RALEIGH STEINER
Sarasota,FL
Summary
Results driven and customer focused Office Manager/Executive Administrative Assistant. Multi-faceted Office Administrator with extensive experience in areas related to administrative operations, client support and service, budgeting, and staff training/development. Specialized knowledge in Practice Administration and Operations. Experienced in providing comprehensive support to senior leadership teams including managing an array of complex tasks for administrative/operational excellence. Established in seamlessly collaborating with both internal/external stakeholders in order to achieve key goals and maintain best practices. Provided strategic vision across multiple projects and demonstrated exceptional analytical, organizational, leadership, and communication skills. Track record of assessing processes in order to develop strategies to improve workflow, operational effectiveness, customer service, and employee engagement.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Executive Administrative Assistant
North Star Fine Jewelry & Gift Boutique
2024.04 - Current
- Managed inventory levels for office supplies, reducing waste while guaranteeing availability when needed.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Reviewed incoming communications for urgency or importance; prioritized correspondence accordingly for executive review or action.
- Scheduled appointments promptly, ensuring optimal use of Owners time while minimizing conflicts or cancellations.
- Managed budgets and expenses, maintaining financial records for accurate reporting and analysis.
- Scheduled appointments and handled calendars for the Company.
- Supported human resources initiatives by coordinating interviews and assisting with new hire orientations.
- Ensured timely completion of projects by monitoring progress against deadlines, providing updates to the Owner as needed.
- Streamlined office operations by implementing efficient filing systems and managing Owner's schedule.
- Handled confidential and sensitive information with discretion and tact.
- Filed paperwork and organized computer-based information.
- Managed mail and both incoming and outgoing correspondence, mail, email and faxes.
- Assisted Sales Concierge with sales, special orders and repairs.
Office Manager
Smile Essentials
2017.01 - 2023.09
- Successfully managed correspondence with specialists on the patient's behalf—scheduling appointments as required
- Presented financial treatment plans and educated patients on needed treatment as well as explained insurance benefits and their estimated out-of-pocket costs
- Oversaw the waiting room area—greeting patients, and fielding phone calls and mail while managing the doctor's schedule
- Oversaw all accounts receivable processes as well as engaging insurance companies for claims payments, managed billing, and secured timetables for patient payments—achieving a collections ratio of 100 per annum
- Supervised intake and payout for the business as well as accepting payments, ran daily reports for production, established outstanding payments, and managed production and collections of up to $20,000 daily
- Management of other processes including accounts payable/receivable, HR management, regulatory compliance, staff development and training, office schedule coordination, managing cross-functioning teams, resolving client issues, and payroll administration
- Worked in tandem with clinical staff and patient care in order to maintain the optimal operations of the business.
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Maintained computer and physical filing systems.
- Updated reports, managed accounts, and generated reports for company database.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
- Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
- Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.
- Streamlined office operations by implementing efficient filing systems and organizational strategies.
- Assisted in the recruitment process, conducting interviews and onboarding new employees to promote a seamless integration into the team dynamic.
- Served as a liaison between upper management and staff members, facilitating open channels of communication to address concerns or issues promptly.
- Coached new hires on company processes while managing employees to achieve maximum production.
- Facilitated smooth communication between departments, addressing concerns promptly to maintain harmonious work relationships.
- Managed compliance to keep organization operating within legal and regulatory guidelines.
- Oversaw facility maintenance requests, coordinating with building management to address repairs or improvements efficiently.
- Developed comprehensive policy manuals outlining procedures and guidelines, contributing to a well-organized workplace culture.
- Evaluated employee records and productivity and submitted evaluation reports.
- Contributed to workplace safety by ensuring compliance with established emergency protocols and conducting regular equipment inspections.
- Improved safety procedures to promote employee well-being and safety and protect company from potential liability.
- Improved employee retention rates by fostering a positive work environment and providing growth opportunities through training programs.
- Optimized workspace usage by reorganizing floor plans according to team needs and office layout constraints.
- 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.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
Patient Care Coordinator
Timothy Masterson, DDS,
2016.11 - 2017.06
- Greeted patients and answered all incoming/outgoing calls in a professional manner including New
Patients, existing patients, referring doctors and vendors - Scheduled all appointments including New Patients, existing patients and emergency visits
- Managed the doctor's schedule
- Verified insurance benefits for all patients
- Processed insurance and patient payments into the appropriate account
- Followed up on missed appointments
- Created and presented treatment plans and discussed financials including payment plans and
insurance benefits - Coordinated schedules for the doctor and hygienists
Ensured doctor's schedule was appropriately scheduled to maintain production goals - Provided exceptional customer service by addressing concerns, answering questions, and ensuring patient satisfaction with their care experience.
- Assisted patients with completing necessary paperwork and forms to provide essential information to bill for services.
- Enhanced patient satisfaction by efficiently scheduling appointments and managing patient flow.
- Streamlined communication between patients and healthcare providers, ensuring timely responses to inquiries and concerns.
- Worked closely with patients to deliver excellent and direct individualized patient care.
- Communicated with insurance companies to verify coverage and obtain authorizations for medical treatments and procedures.
- Worked with patients to schedule tests and procedures.
- Coordinated with insurance companies for accurate billing and claim processing, reducing errors and financial discrepancies.
- Maintained confidentiality of patient data and condition to safeguard health information.
- Fostered strong relationships with referral sources for increased network connections, benefiting both the clinic and its patients through expanded resources.
