Sue Ann Downes
Jacksonville
Summary
Experienced professional in dental practice management, recognized for strong problem-solving and customer service skills. Successfully coordinated patient care processes, resulting in improved operational efficiency and enhanced patient experience.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Treatment Coordinator
Polished Dental
Jacksonville
09.2024 - Current
- Coordinated patient schedules to optimize appointment flow and reduce wait times.
- Communicated treatment plans clearly to patients and addressed their concerns effectively.
- Assisted patients in understanding treatment plans and financial options available.
- Maintained accurate patient records using dental practice management software (EagleSoft).
- Communicated effectively with dental team regarding patient needs and concerns.
- Provided education and resources to help patients understand their treatment options.
- Coordinated payment with insurance companies and discussed dental benefits with patients.
- Resolved any issues related to payment discrepancies or denials in a timely manner.
- Provided support to clinical staff with insurance verification and authorization processes. (VA authorization and submission of claims.)
- Successfully achieved production goals set forth by corporate, increasing office's overall revenue.
- Handled insurance verification and processed claims for timely reimbursements.
Dental Assistant and Patient Care Coordinator
Harbour Dental(Weekends)
Jacksonville
08.2023 - 08.2024
- Assisted dentists during procedures and maintained a sterile environment.
- Took bitewing, periapical, panoramic and occlusal X-rays and prepared for dentists to review.
- Performed administrative duties such as scheduling appointments, answering telephones and updating patient records.
- Educated patients on treatment procedures and post-procedure home care.
- Prepared bills and completed insurance forms using system software.
- Assisted in creating a positive environment for patients, family members, and staff by providing excellent customer service.
- Completed insurance verifications and claim forms for patient intake and processing.
- Accessed programs and set up correct payment strategies based on patient means and needs. (Sunbit, Care Credit, and in-house)Membership)
- Respond to employee inquiries regarding payroll discrepancies and policies.
Office Administrative Assistant/Dental Assistant
Sears Dental Works
Jacksonville
07.2022 - 08.2024
- Managed daily office operations and maintained efficient workflow.
- Coordinated schedules and arranged meetings for team members.
- Handled customer inquiries and provided timely support via phone and email.
- Answered phones to direct callers, schedule appointments, and provide general office information.
- Processed incoming invoices for payment in a timely manner.
- Assisted dentists during procedures to ensure patient comfort and efficiency.
- Provided chair-side assistance during dental procedures, including passing instruments to the dentist and holding suction devices.
- Took digital X-rays of teeth using radiographic equipment.
- Built loyal patient following and retained return patients by providing empathetic and caring service.
- Verified insurance eligibility and coverage details for patient accounts.
- Communicated with providers to gather necessary documentation for claims processing.
- Assisted patients in understanding their insurance benefits and coverage options.
- Processed authorization requests and ensured timely follow-up with insurers. (VA Authorizations).
- Managed billing discrepancies through investigation and resolution.
- Assisted customers with inquiries regarding billing statements and payments.
- Utilized billing software to generate reports for management review.
- Trained new staff on billing processes and software usage.
- Answered customer inquiries regarding billings, payments, account status.
- Calculated billing charges, prepared and submitted claims to insurance companies.
Call Center Representative/Dental Assistant/Front Desk Receptionist
Asap Dental Care
Jacksonville
09.2020 - 07.2022
- Managed inbound customer inquiries effectively and efficiently.
- Resolved customer complaints through active listening and problem-solving skills.
- Updated customer accounts, addresses and contact information within call management databases.
- Delivered fast, friendly, and knowledgeable service for scheduling patients at eight locations.
- Managed patient records and scheduled appointments using dental software systems.
- Provided chair-side assistance during dental procedures, including passing instruments to the dentist and holding suction devices.
- Handled cash transactions accurately, balancing the register at the end of each shift.
- Greeted customers warmly and made them feel welcome.
- Collaborated with payers such as Medicare, or private insurers, regarding coverage criteria.
- Assisted patients with insurance verification to ensure coverage for dental procedures.
