Kristin Friesen
Park City ,KS
Summary
Highly passionate and driven performance-focused Senior Clinical Support Operations Manger with extensive experience and knowledge for vision and success in a variety of settings. Professional career includes 16+ years of progressive leadership in clinical operations, management, and the Dental Industry. Demonstrates an outstanding record of delivering results through analytics, strategic project management, identifying and executing improvement opportunities, and improving results across multiple dimensions (people, process, organization, and technology.)
Motivating strategic planner with excellent multitasking and problem-solving capabilities. Solid team building, marketing and management expertise supported by coaching, strong relationships, compelling communications, and quantitative resources.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Senior Clinical Support Operations Manager
Dandy
07.2021 - 01.2024
- Manage day-to-day operations within the Clinical Support program
- Develop and ensure adherence to all SOPs, policies, and quality assurance.
- Achieve financial and quality KPI goals through analytics and project development.
- Measure client care outcomes within clinical support, build effective relationships with internal and external clients.
- Coordinate activities and projects with management teams, cross-functional departments, and key stakeholders.
- Evaluate projects and processes for cost effectiveness and impact to outcome expectations.
- Create and report on clinical support analysis.
- Lead implementation of clinical and expansion initiatives at scale.
- Maintain awareness and knowledge of clinical support and dental trends.
- Identify opportunities for development and expansion of enhanced or new procedures.
- Participate in joint venture meetings as needed.
- Assist in and monitor implementation process; ensure deliverables and address questions and issues.
- Solve for scale: support and continuously improve a complex operational system that includes supply chain, logistics, sales, product, and partner/vendor relationship management.
- SME in digital dentistry and Dental SaaS
- Human Resource experience with developing clinical teams at scale with performance managing.
- Digital Dentistry Marketing and Sales
- Strong Customer Service and Customer Service Platform Experience
Travel and Event Advisor
Owner Operator Independent
01.2022 - Current
- Arrange travel accommodations for groups, couples, and executives clients.
- Contacted preferred suppliers for air, hotel and ground transportation for clients.
- Marketing campaigns to build relationships, drive more traffic and bookings and showcase expertise.
- Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness.
- Perform event coordination for larger parties and gatherings.
- Created detailed timelines/schedules and budgets for events to meet all deadlines.
- Acquired contracts and agreements to finalize negotiations and obtain approval signatures.
- Transformed uninspiring areas into warm and inviting event spaces using various lighting fixtures, materials, and products.
- Developed space planning concepts, color palette selections, and textile presentations.
- Organized and attended trade shows and special events to showcase products, network with other businesses and attract new customers.
Sales Agent
USA Container Services
09.2023 - Current
- Provide superior service to customers by quickly and courteously responding to requests, inquiries, suggestions and concerns.
- Identified new targets, developed new business opportunities and presented product lines to customers.
- Negotiated pricing with vendor suppliers to fit customer budgets and generate maximum gross profit.
- Logged reports, expenses, receipts, and sales in company database.
- Retained excellent client satisfaction ratings through outstanding service delivery.
- Managed paid social media advertising campaigns to reach and engage target audiences.
- Check color, shape, texture and grade of products and materials against established templates, charts, and samples.
- Manage client buy process to deliver smooth, successful experiences.
Lead Certified Dental Assistant
Love Dentistry
04.2021 - 07.2021
- Supervised and managed daily activities of clinical team.
- Coordinated, monitored, assigned, and documented patient and clinical care activities.
- Developed and adjusted work schedules for clinical staff.
- Produced and mailed monthly statements to customers and assisted with related requests for information and clarification.
- Used data entry skills to accurately document and input statements.
- Insurance verifications and dental claim submissions
- Worked closely with patients to deliver excellent and direct individualized patient care.
Clinical Operations Manager
Reflection Ridge Dental
03.2019 - 04.2021
- Promoted high moral and staff retention through dynamic communication, prompt problem resolution, proactive supervisory practices and facilitation of positive work environment.
- Implemented new policies, processes, and educated staff on changes.
- Implemented onboarding for new employees, which enabled each to effectively learn tasks and job duties.
- Managed 15 clinical employees with various personalities and from different cultures for large 6-physician practice.
- Oversaw overall operation of clinical services and patient care.
- Day-to-day Expanded Functions Dental Assistant Leadership
- Provide ongoing case management to patients to implement appropriate treatment plan, adhere to quality models and maximize utilization of services needed to achieve optimal outcomes.
- Maintained clinic's records and files, utilizing proper techniques to keep patient data confidential.
- Clinical marketing and sales including local trade shows, social media campaigns, mailings, and billboards.
- Strong Dental Software experience with eaglesoft and dentrix.
- Maintained knowledge of insurance coverage benefit levels, eligibility systems and verification processes.
