Rebecca MacDonald
Summary
Dynamic professional with 15 years of experience seeking Customer Service Manager role. Proven expertise in managing teams, conflict resolution, and staff motivation, with a successful track record in improving operational efficiency and customer satisfaction. Strong leadership skills demonstrated through roles in healthcare and dental settings, excelling in onboarding, training, and achieving performance targets.
Overview
19
19
years of professional experience
Work History
Account Manager
PPO Profits
02.2025 - Current
- Managed client accounts, ensuring satisfaction and prompt resolution of issues.
- Developed strategic account plans to enhance customer engagement and retention.
- Collaborated with cross-functional teams to align services with client requirements.
- Submitted credentialing and contracting terms accurately to meet compliance standards.
- Negotiated favorable contract terms with clients to optimize provider agreements.
- Crafted customized account plans to support clients in achieving business objectives.
- Focused on maximizing profit during contract negotiations while maintaining client satisfaction.
Patient Access Manager
Conifer Health Solutions/CHI St. Alexius Hospital
01.2024 - 11.2024
- Supervised a team of 17, overseeing scheduling, payroll adjustments, and maintaining effective admission operations.
- Enhanced point-of-service metrics through workflow optimization and staff education, including one-on-one training and regular team meetings.
- Collaborated on the implementation of new services, such as IV Therapy and Bariatric Surgeries, and supported recruitment processes by interviewing and onboarding staff.
Operations Support Supervisor
Great Expressions Dental Centers
09.2020 - 01.2024
- Collaborated with regional managers to ensure consistent execution of corporate policies and procedures across eight regions.
- Mentored and motivated team members while providing constructive performance feedback.
- Conducted interviews and assisted with the onboarding process for new hires, successfully coaching team members to achieve monthly targets.
Lead Dental Assistant
Danielson Endodontics
07.2018 - 05.2019
- Collaborated in four-handed dentistry procedures and managed the sterilization of equipment, ensuring optimal clinical efficiency and safety.
- Conducted onboarding and training of new hires, while also overseeing the ordering and stocking of supplies to maintain seamless operational flow.
Dental Assistant
Pediatric Dentistry Dr. Arnold Tracht & Dr. Daniel Briskie
04.2015 - 11.2017
- Assisted in four-handed dentistry with a focus on pediatric patients, ensuring efficient and effective procedures.
- Managed patient sedation, digital x-rays, and panoramic imaging, while maintaining high standards of equipment sterilization.
- Supported orthodontic procedures, including phase I and II treatments, space maintainers, impressions, and model pouring.
Dental Assistant
Endodontic Associates
04.2013 - 04.2015
- Supported dental procedures through four-handed dentistry and ensured the sterilization and setup of operatories to maintain a clean and efficient work environment.
- Managed inventory by ordering essential equipment and supplies, and demonstrated proficiency in capturing digital x-rays and CBCT for accurate patient diagnosis.
Patient Service Representative
Redwood Dental Group
12.2006 - 02.2012
- Managed supply inventory, insurance records, patient charts, and company files utilizing a tracking system for efficient organization and accessibility.
- Conducted routine telephone communications with providers to discuss and resolve rebilling and reimbursement processes, ensuring timely account resolution.
- Prepared and organized folders and records for newly admitted patients, and verified insurance information with providers to secure authorization for accurate billing codes.
Education
Some College-Oakland Community College
Royal Oak, MIGeneral Education - undefined
Lamphere High School
Madison Hts, MI01.2007
Skills
- Administrative Leadership
- Digital X-Rays - Certified
- Conflict Resolution
- Self-Starter
- Meets/Exceeds Goals
- Staff Motivation
- Insurance Processing
- Dental Terminology
Timeline
Account Manager
PPO Profits
02.2025 - Current
Patient Access Manager
Conifer Health Solutions/CHI St. Alexius Hospital
01.2024 - 11.2024
Operations Support Supervisor
Great Expressions Dental Centers
09.2020 - 01.2024
Lead Dental Assistant
Danielson Endodontics
07.2018 - 05.2019
Dental Assistant
Pediatric Dentistry Dr. Arnold Tracht & Dr. Daniel Briskie
04.2015 - 11.2017
Dental Assistant
Endodontic Associates
04.2013 - 04.2015
Patient Service Representative
Redwood Dental Group
12.2006 - 02.2012
General Education - undefined
Lamphere High School
Some College-Oakland Community College
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