Kalena Timber
Monroe ,LA
Summary
Seasoned professional with 12 years of experience in office management and customer service across various environments. Skilled in overseeing operations, ensuring high customer satisfaction, and fostering strong relationships with vendors. Proven track record in training staff, managing patient records, and providing around-the-clock support in fast-paced practices. Works effectively with cross-functional teams in ensuring operational and service excellence.
Overview
14
14
years of professional experience
Work History
Office Manager/Coordinator
Josey Lane Dentistry
09.2022 - Current
- Manage comprehensive office tasks, including the coordination of scheduling, billing processes, and accurate financial reporting to maintain office efficiency
- Maintain patient records and inventory, ensuring confidentiality and systematic organization of electronic files for production tracking
- Provide exceptional customer service by greeting patients, handling incoming calls, and addressing inquiries with professionalism and courtesy
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
Office Manager/Treatment Coordinator
ASSOCIATES IN PIE
09.2019 - 09.2022
- Managed the training of new staff to ensure adherence to company procedures and regulatory compliance, enhancing overall team performance and operational effectiveness
- Optimized physician scheduling to accommodate various procedures, improving efficiency and patient throughput
- Delivered high-quality customer service, achieving a 98% customer satisfaction rate, while offering comprehensive administrative support to an average of 100 patients per day
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Patient Access
PRIMARY HEALTH SERVICE CENTER
03.2015 - 08.2019
- Resolved customer inquiries and disputes effectively, ensuring satisfaction and maintaining service standards
- Managed a high volume of approximately 150 incoming calls daily, providing professional and courteous customer service
- Collaborated with dental professionals on routine and specialty procedures, fostering strong relationships with insurance providers to confirm precision in dental claim submissions
- Demonstrated a high level of initiative and creativity while tackling difficult tasks.
Customer Support
ACCENT MARKETING
03.2011 - 10.2013
- Surpassed daily call target by 10%, efficiently handling an average of 150 customer inquiries, ensuring timely resolution and exceptional service quality
- Delivered comprehensive technical support, diagnosing issues and guiding customers through detailed solutions, fostering satisfaction and loyalty
- Served as customer support assistant, fielding technical support concerns and guiding users through proper use of applications.
- Maintained organized and secure customer files to facilitate customer support and follow-up.
Education
Dental Assisting -
Unitech Training Academy
West Monroe, LA01.2014
Grambling State University
Grambling, LA01.2008
Skills
- Administrative Support
- Operations management
- Solution Oriented
- Vendor engagement
- Sales
- Training and coaching
- Business administration
- Billing
Timeline
Office Manager/Coordinator
Josey Lane Dentistry
09.2022 - Current
Office Manager/Treatment Coordinator
ASSOCIATES IN PIE
09.2019 - 09.2022
Patient Access
PRIMARY HEALTH SERVICE CENTER
03.2015 - 08.2019
Customer Support
ACCENT MARKETING
03.2011 - 10.2013
Dental Assisting -
Unitech Training Academy
Grambling State University
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