Kennay Johnson
North Brentwood
Summary
Professional leader with deep expertise in overseeing team operations and driving performance. Proven ability to adapt to changing needs, ensuring smooth shifts and consistent results. Known for fostering team collaboration, mentoring staff, and maintaining high standards. Skilled in conflict resolution, time management, and operational efficiency. Reliable and results-focused, ready to enhance team productivity and exceed expectations.
Overview
10
10
years of professional experience
Work History
Senior Shift Leader/Assistant Manager of Operations
Tend Dental
07.2021 - Current
- Welcome & comfort guests as they visit our Tend studio.
- Responding and resolving billing inquiries, processing invoices, and any adjustments.
- Record and negotiate member's balance.
- Processing claims, explanations of benefits, adjustments and statements
- Submit accurate claims to insurance carriers.
- Submit pre-determination/preauthorizations.
- Coordinate refunds of patient accounts after receiving EOB’s.
- Provide consistent, high-quality service and hospitality to guests, in-studio, and as needed, through email or by phone.
- Collaborate with the entire Studio Team, including our Dentists & clinicians, to optimize operations to positively impact guest experience.
- Maximize provider schedules, greet patients, and ensure all necessary documentation and paperwork is present and up to date allowing patients to have the best experience possible.
- Prepares financial agreements and presents cases to patients.
- Review patient fees, the breakdown of benefits, and the list of exclusions to determine benefits.
- Review all consent forms, financial documents, or other documentation and ensure they are properly signed by the patient.
- Ensure all insurance information is correctly updated.
- Provide team leadership and supervisory support to the dental reception team.
- Manage office staff, provides problem-solving, decision making, planning, delegation, and conflict management when needed.
- Build and maintain a positive office culture.
- Train new staff and office managers
- Oversaw quality control measures to maintain high standards for products and services offered during each shift.
- Led successful troubleshooting initiatives during critical incidents with minimal disruption to ongoing operations, ensuring smooth and continuous service delivery.
- Improved team efficiency by streamlining shift handover processes and implementing clear communication strategies.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
- Maintained accurate patient records using electronic health record systems, ensuring data integrity while adhering to privacy standards as required by HIPAA regulations.
- Streamlined dental office operations by implementing efficient scheduling and appointment procedures.
- Coordinated equipment maintenance schedules to minimize downtime during peak hours while maximizing overall operational efficiency.
- Promoted a positive work environment through transparent communication, active listening, and timely recognition of individual achievements.
- Implemented inventory control measures, reducing waste and optimizing the use of available materials.
- Reinforced compliance with company policies or industry regulations among team members via periodic awareness campaigns or refresher trainings.
- Managed budgets responsibly, making cost-effective decisions regarding resource allocation without compromising on service quality.
- Collaborated with other departments to streamline processes, resulting in a more cohesive work environment.
- Coordinated efforts during critical incidents or emergencies, acting as a central point of contact for staff members involved in the resolution process.
- Improved team efficiency by implementing streamlined workflows and communication strategies.
- Streamlined shift handover procedures, enhancing continuity between teams while minimizing disruptions to daily operations.
Medical Records Supervisor
Quadrant, Inc
08.2020 - 06.2021
- Maintain patient medical records in the work area for accessibility for Health Information Department workflow and processes
- Scan and indexes into the electronic health record all document types to the correct patient and encounter
- Receive and screen telephone calls, visitors, make requests for medical records, and refer visitors/ callers to appropriate staff for service
- Photocopy records and documents according to policy on billing and/or legal services, and track disclosures
- Respond to urgent and emergent external requests for patient records for continuing care
- Request and follow-up on medical records from physicians and hospitals quarterly/semi-annually
- Expedited release-of-information requests by verifying authorization forms and providing requested documents promptly.
- Demonstrated strong attention to detail while cross-referencing medical records for completeness and consistency, identifying potential errors and facilitating prompt resolution.
- Developed strong working relationships with physicians, nurses, and other healthcare professionals to ensure accurate recordkeeping practices were upheld consistently across all departments.
- Developed strong relationships with healthcare providers, fostering trust and collaboration around shared goals for patient care.
- Streamlined medical records management by implementing efficient filing systems and digital archiving.
- Managed a team of medical records clerks, providing guidance, support, and mentorship to ensure high-quality work output.
- Reduced errors in record-keeping by conducting regular audits and providing staff training on best practices.
- Maintained strict confidentiality of sensitive patient information, adhering to HIPAA regulations and institutional policies.
- Collaborated effectively with interdisciplinary teams like physicians, nurses and administrators to ensure well-coordinated patient care.
- Led process improvement initiatives, identifying areas in need of optimization and implementing changes to enhance departmental efficiency.
- Developed and implemented departmental protocols for efficient records management, ensuring accuracy and organized storage of medical data.
Sr. Patient Access Supervisor
Children’s National Hospital
01.2020 - 08.2020
- Answer multi-line phone systems (50-100+ calls daily) and transfer calls as needed.
- Register patients and handle admissions/ discharges.
- Verify insurance information and pre-authorize procedures as needed.
- Collect copays, post payments and use ICD-10 codes.
- Verify that applicable charge codes correspond with diagnostic codes.
- Transfer patients to different departments and assist with bedside control
- Enter/update patient demographic information into the EMR system (Cerner)
- Prepared paper documents for proper storage and retrieval.
