Stephanie Hordge
Brownsburg,IN
Summary
Helpful Customer Experience Agent passionate about delivering exceptional customer service to promote loyal business. A pleasant demeanor and excellent problem-solving skills. Dedicated to researching and identifying complete and lasting solutions to customer problems.
Overview
24
24
years of professional experience
Work History
Customer Experience Agent
Zima International Inc.
New York, NY
03.2022 - Current
- Assisted customers with any inquiries or complaints regarding their orders.
- Provided technical support for customer's account related issues.
- Resolved customer queries and complaints in a timely manner.
- Analyzed customer feedback to identify potential areas of improvement.
- Maintained extensive knowledge of company products to recommend items aligned with customer needs.
- Documented customer interactions in internal database to maintain customer service history details.
- Resolved customers' issues and billing discrepancies to encourage good customer relationships.
- Utilized telephone, online chat and email platforms to deliver outstanding customer service.
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs and opportunities.
- Experience using Zendesk, Kustomer and Saleforce platforms
Dental Office Manager
Zachary Held DDS/Martinez Dentistry
Carmel, IN
03.2018 - 03.2022
- Maintained patient records, scheduled appointments, and handled billing inquiries.
- Ensured accurate data entry of patient information into the office management system.
- Managed all front desk operations, including phone calls and customer service inquiries.
- Provided guidance to staff on insurance coverage and payment options for patients.
- Developed procedures for tracking patient records and updating treatment plans as needed.
- Coordinated with dental providers regarding patient care and scheduling needs.
- Resolved customer complaints in a timely manner by investigating issues thoroughly.
- Understood dental terminology and insurance benefits.
- Accounts receivable reports. (lowering AR $100,000)
- Followed up on outstanding insurance claims.
- Filed insurance claims and verified that all CDT codes were correct prior to submission.
- Increased productivity.
- Managed 6-8 employees.
Dental Insurance Biller
Insurance Billing Outsourcing
Indianapolis, IN
01.2016 - 03.2018
- Enhanced claim processing efficiency by streamlining dental insurance billing procedures.
- Drafted, submitted, and tracked claims for reimbursement from insurance companies.
- Analyzed rejected claims and identified errors in order to re-submit them for payment.
- Resolved billing disputes between providers and insurers, ensuring timely payments.
- Processed payments received from insurance companies and allocated funds appropriately.
- Verified patient eligibility for specific treatments based on their dental plan coverage.
- Corresponded with insurance companies via phone and email regarding claim statuses.
- Adhered to HIPAA guidelines when handling confidential patient information.
- Submitted claims to insurance companies.
- Answered customer questions to maintain high satisfaction levels.
Dental Front Office Receptionist
SouthEast Family Dental
Indianapolis, IN
01.2014 - 01.2016
- Greeted and welcomed patients in a friendly and professional manner.
- Answered phone calls, scheduled appointments and verified patient insurance coverage.
- Collected payments from patients for services rendered.
- Verified patient information to ensure accuracy of records.
- Assisted with the preparation of documents such as medical histories, insurance forms and consent forms.
- Provided administrative support to dental staff including filing and data entry.
- Provided excellent customer service by responding promptly to inquiries via telephone, email or in person.
- Performed clerical duties such as photocopying, faxing, scanning and mailing documents when necessary.
- Created charts for new patients prior to their appointment date.
- Reviewed financial policies with patients prior to treatment plans being initiated.
- Resolved billing issues with insurance companies in a timely manner.
- Assisted in maintaining an organized front desk area at all times.
- Ensured HIPAA compliance while handling confidential patient information.
- Updated patient records regularly following each visit or procedure performed.
- Checked patients in and out, verified insurance and collected co-pays to keep business administrative and financial records current.
Dental Front Office Manager
Gary V. Walton, DDS
Indianapolis, IN
03.2007 - 07.2013
- Maintained patient records, scheduled appointments, and handled billing inquiries.
- Ensured accurate data entry of patient information into the office management system.
- Managed all front desk operations, including phone calls and customer service inquiries.
- Provided guidance to staff on insurance coverage and payment options for patients.
- Monitored inventory of dental supplies and placed orders when necessary.
- Coordinated with dental provider regarding patient care and scheduling needs.
- Prepared insurance claim forms, explained benefits and outlined pricing details for procedures and services
- Resolved patient complaints in a timely manner by investigating issues thoroughly.
- Prepared monthly reports summarizing activity within the dental practice for review by the Doctor.
- Scheduled patient appointments and effectively handled cancellations and last-minute adjustments.
- Hired, trained and monitored new office employees and took corrective action when necessary.
Dental Assistant
Gary V. Walton, DDS
Indianapolis, IN
01.2000 - 03.2007
- Assisted dentist in providing dental treatment to patients, including taking patient medical histories and vital signs.
- Prepared dental materials such as, composite resin, impression material and cements for use by the dentist.
- Provided chair-side assistance during dental procedures, including passing instruments to the dentist and holding suction devices.
- Educated patients on proper oral hygiene techniques and habits.
- Maintained a neat, clean and organized environment throughout the office.
- Conducted routine maintenance of equipment used in dentistry operations.
- Performed administrative duties such as scheduling appointments, answering telephones and updating patient records.
- Took digital X-rays of teeth using radiographic equipment.
- Sterilized instruments according to established guidelines and protocols.
- Kept accurate records of dental treatments provided for each patient's visit.
- Fabricated temporary crowns or bridges from impressions taken by the dentist.
- Ordered supplies necessary for daily operations of the practice.
- Instructed patients about postoperative instructions prescribed by their dentist.
- Greeted patients upon arrival at the office and escorted them to an examination room.
- Provided support services such as stocking rooms with supplies, cleaning trays and changing linens between patients.
- Reviewed patient charts prior to visits to ensure that all relevant information was available for the doctor's review.
- Assisted in laboratory procedures such as mixing impression materials or pouring casts from impressions taken by dentists.
- Helped maintain inventory levels of all dental supplies used in day-to-day operations.
- Sanitized equipment, cleaned treatment rooms and restocked supplies after each patient's treatment to maintain cleanliness and prepare for next patient.
- Provided chair-side assistance during dental examinations and procedures to boost efficiency and calm nervous patients.
- Took bitewing, periapical, panoramic and occlusal X-rays and prepared for dentists to review.
Education
High School Diploma -
New Palestine High School
New Palestine, IN05-1999
Some College (No Degree) - Dental Assisting Program
Professional Careers Institute, Inc. - Houston
Houston, TXSkills
- Complaint Handling
- Technical Support
- Conflict Management
- De-Escalation Techniques
- Customer Service
- Quality Control
- Call Documentation
- Calm and Professional Under Pressure
- Problem-Solving Abilities
- Effective Communication
- LiveChat Messaging
Timeline
Customer Experience Agent
Zima International Inc.
03.2022 - Current
Dental Office Manager
Zachary Held DDS/Martinez Dentistry
03.2018 - 03.2022
Dental Insurance Biller
Insurance Billing Outsourcing
01.2016 - 03.2018
Dental Front Office Receptionist
SouthEast Family Dental
01.2014 - 01.2016
Dental Front Office Manager
Gary V. Walton, DDS
03.2007 - 07.2013
Dental Assistant
Gary V. Walton, DDS
01.2000 - 03.2007
High School Diploma -
New Palestine High School
Some College (No Degree) - Dental Assisting Program
Professional Careers Institute, Inc. - Houston