- Communicated treatment plans clearly to patients, and addressed their concerns effectively using Sunbit, LendingTree, and Care Credit.
Office Administrative Assistant/Insurance Verification Specialist
Lawrenceville Children's Dentistry
Lawrenceville
05.2016 - 09.2020
- Answered phones to direct callers, schedule appointments, and provide general office information.
- Prepared documentation for IV sedation, oral conscious sedation, hospital request, and medical clearance from the primary physician.
- Processed incoming invoices for payment in a timely manner.
- Developed forms and procedures to improve workflow efficiency.
- Called insurance companies to ascertain pertinent information regarding policies and payment benefits for patients.
- Developed a working knowledge of insurance plans, including Medicare and Medicaid regulations and requirements.
- Contacted patients to arrange payment arrangements for deductible and out-of-pocket liability for all sedation and general treatment.
- Performed daily audits of submitted claims to ensure compliance with industry standards and regulations.
- I approached parents and engaged in conversation through the use of effective interpersonal and people skills to help explain and schedule the need for treatment.
- Assisted in training new staff on operational procedures and systems.
- Coordinated schedules and ensured timely completion of tasks between the dentist, hygienist, anesthesiologist, and patients for two locations.
Lead Dental Assistant/Director of Operations
Alcan Dental Group
Anchorage
04.2005 - 07.2015
- Assisted dentists with patient examinations and treatment procedures (root canals, crown and bridge, fabricating dentures and partials, amalgam and composite fillings, rubber dams, placing fillings, fabrication of temporary crowns and bridges, etc.).
- Coordinated patient appointments, and an overview of high-production treatment plans for three dentists.
- Trained junior staff on clinical procedures and best practices.
- Produced opposing models, study casts and impressions to provide dentists with information on relationship between teeth, gums, and dental arches.
- Worked with management team to develop operational goals aligned with business strategy.
- Recognized employees for demonstrating excellent service resulting in increased company morale.
- Managed day-to-day operations of a large staff in multiple departments.
- Implemented systems for monitoring employee attendance, scheduling, payroll.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Curated, personalized travel itineraries for diverse client needs, for patients from the surrounding villages.
- Created itineraries for patients, including flight bookings, car rentals, and hotel reservations for their stay during the duration of dental treatment.
- Reviewed accounts receivable aging reports for accuracy of invoices billed to customers.
- Reviewed accounts payable aging reports to analyze insurance past-due payments and reconciliation.
Education
Certification of Dental Assistant - Dental Assistant
University of Alaska Anchorage
Anchorage, AK05-2001
High School Diploma -
Bartlett High School
Anchorage, AK05-1999
Skills
- Patient scheduling
- Treatment coordination
- Insurance verification
- Dental practice management
- Claims processing
- Customer relationship management
- Team collaboration
- Time management
- Problem solving
- Educating customers
- Dental software proficiency (Dentrix, EagleSoft, Open Dental, Denticon)
- Point of sale operation
- Retail merchandising (dental products)
- Payment collection
- Staff training
- Communication skills
- Attention to detail
- Cash register operations
- Deposit and withdrawal processing
- Credit and cash transactions
Certification
- Google IT Certification
- Georgia PTA Certification
- BLS Certification
- X-ray Certification
References
References available upon request.
Timeline
Treatment Coordinator
Polished Dental
09.2024 - Current
Dental Assistant and Patient Care Coordinator
Harbour Dental(Weekends)
08.2023 - 08.2024
Office Administrative Assistant/Dental Assistant
Sears Dental Works
07.2022 - 08.2024
Call Center Representative/Dental Assistant/Front Desk Receptionist
Asap Dental Care
09.2020 - 07.2022
Office Administrative Assistant/Insurance Verification Specialist
Lawrenceville Children's Dentistry
05.2016 - 09.2020
Lead Dental Assistant/Director of Operations
Alcan Dental Group
04.2005 - 07.2015
Certification of Dental Assistant - Dental Assistant
University of Alaska Anchorage
High School Diploma -
Bartlett High School