- Completed discharge processing retrieval of records from all units-and verified all inpatient and outpatient discharge records.
- Implemented quality assurance measures to ensure that patient access processes adhered to hospital policies and industry best practices for optimal service delivery.
- Reduced employee turnover rate by fostering a positive work environment and providing ongoing support for professional development opportunities.
- Established strong relationships with insurance providers through effective communication channels to expedite claim processing activities when necessary.
- Streamlined patient registration process by implementing efficient workflows and reducing wait times.
- Utilized data analytics tools to identify trends in patient access metrics such as throughput times or first pass yield rates that informed decision-making around process improvements.
- Managed day-to-day operations of the Patient Access department, ensuring all tasks were completed accurately and in a timely manner.
- Served as a key resource for senior leadership in developing strategic plans for the growth and expansion of Patient Access services, contributing valuable insights based on firsthand experience managing daily operations.
- Implemented performance metrics to track department productivity, identifying areas for improvement and driving overall efficiency gains.
- Championed a culture of continuous improvement by encouraging staff members to share ideas and suggestions that could enhance overall departmental performance or patient satisfaction rates.
Dental Assistant/Treatment Coordinator
Dr. Whitaker
04.2018 - 03.2020
- Greeting patients as they arrive and answering the phones.
- Scheduling and cancelling patient appointments.
- Dental Charting and Treatment Planning.
- Completing and filing insurance forms and dental billing records.
- Translating dental services into proper billable codes.
- Managing office inventory and supplies.
- Office duties including document filing, scanning, and creation
- Assisting with dental procedures such as fillings, crowns, and extractions
- Taking & pouring dental impressions (molds of the mouth)
- Preparing patients for surgery
- Cleaned and sanitized dental tools and equipment, straightened treatment rooms, and restocked supplies to prep for next patient and maintain health and safety practices.
- Maintained a clean and sterile work environment to prevent cross-contamination and infection.
- Sanitized trays, instruments, and surfaces for clean dental office setting and patient safety.
- Provided chairside assistance during examinations, improving dentist efficiency and patient satisfaction.
- Performed x-rays safely while adhering to radiation safety guidelines, ensuring high-quality diagnostic images for dentists'' evaluations.
- Prepared and arranged instruments, medications, and required materials for dental procedures.
Unit Secretary
National Rehabilitation Hospital
10.2015 - 09.2018
- Assisted nursing staff with patient care, ensuring timely completion of tasks and improved patient satisfaction.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Managed incoming calls and directed to appropriate department.
- Maintained a clean, organized work environment for optimal efficiency in the delivery of patient care services.
- Contributed to positive patient experiences by greeting visitors, providing directions, and addressing inquiries professionally.
- Supported hospital compliance efforts by adhering to privacy policies and HIPAA regulations when handling sensitive patient information.
- Assisted with the training and onboarding of new unit secretaries, sharing expertise and best practices to ensure their success in the role.
- Improved unit workflow by effectively prioritizing tasks and collaborating with team members to complete assignments in a timely manner.
- Coordinated communication between medical staff and patients'' families, keeping everyone informed on treatment plans and progress updates.
- Consistently met deadlines for completing administrative tasks while managing competing priorities during high-pressure situations on the unit floor.
- Managed inventory levels of office supplies, ensuring adequate stock was available at all times for efficient unit operations.
- Demonstrated flexibility in adjusting work hours to meet fluctuating demands of the unit, ensuring coverage during both peak times and staff shortages.
- Transcribed doctors' medication orders, lab test requests, and care plans.
- Served as a liaison between the unit secretary team and other departments within the hospital, fostering strong working relationships that benefited overall facility function.
Education
No Degree - Medical Billing & Coding
Fortis College
Landover, MD08-2012
Skills
- Scheduling coordination
- Compliance monitoring
- Employee engagement
- Positive attitude
- Team leadership
- Role modeling
- Conflict resolution
- Operations management
- Complaint resolution
- Staff supervision
- Issue resolution
- Policy enforcement
- Policy and procedure enforcement
Problem-solving
Strong verbal and written communication
Team motivation
Cash handling
Team collaboration and leadership
Customer service management
Training assistance
Staff training and development
Daily workflows
Inventory counts
Staff development
Scheduling expertise
Compliance management
Treatment Planning
Dental software proficiency
Insurance billing
Dental office management
Payment plans
HIPAA compliance
Electronic dental record (EDR)
Office administration
Inventory management
Medical records management
Office meetings
Budget management
Negotiation and conflict resolution
Task prioritization
Team building
Customer relations
Languages
English
Full Professional
Certification
- RDA - Registered Dental Assistant
- NCICS - Insurance and Coding Specialist
- CBCS - Certified Billing and Coding Specialist
- CM - Certified Manager Certification
Timeline
Senior Shift Leader/Assistant Manager of Operations
Tend Dental
07.2021 - Current
Medical Records Supervisor
Quadrant, Inc
08.2020 - 06.2021
Sr. Patient Access Supervisor
Children’s National Hospital
01.2020 - 08.2020
Dental Assistant/Treatment Coordinator
Dr. Whitaker
04.2018 - 03.2020
Unit Secretary
National Rehabilitation Hospital
10.2015 - 09.2018
No Degree - Medical Billing & Coding
Fortis College
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