Lori Whitener
Middletown,OH
Summary
Patent-focused Dental Assistant/Office Manager with 30yrs of demonstrated experience in delivering quality care to patients performing a wide range of tasks ranging from patient care and education to administrative duties and office manager responsibilities. From scheduling patients to presenting treatment plans with insurance. Multi-tasking Manager well-known for creating positive workplace culture. Demonstrates Insurance expertise, including competitive offerings, pricing and market positioning.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Dental Office Manager
Trailside Dental Care
04.2013 - 04.2024
- Greet patients, answering phones, scheduling appointments, confirming appointments and insurance verification's.
- Perform various clerical or administrative functions, including checking emails and voicemails and responding accordingly.
- Responsible for maintaining Revenue Well, patient communication/marketing software and Eaglesoft, dental practice management software for scheduling patients and insurance claims for paperless charting and digital imaging
- Compile and record medical charts, reports, or correspondence, manage insurance claims and attachments using Eaglesoft Software
- Interview patients to complete documents, case histories, or forms, such as intake or insurance forms.
- Perform bookkeeping duties, such as credits or collections, preparing and sending financial statements or bills, and keeping financial records.
- Explained benefits, and outlined pricing details for procedures and services.
- Effectively resolved patient concerns or complaints, maintaining excellent client relations and promoting ongoing customer loyalty.
- Collaborated closely with dentists to create customized treatment plans that best met individual patient needs while maximizing practice profitability.
- Maintained strict confidentiality of all patient records, ensuring compliance with HIPAA regulations and safeguarding sensitive personal information.
- Maintained professional and welcoming atmosphere, fostering strong relationships with patients and encouraging referrals.
- Maintained patient data with required regulatory chart documents, personal information and treatment consultation documentation.
- Reviewed flash reports, prepared bank deposits and posted daily revenues to stay on top of administrative demands.
- Enhanced patient satisfaction by streamlining appointment scheduling and managing insurance claims.
- Supervised and led team of dental hygienists and support staff of 7.
- Assisted in recruitment, hiring, and training of high-quality dental staff to ensure exceptional patient care.
- Coordinated continuing education opportunities for dental staff members to stay updated with industry advancements and maintain licensure requirements.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Established team priorities, maintained schedules and monitored performance.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
Front Desk Receptionist and Dental Assistant
Bright Now Dental Inc
02.2011 - 04.2012
- Triage and prioritize urgency of patient appointments
- Managed patient schedule by communicating between front and back office staff
- Checking patients in/out, verifying insurance, supporting Doctor's with schedules, and to make sure that day runs smoothly with production
- Taking X-rays, Impressions for bleach trays and dentures, Charting, Mixing cements, bases
- Reviewing claims and attached documents for accuracy
- Researching returned claims, finding nature of error, making corrections
- Extracting information from specific data systems to be input into QSI (DOS based dental claims system) to generate electronic dental claims to be billed to insurance companies
- Verifying insurance, Filing, Answer phones
- Gaining general over-all benefits
- Coordinating incoming information such as X-ray Duplicates, Pre- Authorizations, Medical and Dental Records, Medical instructions such as: pre-antibiotic prescriptions.
- Cleaned and sanitized dental tools and equipment, straightened treatment rooms, and restocked supplies to prep for next patient and maintain health and safety practices.
- Assisted dentists with complex procedures, ensuring optimal patient care and treatment outcomes.
- Documented patient dental health information, medical history, and vital signs for future reference.
- Prepared instruments and equipment for use in dental procedures, ensuring their availability when needed.
- Explained treatment procedures and instructed patients on home care guidelines.
- Created dental impressions used for diagnostics, opposing models and study casts to make crowns, bridges, and other dental prosthetics.
- Maintained dental supply inventory by checking stock to determine inventory levels and placing and expediting orders for supplies.
- Prepared patient x-rays and images for dentist review.
- Recorded patients' health histories, documented current symptoms, and pulled up records from prior visits for dentists to view and evaluate.
- Supported dentists during oral surgeries by preparing surgical rooms with necessary tools and sterilized instruments.
- Collaborated with the dental team to develop customized treatment plans for individual patients.
- Prepared and sterilized instruments and materials for use by dentists.
- Monitored patient comfort and safety during dental procedures.
- Assisted dentists by passing instruments, suctioning intra-oral fluids, adding water, and mixing impression materials, casts and impressions.
- Educated patients on dental hygiene, pre-surgical instructions and post-surgical care.
- Designed dental report card to explain patient dental health status and treatment plans.
- Measured and recorded vital statistics by taking patients' blood pressure, temperature, and pulse.
- Exposed, developed and mounted dental x-rays.
Dental Front Office Receptionist
John Mitakides D.D.S.
03.2010 - 04.2011
- Minimized missed appointments through consistent reminder calls or emails to confirm upcoming visits or reschedule if necessary.
- Prepared insurance claim forms, explained benefits, and outlined pricing details for procedures and services.
- Scheduled, rescheduled, and cancelled appointments for dental patients.
- Managed patient complaints effectively and empathetically; implementing resolutions in line with office policies and procedures.
- Contributed to a pleasant atmosphere by greeting patients upon arrival, providing them with relevant paperwork, and guiding them through the check-in process.