- Reviewed and assisted with patient chart documentation, coding, insurance, claim submission, aging reports, and payments.
- Front office administration and treatment coordinator
- In-Office dental lab operations, CAD-CAM design and fabrications.
Expanded Functions Dental Assistant
Hesston Dentistry
03.2017 - 03.2019
- Maintained knowledge of insurance coverage benefit levels, eligibility systems and verification processes.
- Documented dental claim actions by completing forms, reports, logs and records.
- Scheduled appointments for new and existing customers, factoring in provider availability and scheduling loads.
- Prepared patient x-rays and images for dentist review.
- Successfully assisted dentist by performing four-handed dentistry for general dentistry, endo procedures, orthodontics, and oral 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.
- Communicated effectively with staff members of operations, finance and clinical departments.
- Carried out administrative tasks by communicating with clients, distributing mail, and scanning documents.
- In-Office dental lab technician, CAD/CAM design and fabrication.
Clinical Operations Manager
Grand D Ringler DDS
11.2006 - 02.2017
- Promoted high moral and staff retention through dynamic communication, prompt problem resolution, proactive supervisory practices and facilitation of positive work environment.
- Implemented new policies, processes, and educated staff on changes.
- Implemented onboarding for new employees, which enabled each to effectively learn tasks and job duties.
- Managed 12 clinical employees and day-to-day operations.
- Oversaw overall operation of clinical services and patient care.
- Day-to-day EFDA - Expanded Functions Dental Assistant, training/CE and Leadership
- Provide ongoing case management to patients to implement appropriate treatment plan, adhere to quality models and maximize utilization of services needed to achieve optimal outcomes.
- Maintained clinical records and files, utilizing proper techniques to keep patient data confidential.
- Clinical marketing and sales including local trade shows, social media campaigns, mailings, television, non-profit events.
- Strong digital dentistry and dental software experience with eaglesoft and open dental
- Maintained knowledge of insurance coverage benefit levels, eligibility systems and verification processes.
- Reviewed and assisted with patient chart documentation, coding, insurance, claim submission, aging reports, and payments.
- Front office administration and treatment/patient coordinator.
- In-office dental lab operations, CAD-CAM design and fabrications.
- Invisalign and Six Month Smiles Certified
- Cosmetic Whitening Specialist
Education
Associate of Arts - Marketing And Graphic Design
Hutchinson Community College
Hutchinson, KS05.2006
State Of Kansas - Dentistry - Certified Dental Assistant
Salina Area Technical College
Salina, KSCertification
Kansas,
CDA Certified Dental Assistant
ICE Infection Control
RHS Radiation and Health
GC General Chairside
CPR/BLS and First Aid
Oral Sedation Certified - DOCs
EFDA Expanded Functions Dental Assistant
Continuous Dental Education
Dental Administrations and Coding
Six Sigma In Progress
Skills
- Leadership - Operations - Management - Dentistry
- Proficient data analysis, performance metrics, and company KPIs
- Experienced clinical and business operations and clinical process improvement-optimization
- SOPs, Policies, HIPAA, State and Federal Dental Regulations
- Sales - Trade shows, online, direct to consumer, cold calling, etc.
- Marketing - Social media, email campaigns, direct mail, trade shows, etc.
- Customer service software - Salesforce, Kustomer, Dialpad, Zendesk, Aircall, etc.
- Google office and Microsoft office applications - Excel/Spreadsheets, word docs, presentations/slide decks, etc.
- Organizational, multitasker, team player, independently reliable
- Robust people communication skills, engagement, customer service, patient care, and key stakeholders
- Clinical/Dental Insurance Verification, Coding, Claim submissions, billing and payment postings, and administrative duties
- Human resource, interview process, onboarding and training - Greenhouse Software, LMS development and training
- Expanded Functions - Certified Dental Assistant, Dental clinic preventative and treatment procedures
- Project management
- Digital Dentistry and experienced in dental software - Eaglesoft, Dentrix, Open Dental, etc.
- Dental lab operations, CAD/CAM design and fabrication
- Travel and event coordination - suppliers, design, contracts, operations, payables
Timeline
Sales Agent
USA Container Services
09.2023 - Current
Travel and Event Advisor
Owner Operator Independent
01.2022 - Current
Senior Clinical Support Operations Manager
Dandy
07.2021 - 01.2024
Lead Certified Dental Assistant
Love Dentistry
04.2021 - 07.2021
Clinical Operations Manager
Reflection Ridge Dental
03.2019 - 04.2021
Expanded Functions Dental Assistant
Hesston Dentistry
03.2017 - 03.2019
Clinical Operations Manager
Grand D Ringler DDS
11.2006 - 02.2017
Associate of Arts - Marketing And Graphic Design
Hutchinson Community College
State Of Kansas - Dentistry - Certified Dental Assistant
Salina Area Technical College