Kaleena Tripp
Summary
Resourceful creative professional / manager with 18+ years experience, successful in building, motivating and leading high-performance staff. Maximizing efficiency of employees and stimulating growth. Organized, dynamic and engaged individual with the ability to focus on continuous improvement without compromising quality. High-energy, result oriented, problem solver able to effectively maintain strong relationships. Driving success through adept planning and team collaboration. Delivering results on time and within budget. Experienced in team leadership, administration oversight and business management.
Overview
19
19
years of professional experience
Work History
Community Relations and Patient Experience Manager
NC Dental Network
05.2023 - 11.2023
- Enhanced patient satisfaction by implementing effective communication strategies and addressing concerns promptly.
- Spearheaded initiatives focused on empathic communication, creating a more humanistic approach to dental care interactions; developed training modules and workshops for staff members at all levels.
- Led regular team meetings to review performance metrics, discuss challenges, and develop strategies for continuous improvement in the patient experience domain.
- Collaborated with clinical leadership teams to ensure consistent delivery of high-quality care and a positive patient experience.
- Developed partnerships with community organizations to enhance resources available to support diverse populations seeking affordable and exceptional pediatric dental care.
- Established protocols for timely response to patient complaints, effectively resolving issues and minimizing negative impact on satisfaction scores.
- Fostered an inclusive work environment by promoting open communication channels and encouraging collaboration among team members.
- Created educational materials outlining best practices in delivering outstanding patient experiences that were widely implemented across the organization.
- Analyzed patient feedback data to identify areas for improvement and implemented targeted interventions for better outcomes.
Patient Relations and Services Manager
NC Dental Network
02.2021 - 05.2023
- Managed day to day operations of 18 Charlotte, NC area pediatric dental practices Patient Relations / Front of the house.
- Provided Leadership and guidance to office teams ensuring excellence in in patient service, operational and financial results.
- Company wide effective decision making based on data analysis, organizational observations and cost controls.
- Constructed and formulated templeted and budgeted patient appointment goals through access to care initiatives, healthy scheduling tools, chair utilization formulations and payor mix guidelines.
- Created and maintained a positive, engaging and respectful work environment by promoting the company culture through its mission, vision and core values.
- Recruit, hire, develop and retain high performance teams through coaching and motivating skills.
- Built, implemented and provided training for staff around leadership, communication, pediatric dental education and community relations, patient experience and overall practice systems and processes.
- Ensured consistent communication of organizations priorities to office management teams.
- Worked collaboratively with functional departments to provide a support bridge and outline clinical daily operations for the creation of highly effective processes.
- Monitor bi-weekly / monthly financial reports and revenue goals for review with operations team, AR and clinical regional leaders for clarity and course correction.
- Developed, structured and maintained "New Patient Scheduling Center" utilizing call center data analytics and marketing analysis to drive consistent, successful and retainable patient leads.
- Managed the PMS conversion of 16+ locations including, testing, training, data transfers and execution.
- Assisted in implementing and operating the NC Pediatric Dentistry Tongue Tie Clinic and all aspects thereof including consultations, scheduling, billing, filing and follow up.
- Provided personalized support and maintained open lines of communication to ensure patient satisfaction.
- Streamlined processes and implemented tools and strategies to enhance efficiency.
- Spearheaded initiatives aimed at reducing costs while maintaining high service standards across all functional areas of responsibility.
- Championed data-driven decision-making by leveraging advanced analytics tools to generate actionable insights from available performance metrics.
- Implemented best practices in workflow management to ensure timely completion of tasks without compromising quality or client satisfaction levels.
- Played a crucial role in the company's expansion efforts by assisting in the addition of 8 practices in a 3 year timeframe.
- Aided in a 48% revenue increase over a 2 year timespan with the implantation of revenue maximizing efforts, minus the addition of added brick and mortar locations.
Patient Relations Developer
NC Dental Network
11.2019 - 03.2021
Patient Service Supervisor
Cabarrus Pediatric Dentistry
10.2018 - 11.2019
Patient Services Supervisor
Salisbury Pediatric Dentistry
02.2018 - 10.2018
Salon Manager / Social Media Director
Fresh Salon
05.2009 - 02.2018
- Keep Salon operating profitability according to budgetary guidelines.
- Recruit, interview and hire all personnel.
- Develop realistic goals and incentives that motivate team performance.
- Supervise administrative functions and ensure all records, paperwork, schedules and payroll remain up-to-date and filed appropriately.
- Maintain adequate supply and product stock to ensure smooth business and optimal revenue generation at all times.
- Increase business by developing innovative marketing programs.
- Motivate and coach employees to improve performance.
- Implement customer service and training initiatives that have improved satisfaction.
- Develop and maintain all social media accounts, blog and email marketing campaigns.
Project Manager / Event Organizer
Bullzeye Creative
02.2005 - 05.2008
- Coordinated and participated in promotional activities and trade shows.
- Developed and implemented campaigns for email, online advertising, search engines and direct mail.
- Coordinating marketing activities across many different business functions.
- Chairing regular update meetings with the marketing and sales team.
- Managing relationships and daily communication with customers and staff.
- Overseeing project logistics and coordinating activities across several departments.
Education
Associate of Arts - Cosmetology
Rowan Cabarrus Community College
Concord, NC03.2003
Skills
- Cross-functional collaboration
- Process improvement
- Strategic planning
- Service orientation
- Data analysis
- Critical thinking
- Staff training
- Team leadership
- Problem-solving abilities
- Organizational skills
- Relationship building
- Project management
- Decision-making
- Effective communication
Timeline
Community Relations and Patient Experience Manager
NC Dental Network
05.2023 - 11.2023
Patient Relations and Services Manager
NC Dental Network
02.2021 - 05.2023
Patient Relations Developer
NC Dental Network
11.2019 - 03.2021
Patient Service Supervisor
Cabarrus Pediatric Dentistry
10.2018 - 11.2019
Patient Services Supervisor
Salisbury Pediatric Dentistry
02.2018 - 10.2018
Salon Manager / Social Media Director
Fresh Salon
05.2009 - 02.2018
Project Manager / Event Organizer
Bullzeye Creative
02.2005 - 05.2008
Associate of Arts - Cosmetology
Rowan Cabarrus Community College
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