- Monitored patient health records for accuracy to meet compliance with healthcare guidelines.
- Reduced wait times by implementing an effective appointment reminder system for patients, minimizing no-shows and late arrivals.
Orthodontic Financial Coordinator
Total Orthodontics
2016.01 - 2016.11
- Met with patients and families to discuss financial options for Orthodontic treatment
- Collected payments and worked Accounts Receivable
- Facilitated signing contracts, payment plans and informed consents for Orthodontic treatment.
- Liaison between clinical and administrative staff and doctors
- Assisted running morning huddles
- Closed books for end of day and end of month
- Explained insurance benefits, fees and procedures to patients.
- Contacted insurance carriers to discuss policies and individual patient benefits.
- Submitted claims to insurance companies on same day as patient treatment.
- Answered questions over phone and in-person regarding billing, scheduling and treatment.
- Maintained a high level of confidentiality when handling sensitive financial information and employee records.
- Optimized organizational systems for payment collections, AP/AR, deposits, and recordkeeping.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Monitored front areas so that questions could be promptly addressed.
Casualty Claims Adjuster
American Family Insurance
2014.11 - 2015.10
- Managed, investigated and adjusted casualty claims per the policy terms and conditions of the policy including application of exclusions when applicable.
- Recorded statements with insureds, claimants, witnesses and police
- Evaluated damages and fault and apportioned negligence via Comparative Negligence laws
- Considered various methods of investigations according to policy types
- Assisted in resolving complaints from policyholders regarding claims handling and settlement
- Complied with Best Claims Practices and Standards as well as claims guidelines
- Presented high exposure claims to legal roundtable
- Defended claims settlement decisions to an arbitration panel
- Collaborated with fraud investigators to identify suspicious claims, resulting in significant cost savings for the company.
- Improved claim resolution times by efficiently managing caseloads and prioritizing urgent cases.
- Maintained open lines of communication with policyholders throughout the adjustment process, providing updates on claim status and addressing any concerns that arose.
- Conducted thorough investigations of complex claims, gathering information from various sources to make informed decisions on coverage eligibility.
- Maintained high customer satisfaction ratings by providing timely and empathetic responses to policyholders'' inquiries.
- Demonstrated expertise in complex policy language interpretation, offering guidance to colleagues on nuanced claims scenarios.
- Increased accuracy of loss evaluations by conducting comprehensive reviews of property damage estimates submitted by contractors or appraisals performed internally.
- Examined claims forms and other records to determine insurance coverage.
- Delivered exceptional customer service to policyholders by communicating important information and patiently listening to issues.
- Read over insurance policies to ascertain levels of coverage and determine whether claims would receive approvals or denials.
Education
Bachelor of Arts - English Literature
University of Colorado
Denver, CO 05.1994
Skills
- Team Leadership
- Report Management
- Procedures & Best Practices
- Customer Service & Support
- Strategical Planning
- Human Resources Management
- Office Management
- Calendar Management
- Event Coordination
- Scheduling
- Document Preparation
- Spreadsheet tracking
- Interpersonal Communication
- Meticulous attention to detail
- Strong Problem Solver
- Conflict Management
- AR/AP
- Staff Management
- Payroll
- Project Management
- Conflict Resolution
- Revenue Growth Strategies
- Microsoft Word and Outlook
- Quickbooks
- Google Suite
- Trello Project Management
- Dentrix, Practice Works, Eaglesoft
Training
- Negotiation Training, Pepperdine University School of Law
- Program in General Insurance, INS 21 – Property and Liability Insurance Principles, INS 22 – Personal Insurance, INS 23 – Commercial Insurance & Xactimate
Certification
Program in General Insurance:
INS 21 – Property and Liability Insurance Principles;
INS 22 – Personal Insurance
INS 23 – Commercial Insurance
Additional Information
- Career Accomplishments
- Helped grow a one-doctor practice with 2000 patients to a two-doctor practice increasing revenue from $1M - $2.7M as well as increasing social media presence to growth in cosmetic dentistry and an in-house state-of-the-art digital lab
- Training staff of 17 clinical and non-clinical team members – helping increase patient retention and service delivery excellence – resulting in continuous five-star Google Reviews.
- After furloughing all employees during COVID, effectively and almost solely ran and kept a 3000 patient-based cosmetic and general dentistry practice in business resulting in continued revenue through accounts receivable and claims management
- Managed 5000 active patients and a staff of 17 employees successfully - remotely
- Effectively assisted with the integration of two dental practices into one while maintaining patient relations and staff satisfaction in the midst of significant change
- Handled a claims count of 120+ claims while at the same time creating excellence in customer service and retention as well as being known as a subject matter expert in insurance coverage
- Successfully collected and signed financial contracts for a $5M orthodontic practice
Timeline
Executive Administrative Assistant
North Star Fine Jewelry & Gift Boutique
2024.04 - Current
Office Manager
Smile Essentials
2017.01 - 2023.09
Patient Care Coordinator
Timothy Masterson, DDS,
2016.11 - 2017.06
Orthodontic Financial Coordinator
Total Orthodontics
2016.01 - 2016.11
Casualty Claims Adjuster
American Family Insurance
2014.11 - 2015.10
Bachelor of Arts - English Literature
University of Colorado
Program in General Insurance:
INS 21 – Property and Liability Insurance Principles;
INS 22 – Personal Insurance
INS 23 – Commercial Insurance
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