- Handled incoming calls professionally and courteously while ensuring accurate message-taking for dental staff followup.
- Ensured optimal office productivity by maintaining organized front desk area and keeping supplies well stocked.
- Helped patients complete necessary medical forms and documentation.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Enhanced patient satisfaction by efficiently managing appointment scheduling and confirming appointments in timely manner.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Assisted colleagues in various administrative tasks such as filing patient documentation or generating reports when needed for smoother workflow.
- Secured sign-in sheets, dental charts, and encounter forms to safeguard sensitive data and information.
- Understood dental terminology and insurance breakdowns to communicate with external stakeholders.
- Communicated with insurance companies to dispute unpaid claims and verify patient coverages.
- Completed new patient registrations in software to create accurate and comprehensive records.
- Processed medical insurance claims and payments.
- Obtained payments from patients and scanned identification and insurance cards.
- Completed administrative patient intakes with case histories, insurance information and mandated forms.
- Performed various administrative tasks by filing, copying and faxing documents.
- Managed office logistics by scheduling appointments, maintaining files and collecting payments.
- Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
- Assisted with medical coding and billing tasks.
Front Desk Receptionist and Dental Assistant
Bright Now Dental
06.2007 - 03.2011
- 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 clean and sterile work environment to prevent cross-contamination and infection.
- Sanitized trays, instruments, and surfaces for clean dental office setting and patient safety.
- 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.
- Performed general chair-side duties for general dentistry, endodontic procedures, and oral surgery.
- Documented patient dental health information, medical history, and vital signs for future reference.
- Explained treatment procedures and instructed patients on home care guidelines.
- Created dental impressions used for diagnostics, opposing models and study casts to make crowns, bridges, and other prosthetics.
- Prepared patient x-rays and images for dentist review.
- Supported dentists during oral surgeries by preparing surgical rooms with necessary tools and sterilized instruments.
- Scheduled appointments for new and existing customers, factoring in provider availability and scheduling loads.
- Prepared invoices and received payment for dental services by completing insurance forms, verifying insurance information, and maintaining records.
- Reduced appointment cancellations by implementing reminder calls and text messaging services, resulting in improved scheduling efficiency.
- Handled administrative tasks such as billing, insurance claims processing, and appointment confirmation calls to support office operations efficiently.
- Collaborated with dental team to develop customized treatment plans for individual patients.
- Conducted preliminary assessments of new patients, gathering crucial information for accurate diagnoses.
- Monitored patient comfort and safety during dental procedures.
- Entered patient data into computer system, adhering to strict privacy laws and maintaining high level of accuracy.
- Staged tray for procedures by arranging dental instruments and equipment.
- Measured and recorded vital statistics by taking patients' blood pressure, temperature, and pulse.
- Verified patient insurance eligibility and benefits.
Education
Certificate of Completion - Dental Assisting
Miami Valley Career Technology Center
Clayton, OH05.1991
High School Diploma -
Preble Shawnee High School/Junior High School
Camden, OH05.1991
Skills
- Insurance claims and credentialing
- Dental assistant/Dental office Management
- Treatment Planning
- Dental software proficiency
- Schedule Management
- Insurance Billing
- Patient Relations
- Payment plans
- HIPAA Compliance
- Oral communication
- Office Administration
- Infection Control
- Regulatory Requirements
- Hiring and Training
- Computer Skills
- Customer Service
- Customer Relationship Management
- Performance reviewing
- MS Office
Accomplishments
Certified in CPR-BLS Healthcare provider
Current Dental Assistant Radiographer License
About Me
True, 15 years
Certification
- Dental Assistant 1989-1991-Certificate of Completion for 2 Years Vocational School
- Current Dental Assistant Radiographer license
- CPR BLS for Healthcare providers including AED
Social Networks - Facebook
https://www.facebook.com/lori.whitener.7?mibextid=kFxxJD
Additional Information
Highly proficient with Eaglesoft Dental Practice Management Software and Revenue Well Patient Communications Software.
Very knowledgeable about Dental insurance benefits and how the PPO networks and credentialing works. Managing the CAQH provider portal and keeping it updated accordingly.
Eager to learn and a fast learner. Years of experience has made me very comfortable with all aspects of the Dental field, including oral surgery, periodontics, implants, endodontics, Invisalign, Dentures and IV sedation, including monitoring and assisting during sedation procedures.
Trained to handle Medical Emergencies if they were to arise.
Timeline
Dental Office Manager
Trailside Dental Care
04.2013 - 04.2024
Front Desk Receptionist and Dental Assistant
Bright Now Dental Inc
02.2011 - 04.2012
Dental Front Office Receptionist
John Mitakides D.D.S.
03.2010 - 04.2011
Front Desk Receptionist and Dental Assistant
Bright Now Dental
06.2007 - 03.2011
Certificate of Completion - Dental Assisting
Miami Valley Career Technology Center
High School Diploma -
Preble Shawnee High School/Junior High School
- Dental Assistant 1989-1991-Certificate of Completion for 2 Years Vocational School
- Current Dental Assistant Radiographer license
- CPR BLS for Healthcare providers including AED
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