Summary
Overview
Work History
Education
Skills
Websites
Technicalknowledge
Leadership Experience
Timeline
Generic

Marlena Dillard

Johnson City,TN

Summary

Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.

Overview

4
4
years of professional experience

Work History

Patient Care Coordinator

Martin Dentistry
04.2024 - Current
  • Demonstrated exceptional customer service skills by promptly greeting and assisting patients during the check-in process.
  • Responded to inquiries, set up appointments, and maintained accurate medical records.
  • Optimized front office efficiency by seamlessly multitasking, keenly focusing on details, and exhibiting exemplary organizational competencies.
  • Offered outstanding customer service, effectively handling patient concerns and providing prompt, professional responses to their inquiries.
  • Verified insurance eligibility and accurately input patient information into system.
  • Streamlined communication with billing departments to proactively resolve discrepancies or issues associated with patient accounts, resulting in reduced payment delays.
  • Directedcalls to appropriate personnel in response to inquiries.
  • Processed payments, ensuring proper documentation of cash and credit card transactions.
  • Scanned and digitized medical records to enhance retrieval and accessibility.

Office Receptionist

Medical Care PLLC
03.2021 - 04.2024
  • Ensured accurate verification of demographics, insurance details and collected payments
  • Ensured efficient patient check-in and check-out process
  • Managed appointment scheduling effectively
  • Maintained efficient telephone communication system, enhancing overall patient satisfaction
  • Scanning medical orders into patient charts and faxing to other medical specialties.
  • Demonstrated the ability to handle multiple phone lines and assist walk-in clients simultaneously with excellent multitasking capabilities.
  • Delivered exceptional customer service by professionally addressing inquiries and efficiently resolving issues.

Lead Presentation Designer

ETSU Dept. of Media and Communication
01.2022 - 05.2022
  • Led a team in the design and presentation of innovative ideas and solutions for the university department.
  • Rebranded the program.
  • Developed innovative design concepts to enhance brand recognition and increase customer engagement.
  • Efficiently created and presented excellent mockups to clients, minimizing the need for future alterations.
  • Presented creative solutions that consistently achieved high client satisfaction and generated repeat business opportunities.

Research Internship

Medical Care PLLC
01.2022 - 05.2022
  • Contributed to the planning and conceptualization of future medical holidays at the clinic
  • Created engaging and informative copy for various social media platforms, including Facebook and Tik Tok, resulting in increased engagement with the clinic's audience.
  • Gained valuable experience working within a specific industry, applying learned concepts directly into relevant work situations.

Bays Mountain- Lead Coordinator

ETSU
01.2021 - 05.2021
  • Led the coordination of a cross-functional team in the creation of a Media Tactical Creative Brief, combined with conducting an extensive Qualtrics survey to elevate brand recognition and drive up membership sales for our local National Park.
  • Researched and presented findings to create marketing strategies for both digital and physical options
  • Successfully managed and executed multiple projects to guarantee their prompt completion and deliver high-quality results.

Medical Records Specialist

STAT Informatic Solutions
11.2020 - 02.2021
  • Ensured accurate organization of medical records for various facilities within the Ballad Health network in Northeast Tennessee and Virginia.
  • Utilized scanning technology to transfer paper documents into digital format for seamless record keeping.
  • Sorted and distributed medical records efficiently.
  • Implemented and managed a well-structured filing system for medical records, ensuring adherence to HIPAA regulations.
  • Scanned and digitized medical records to enhance retrieval and accessibility.

Education

Bachelor of Science - Media and Communications (Advertising and Public Relations)

East Tennessee State University
Johnson City, TN
08.2023

Skills

  • Patient Scheduling
  • Appointment management
  • Insurance Verification
  • Patient Registration
  • Phone and Email Etiquette
  • Dental Terminology
  • Excellent multitasking capability
  • Incoming Call Reception
  • Customer Service
  • Problem-solving abilities
  • Active Listening
  • Critical Thinking Skills

Websites

Technicalknowledge

Microsoft Office: Word, PowerPoint, Excel, and Outlook; Social Media Platforms:  Instagram, Facebook, Pinterest, LinkedIn, Email, and YouTube; Adobe Programs: Illustrator, Photoshop, InDesign, Express, and Lightroom;  Canva; Team: Slack, Trello, Asana, and  Zoom

Leadership Experience

Head Cashier (3 years), Visual Merchandiser (4 years), Apparel Sales Associate (8 years), Customer Service (13 years), Clerical (8 years)

Timeline

Patient Care Coordinator

Martin Dentistry
04.2024 - Current

Lead Presentation Designer

ETSU Dept. of Media and Communication
01.2022 - 05.2022

Research Internship

Medical Care PLLC
01.2022 - 05.2022

Office Receptionist

Medical Care PLLC
03.2021 - 04.2024

Bays Mountain- Lead Coordinator

ETSU
01.2021 - 05.2021

Medical Records Specialist

STAT Informatic Solutions
11.2020 - 02.2021

Bachelor of Science - Media and Communications (Advertising and Public Relations)

East Tennessee State University

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Marlena Dillard