Susan Horta
UTHSCSA
San antonio,TX
1
Certification
10
years of professional experience
Versatile patient services dental professional with experience in front, clinic, desk reception, call center support, and dental office operations. Strong in patient communication, referral processing, and electronic health record documentation. Trusted for dependable service, confidentiality, and efficient clinic support.
Work History
Patient Service Representative
10 Years 4 Months- Coordinated patient registration, scheduling, and check-in workflows to support smooth clinic operations.
- Verified insurance eligibility, demographics, and referral requirements to maintain accurate patient records.
- Resolved patient inquiries regarding appointments, billing, and access to care with professionalism and urgency.
- Trained new front-desk staff on oms processes, documentation practices, and patient flow also served as a resource to clinic staff regarding insurance ,benefits and referral requirements
- Communicated with clinical teams to coordinate referrals, follow-up visits, and required documentation.
- Maintained confidentiality and HIPAA compliance while handling sensitive patient information.
- Processed referrals, authorizations, and encounter data accurately within electronic health record systems.
- Verified insurance eligibility and coverage for patients entered in EMR.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic.
- Used Axium & Epic to schedule appointments.
- Handled patient inquiries in person, via telephone and through email.
Front Office Receptionist
10 Years 4 Months- Greeted patients and visitors, delivering courteous front desk support in fast-paced clinical environment.
- Scheduled appointments and coordinated calendar changes to support efficient clinic operations.
- Verified patient demographics and updated records to maintain accurate registration information.
- Coordinated correspondence, messages, and follow-up requests between patients and clinical staff.
- Streamlined front desk processes to improve visitor flow and support daily administrative efficiency.
- assist patients with any questions or concerns with resolution and empathy
- processed cash,credit card and care credit payments accurately using pos systems, also collected copays,while verifying insurance and billing info
- handled high volume financial transactions with zero discrepancies
Call Center Agent
10 Years 4 Months- Managed inbound patient calls, routing inquiries to appropriate clinics and departments.
- Documented call details accurately in scheduling and records systems.
- Resolved patient concerns using hospital policies, service standards, and privacy guidelines.
- Coordinated appointment requests and message transfers with clinical staff.
- Verified caller information and maintained confidentiality under HIPAA requirements.
- Trained new agents on call handling, documentation, and patient procedures for oms.
- Supported high-volume phone operations while maintaining professionalism and accurate service delivery.
Lead Registered Dental Assistant
10 Years 4 Months- Led chairside dental assisting procedures, maintaining sterile technique and efficient patient flow.
- Coordinated instrument sterilization, operatory setup, and infection control compliance across clinical rooms.
- Prepared patients for restorative, surgical, and preventive procedures with clear preoperative instructions.
- Supported faculty and providers with radiography, impressions, suctioning, and four-handed dentistry techniques.
- Trained new dental assistants on clinic protocols, equipment use, and patient care standards.
- Monitored supply inventory, restocking operatory materials and reducing treatment delays.
Education
RDA - Dental Assistant
Skills
Cross-department collaboration
HIPAA compliance
Insurance verification
Insurance eligibility verification
Appointment scheduling
Patient intake
Payment collection
Appointment scheduling
Oral surgery terminology
Healthcare administration
Data entry proficiency
Conflict resolution
Certification
RDA licensure current
CPR certified current
Timeline
Patient Service Representative
UTHSCSA
06.2016 - CurrentRead More
Front Office Receptionist
UTHSCSA
06.2016 - CurrentRead More
Call Center Agent
UTHSCSA
06.2016 - CurrentRead More
Lead Registered Dental Assistant
UTHSCSA
06.2016 - CurrentRead More
College of Health Care Professionals
RDA from Dental Assistant
Read More