism and integrity
- Demonstrated leadership and team management abilities
- Excellent grammar, writing, and overall communication skills
- Strong work ethic; takes initiative and follows through
- Quick learner; adapts easily to new systems and processes
- Organized with excellent multitasking and time management skills
- Strong problem-solving and decision-making abilities
- Collaborative team player who contributes to a positive work culture
- Understanding of HIPAA regulations and healthcare compliance
- Budgeting, financial oversight, and KPI awareness in a dental setting
Accomplishments
- Managed office operations, ensuring efficient daily functions and accurate monthly reporting.
- Improved cash flow by optimizing payment processes and reducing outstanding invoices.
- Resolved insurance claim issues, enhancing auto-adjudication success and patient benefit optimization.
- Coordinated daily office operations, including opening and closing procedures, fostering a productive work environment for dental staff.
- Implemented efficient insurance verification and aging processes, enhancing revenue cycle management for the dental practice.
- Streamlined payment processes and reduced outstanding invoices, significantly improving cash flow and enhancing overall financial performance.
- Monitored overdue accounts, pursued collections, and resolved pending claims to remove obstacles to auto-adjudication.
- Communicated with insurance companies to confirm benefits and verify patient coverage, assisting in accurate payment processing.
- Performed end-of-day office closures and managed month-end reporting, maintaining structured office operations.
- Answered and managed high-volume incoming calls and emails, delivering top-tier customer service to address patient inquiries and concerns.
- Collected payments, arranged payment schedules, and entered patient information accurately, fostering strong patient relationships.
- Closed multiple treatment plans daily by effectively presenting and scheduling treatment options, showcasing persuasive sales abilities.
- Verified insurance information, handled patient aging, and conducted insurance verification as part of daily tasks to streamline billing processes.
- Managed front-desk reception, telephone, email, and fax communications, excelling in high-demand environments.
- Coordinated customer service, appointment management, and billing tasks to enhance operational efficiency and support business functions.
- Scheduled appointments based on provider availability, maintaining a master calendar for optimized workflow.
- Processed invoices, payments, and account database updates, ensuring accuracy in all billing-related activities.
Software Proficiency
- Sales Force
- Dentrix
- Dentrix Ascend
- Eaglesoft
- Open Dental
Timeline
Dental Office Manager
Dentalnetic
02.2020 - 09.2025
Dental Office Manager
Heartland Dental
02.2008 - 01.2020