KYLA CAIRNS
Summit Family Dental
ANKENY,IA
21
years of professional experience
Professional with high standards and results-driven approach. Skilled in team collaboration, adaptable to changing needs, and reliable. Proficiencies include administrative management, scheduling, budgeting, and staff coordination. Known for effective communication, problem-solving, and organizational skills.
Work History
Office Manger
4 Years 9 Months- Managed daily dental office operations of three location practice while ensuring smooth patient flow and schedule coordination.
- Oversaw appointment scheduling, confirmations, and rescheduling to reduce gaps in provider calendars.
- Processed insurance verifications, claims follow-up, and patient billing inquiries with accuracy.
- Coordinated front desk team activities, supporting consistent service and administrative coverage.
- All aspects of the interview process as well as onboarding.
- Accounts payables/receivables
- Maintain insurance credentialling processes for 4 providers for multiple dental insurances
- Customer service and education of our patients of practice procedures, protocols as well as their insurance coverage
- Supervise all staff at all locations ( minus two owners and dentists)
Professional Relations Representative
4 Years- Make contact to network dentists and dental offices, assist with escalated issues, training, provide outstanding service while recruiting while maintaining large dental network. Guided offices in use of website and handle feedback on our services and products. Worked with all levels of management internally in a professional manner with very little supervision. Meetings and multiple other interactions other Delta Dental member companies in US. Assisted with any complaints received from members or the Iowa Board about Iowa dentists. Planned dentist meetings both in and out of Iowa.
Utilization Review Coordinator
1 Year 3 Months- Generate and analyze statistical data, implement policies and procedures based on guidance from DDPA and DDIA, lead discussions on changes implemented with departmental leaders, summarize cost containment, fee schedule changes annually, enhance relationships with dentists via meetings and phone calls, desk audits, varies projects.
Customer Service Team Lead
2 Years 6 Months- Lead team of Customer Service Representatives and Data Entry Representatives to perform cost effective, quality service to customers, lead for customer and dentist appeals, quality review of phone calls, daily metric review of staff to ensure goals are met, staff one on ones and team huddles, planned effective contests and motivation to team encourage stats are met, assisted with hiring and firing processes. Handled Appeals and Complaints research and letters of response from dentists and members, both direct to DDIA and thru the Iowa Board.
Customer Service Supervisor
4 Years- Lead team of Customer Service Representatives and Data Entry Representatives to perform cost effective, quality service to customers, lead for customer and dentist appeals, quality review of phone calls, daily metric review of staff to ensure goals are met, staff one on ones and team huddles, planned effective contests and motivation to team encourage stats are met, assisted with hiring and firing processes.
Customer Service Lead CSR
4 Years 3 Months- Performed duties for phone customer service in a fast paced, financial contact center for policy holders and agents, reallocated large sums of money, 99.9% accuracy, met all call center metrics at 100%, including attendance and adherence, phone quality 99-100%, held roles on miscellaneous committees. Worked for 2 years in a very specialized department handling death claims on annuities. Had specific conversations with beneficiaries and agents regarding tax implications etc. while maintaining a sense of calm and understanding of situation. Was FINRA licensed in Series 6 but have since let this expire.
- Additional job history available
Education
HIGH SCHOOL DIPLOMA
- ARTS AND SCIENCE CREDITS
Skills
Helped customers with prompt
courteous service.
Kept work areas organized and completed daily tasks efficiently.
Tracked key performance measures and stayed focused on results.
Matched daily work with company goals and team priorities.
Provided reliable support in fast-paced call center settings.
Assisted supervisors with daily team operations.
Communicated clearly through written and verbal communication.
Timeline
Office Manger
Summit Family Dental
01.2022 - CurrentRead More
Professional Relations Representative
Delta Dental of Iowa
01.2018 - 01.2022Read More
Utilization Review Coordinator
Delta Dental of Iowa
10.2016 - 01.2018Read More
Customer Service Team Lead
Delta Dental of Iowa
04.2014 - 10.2016Read More
Customer Service Supervisor
ING/Cognizant
04.2010 - 04.2014Read More
Customer Service Lead CSR
01.2006 - 04.2010Read More
INDIAN HILLS COMMUNITY COLLEGE
from ARTS AND SCIENCE CREDITS
Read More
WAYNE COMMUNITY HIGH SCHOOL
HIGH SCHOOL DIPLOMA
Read More