Sandra Thomas
Richmond,VA
Summary
Highly experienced Office Coordinator with over 20 years of expertise in various industries, including hotel event management, call center operations, medical office administration, and presently, dental school administration. Possessing a comprehensive understanding of administrative processes and an exceptional ability to streamline operations for optimal efficiency. Proven track record of effectively managing office functions, coordinating events, and providing superior customer service. Adept at multitasking, problem-solving, and collaborating with diverse teams to achieve organizational objectives.
Overview
23
23
years of professional experience
Work History
Clinical Records Coordinator - Predoctoral Clinic
VCU Dental Care
08.2021 - Current
- Facilitate student understanding and adherence to standards in records, patient, and clinical management through daily chart audits and face-to-face reviews
- Coordinate patient flow between predoctoral and graduate clinics to ensure seamless transitions and timely hand-offs
- Assist students in addressing complex inquiries regarding insurance processing and treatment planning, serving as a consultant for treatment plans
- Oversee written correspondence with patients, ensuring accuracy and compliance with letter of intent and inactivation processes
Orthognathic/TMJ Coordinator
VCU Dental Care
08.2020 - 08.2021
- Coordinated the Orthognathic and TMJ Surgical Clinics, overseeing tasks such as processing incoming referrals, establishing patient charts, setting appointments, processing preauthorization, and scheduling Operating Room procedures
- Provided backup support to the Operating Room Coordinator, ensuring continuity in clinic operations
- Facilitated effective communication among patients, healthcare providers, and support staff to streamline clinic processes
- Managed the efficient operation of the Orthognathic and TMJ Surgical Clinics, ensuring smooth coordination of tasks and appointments
Operating Room Billing Coordinator - Patient Business Services
VCU Dental Care
09.2019 - 06.2020
- Coordinated the verification and entry of all surgical charges for the Nelson Dental clinic and Virginia Common University Hospital’s operating room, performed by VCU Dental Care’s Oral and Maxillofacial Surgeons, for billing to insurance companies
- Managed the verification and billing of all charges to insurance companies from VCU Dental Care’s Faculty practice for the Sleep apnea clinic
- Reconciled accounts receivable accounts to ensure accuracy and financial integrity
- Processed phone payments made by patients, ensuring timely and accurate recording of transactions
Front Desk Coordinator
VCU Dental Care
02.2018 - 09.2019
- Coordinated the check-in and check-out process for surgical patients undergoing procedures with Oral and Maxillofacial Surgeons
- Updated demographic information for all patients seen, ensuring accurate records and communication
- Managed the scheduling of surgeries for in-clinic procedures, while collecting any co-pays or outstanding balances due for appointments and surgeries
- Processed preauthorizations for surgical procedures, and calculated charges based on dental and medical codes
- Additionally, maintained the biopsy log and delivered specimens to the pathology department
Front Desk Coordinator
Old Dominion Pediatrics
03.2013 - 02.2018
- Coordinated the registration, labeling, and scanning of all new patient information into the EMR system, ensuring accurate documentation and communication
- Verified insurance coverage and physical eligibility for upcoming appointments, facilitating smooth operation of patient visits
- Managed patient check-in and check-out procedures, including the collection of copays, balances, and setting up contracts for high deductible insurance plans
- Processed and posted payments from vendors as required, while also handling medical records requests, sorting incoming mail, completing inventory, and processing supply orders for the front office, ensuring efficient office operations
Office Manager
Encore Caterer’s
11.2001 - 12.2017
- Directed administrative functions of the home office, including the submission of clients’ orders, scheduling events, and preparing invoices
- Compiled Banquet Event Orders for all functions, ensuring accurate documentation and communication
- Maintained daily calendars and travel arrangements for the CEO and COO
- Managed scheduling for all part-time staff and processed payroll for all employees, ensuring timely and accurate payments
Customer Service Representative - HVA
Capital One
05.2012 - 06.2013
- Managed inbound account inquiry calls for High Value Account Customers, ensuring effective communication and resolution of inquiries
- Managed the entry and resolution of billing disputes, actively engaging with merchants to settle any billing or shipping issues as needed
- Processed requests for line of credit increases, card type upgrades, and rewards redemption, facilitating smooth operation of customer account management
- Led team meetings, provided feedback from monitored calls, and processed time edits for daily shifts, fostering efficient communication and coordination within the team
Online Customer Service Representative II
Wells Fargo Bank
10.2009 - 04.2012
- Managed inbound technical support calls for Wells Fargo Online Access customers, facilitating effective communication and resolution of technical issues
- Aided customers with tasks such as enrolling in online access, password resets, account downloads, bill pay inquiries and disputes, and internal and external account transfers, ensuring smooth operation of customer interactions
- Addressed general account questions, issued refunds for NSF fees, and recommended opening new accounts or closing unwanted ones, maintaining clear communication and efficient account management
- Supported in the training of New Hires during On-the-Job Training, contributing to the operational readiness and skill development of the team
Convention Services Event Manager
Richmond Marriott Hotel
10.2006 - 01.2008
- Met with clients to plan menus and detail events, preparing appropriate resumes, banquet event orders, and paperwork to guarantee quality service
- Managed budgets and negotiated contracts with vendors, ensuring cost-effective event execution.
- Prepared all event documentation and coordinated with the sales team and other hotel departments for groups of all complexities, ensuring smooth execution
- Streamlined event planning processes by implementing efficient project management strategies.
Education
Medical Billing and Coding Technology -
J Sargent Reynold’s Community College
Richmond, VA12.2012
Accounting -
Guilford Technical Community College
Jamestown, NCIndustrial Engineering -
North Carolina A & T State University
Skills
- Leadership Qualities
- Software Knowledge
- File Maintenance
- Records Management
- Appointment Scheduling
- Customer Service
- Problem-Solving
- Excellent Communication
- Multitasking Abilities
- Organizational Skills
- Critical Thinking
- Detail Oriented
References
Available upon request
Timeline
Clinical Records Coordinator - Predoctoral Clinic
VCU Dental Care
08.2021 - Current
Orthognathic/TMJ Coordinator
VCU Dental Care
08.2020 - 08.2021
Operating Room Billing Coordinator - Patient Business Services
VCU Dental Care
09.2019 - 06.2020
Front Desk Coordinator
VCU Dental Care
02.2018 - 09.2019
Front Desk Coordinator
Old Dominion Pediatrics
03.2013 - 02.2018
Customer Service Representative - HVA
Capital One
05.2012 - 06.2013
Online Customer Service Representative II
Wells Fargo Bank
10.2009 - 04.2012
Convention Services Event Manager
Richmond Marriott Hotel
10.2006 - 01.2008
Office Manager
Encore Caterer’s
11.2001 - 12.2017
Industrial Engineering -
North Carolina A & T State University
Medical Billing and Coding Technology -
J Sargent Reynold’s Community College
Accounting -
Guilford Technical Community College
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