Mikayla Paige Speer

As a Customer Service Representative:

• Provided a positive and friendly greeting to clients and their pets upon arriving at the clinic.
• Answered a multiple-line phone system for a four-doctor animal hospital, and responded to questions regarding pricing and services.
• Communicated with clients regarding their pets' health status or progress reports following a procedure or illness diagnosis, including ensuring that proper follow-up visits were scheduled.
• Dispensed prescription medications upon request from veterinarians, and educated clients on proper instructions for dispensing medications to their pets.
• Used monthly audits of accounts receivable to identify overdue accounts. Using this information, I negotiated payment plans with past-due customers, while ensuring full compliance with company policies, and initiated collection efforts as needed.
• Provided training to new staff on scheduling policies, procedures, and software systems.
• Assisted office management with monthly reports, employee scheduling, and other miscellaneous duties, as requested.

As a Cross-Trained Veterinary Assistant:

• Provided emotional support to owners whose pets were ill or had passed away due to a terminal illness.
• Administered vaccines, injections, and collected samples of bodily fluids to analyze for parasites, or other diseases.
• Obtained relevant health history and information from clients to maintain detailed and accurate medical charts.
• Restrained and stabilized animals during examination and treatment to prevent injuries.

• Evaluated existing systems and processes against industry best practices to enhance efficiency.
• Assisted with front office duties to address an employee shortage.
• Implemented strategies to take advantage of new opportunities.
• Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.

As a manager and leader:

• Built a high-performance team by collaborating with new members on procedural, administrative, collections and compliance areas.

• Managed front office customer service, appointment management for our 4 doctors and 5 hygienists, billing and administration tasks to streamline workflow across our two office locations.

• Trained employees on additional job positions to maintain coverage of roles.

• Led team meetings and one-on-one coaching sessions to continuously improve performance and recorded minutes for future reference.

• Monitored staff performance and addressed issues.

• Exercised good judgment and decision-making in escalating concerns and resolving issues.

As an individual contributor:

• Set up and maintain Curve and Eaglesoft electronic billing systems.

• Developed invoicing systems and internal controls to boost billing efficiencies.

• Resolved billing issues with patients and help customers to bring accounts into good standing by implementing payment plans.

• Prepared internal and regulatory financial reports, balance sheets and income statements.

• Streamlined scheduling by implementing an easy to use model.

• Prepared reports, invoices, letters, or medical records using word processing, spreadsheet, or other software applications.

• Conducted insurance verification and pre-authorization, coded dental procedures and managed patient charts to create realistic treatment plans.

• Took over management of our accounts receivable and reduced our outstanding dues by over 60% within the first year from $500K to only $160k

• Recovered over $200K in 12 months from accounts due over 90 days.

• Entered procedure codes, diagnosis codes and patient information into billing software to facilitate invoicing and account management.
• Performed insurance verification, pre-certification, and pre-authorization.
• Trained new team members on company policies and accounting systems to keep team operations productive and efficient.
• Maintained accounting ledgers by assessing billing statements for correct diagnostic codes, and identified problems with coding.
• Developed a strong professional rapport with referring offices and provided them with reports in a timely manner.
• Completed timely changes and updates to schedules in our two-location central scheduling system.

• Developed effective scheduling processes to achieve production objectives.
• Eliminated process discrepancies, implementing continuous improvements for scheduling procedures.
• Resolved patient complaints, or answered patients' questions.
• Delivered administrative support to team members by making copies, sending faxes, organizing documents, and rearranging schedules.

• Scheduled meetings to explain different options to prospective clients, encouraging the sale of insurance policies that best fit their needs.
• Calculated premiums, established payment methods, received customer payments, and issued receipts.
• Monitored clients' insurance coverages to ensure that changing needs were met.

• Maintained a master calendar and scheduled new appointments based on provider availability, verified patient information, collected payments, arranged payment schedules, and scheduled dental appointments for patients using the Dentrix software system.
• Scheduled and attended staff meetings and committees to record minutes for future reference.
• Attended SPEAR training conferences.
• Prepared reports, invoices, letters, or medical records using word processing, spreadsheet, or other software applications.