Kyla Martinez
Columbia,USA
Summary
Skilled registered dental assistant with 3 years of experience in patient care and administrative support within the dental industry. Proficient in managing patient appointments, handling inquiries, and ensuring compliance with HIPAA regulations. Demonstrated ability to maintain a clean and organized workspace while providing exceptional customer service. Seeking to leverage strong communication and organizational skills in a remote call center representative role.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Medicare Claims Specialist
Farm Bureau Health Plans
Columbia, USA
08.2025 - Current
- Resolved customer inquiries and issues in a timely and professional manner, ensuring customer satisfaction
- Utilized active listening skills to understand customers' needs and concerns, offering appropriate solutions and recommendations
- Maintained detailed records of all interactions with customers, accurately documenting inquiries, complaints, and resolutions
- Participated in regular team meetings to discuss challenges, share best practices, and brainstorm ideas for improving overall performance
- Managed a high volume of calls while maintaining quality standards for call handling and response times
- Collaborated with healthcare providers to clarify policy coverage details.
- Educated clients on claim procedures and health plan benefits effectively.
- Maintained detailed records of claims and communication for reference.
- Maintained knowledge of policies and procedures and insurance coverage benefit levels, eligibility systems and verification processes.
- Compiled data from multiple sources for reporting purposes.
- Handled inbound and outbound calls including preparing and mailing letters, emails and claim itemization requests.
- Explain pre-existing waiting period requirements to members and providers effectively.
- Provided Claim status, Eligibility and Benefits to both providers and members.
Registered Dental Assistant (RDA)
Hometown Dental LLC
Fort Worth, USA
05.2020 - 11.2023
- Set up all trays and operating rooms for patient appointments and treatments.
- Assisted doctor in dental treatment and surgery.
- Performed prophylaxis cleanings on adult, adolescence and small children.
- Answered phone calls and scheduled patient appointments through inbound and outbound calls.
- Input data entry for insurance to verify for patients upcoming appointments and treatment plans.
- Answered phone calls assisting in any questions or concerns and rescheduling patients as needed.
- Packaged and print and labeled patient molds to send off to lab via Fedex or UPS.
- Restocked and maintained a clean workspace in reception area as well as the back of the dental office cleaning everything from computer areas, bathrooms and treatment rooms.
- Created bitewing, panoramic and periapical X-ray images for dentist to review.
- Assisted dentists in permanent and temporary restorative procedures, applied dental fillings, placed temporary crowns and seated permanent crowns.
- Escorted patients to exam rooms while making friendly conversation to prepare for cleanings and procedures.
- Assisted dentist in the administration of local anesthetics and nitrous oxide sedation.
- Documented all treatment plans in patient records according to office standards.
- Collected payments from patients at time of service or following completion of treatment plan via cash or credit card transactions.
Education
Registered dental assistant - BLS and CPR Certification
The College of Health Care Professions
Fort Worth, TXHigh school diploma - GED
Saginaw High School
Saginaw, TXSkills
- Call center member experience and claims specialist agent experience
- Computer literacy
- Customer support experience within telecommunications industry
- Pediatric care/ Patient care all ages
- Internal employee customer service
- Communication skills
- Microsoft Outlook/Word experience
- Documentation review
- SMS customer support
- Typing Speed of 60 WPM
- Customer support experience within medical and hospitality industry
- Patient monitoring
- HIPAA Compliance
- Medical coding/billing
- Live chat
- Organizational skills
- Automobile transportation
- Customizing patient treatment/diagnostic plans
- Individual consumer customer service
- Windows
- Data deduplication
- Vital signs
- Data sorting
- Mobile applications
- Phone etiquette/ Soft skills trained
- Providing and promoting product information
- In-person customer service
- Over the phone/Email Customer service and support
- Computer skills
- Mobile devices/ Full work from home set up
- 10 key typing
- Infection control
- Time management
- Chairside assisting/ Bed-side manner
- Commercial cleaning
- Data entry - Data entry experience (4 years)
- Ethernet
- Dental office experience
- Data verification
- Customer service through social media
- Customer support - Customer support experience (4 years)
- Basic math
- Data filtering
- Patient service
- Problem-solving
- Dental/ Medical terminology
- Productivity software
- Cisco phone systems
- Multi-line phone systems
- Technical Proficiency
- Microsoft Office
- Dental receptionist/ Registered Dental Assistant
- Microsoft Excel
- Google Sheets
- Data conversion
- Attention to detail
- Proficiency in Print, Copy, Fax
- Multitasking in high call volumes including inbound and outbound calls
Certification
Driver's License
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Medicare Claims Specialist
Farm Bureau Health Plans
08.2025 - Current
Registered Dental Assistant (RDA)
Hometown Dental LLC
05.2020 - 11.2023
Registered dental assistant - BLS and CPR Certification
The College of Health Care Professions
High school diploma - GED
Saginaw High School