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.
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
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
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
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
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
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
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