Summary
Overview
Work History
Skills
Timeline
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Julie Benton

Lexington,KY

Summary

Dedicated Supervisor possessing skilled in addressing and resolving conflicts to maintain team harmony and performance. Offers over 30 years of experience leading talented teams and exceeding objectives. Background includes strong history in medical office including dental, orthodontics as well as retail.

Overview

22
22
years of professional experience

Work History

Call Center Supervisor

PepperPointe Partnerships
Lexington, KY
10.2016 - 05.2024
  • Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings.
  • Facilitated individual coaching sessions with CSRs to realign productivity goals.
  • Managed customer expectations by clarifying needs, identifying options and recommending products and services.
  • Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
  • Maintained strong call control and quickly worked through scripts to address problems.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Assessed patient account information to determine current issues and potential solutions.
  • Trained new employees on processes to promote productivity team-wide.
  • Handled escalated patient concerns to preserve revenue streams from key patients and patient accounts.
  • Handled more than 800 calls per day to assist patients and staff.
  • Managed high-volume of inbound and outbound Patient calls.

Dental Office Manager

Stephanie Huddleston Dentistry
Lexington, KY
04.2011 - 10.2016
  • Scheduled patient appointments and effectively handled cancellations and last-minute adjustments.
  • Responded to patient queries and concerns to resolve issues in accordance with company policies and procedures, healthcare regulations and dental board standards.
  • Implemented staff scheduling procedures to provide full coverage, supporting organizational needs.
  • Organized supply purchases, equipment upgrades and operating expenses.
  • Implemented proactive measures to safeguard health and well-being of communities, utilizing good oral health and PPE.
  • Coordinated execution and improvement of daily dental office practices.
  • Hired, trained and monitored new office employees and took corrective action when necessary.
  • Maintained and evaluated clinic budgets, general ledger and billing systems.
  • Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
  • Coordinated office operations to secure team compliance to optimal patient protections and administrative requirements.
  • Monitored accounts to proactively identify aging balances and insurance payment problems in need of attention.

Dental Front Office Coordinator

WGM Orthodontics
Lexington, KY
10.2002 - 04.2011
  • Set up appointment times and handled canceled appointments.
  • Reviewed patient records to check accuracy of information and implement updates.
  • Answered and managed incoming calls and emails.
  • Collected payments from patients and arranged payment schedules.
  • Verified, updated and entered patient information into system.
  • Arranged documents for insurance claims.
  • Gathered medical information, dental health history and vitals from patients.
  • Scheduled cleanings and dental appointments for patients using appointment software.
  • Prepared new patient files and updated existing records with new personal, insurance and medical information.
  • Supported efficient patient flows by setting up and breaking down rooms, including cleaning surfaces and restocking supplies.
  • Helped patients complete paperwork and explained processes and procedures.
  • Communicated with patients to gather intake data and verify chart information.

Skills

  • Quality control optimization
  • Information tracking
  • Document management
  • Cloud 9 expertise
  • OrthoFi expertise (Planet DDS)
  • Liaison with Nextiva phone system
  • 2-way texting system expertise (Podium)
  • Employee motivation
  • Scheduling proficiency
  • Performance updates
  • Data entry
  • Troubleshooting

Timeline

Call Center Supervisor

PepperPointe Partnerships
10.2016 - 05.2024

Dental Office Manager

Stephanie Huddleston Dentistry
04.2011 - 10.2016

Dental Front Office Coordinator

WGM Orthodontics
10.2002 - 04.2011

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Julie Benton