Susan Wright
Celina,TX
Summary
Proven leader in organizational development and customer service management, I significantly enhanced team productivity and client satisfaction at Jacob Grapevine DDS. Skilled in planning and execution, I excel in multitasking and problem-solving, ensuring optimal resource allocation for a notable increase in efficiency. My approach fosters teamwork and collaboration, driving results and achieving goals.
Overview
35
35
years of professional experience
Work History
Business Coordinator
Jacob Grapevine DDS
02.2018 - Current
- Delivered exceptional customer service by promptly addressing concerns, maintaining strong relationships with clients and vendors.
- Enhanced team productivity by organizing regular meetings, setting clear goals, and providing necessary resources.
- Coordinated training programs for new employees, resulting in improved performance levels and reduced turnover rates.
- Managed project staffing, recruitment and new hire process.
- Conducted financial activities for monthly reconciliation and to assist with annual budget.
- Facilitated communication with clients and team members to improve business strategy and operation.
- Managed budgets and financial reports to ensure cost-effective allocation of resources for maximum return on investment.
- Verified insurance and communicated coverage to staff and patients.
- Managed high volume of inbound calls, promptly resolving issues while providing accurate information on policies and procedures.
- Assisted clients with understanding complex insurance policies, effectively addressing concerns or questions.
- Prepared insurance claims for submission to clearinghouses or insurance companies.
- Obtained prior authorization and precertification for outpatient procedures.
- Filed and tracked insurance claims and communicated claims status to patients.
- Obtained data such as patient, insurance ID, insurance provider and medical codes to properly file insurance claims.
- Reduced errors in policy documentation, meticulously reviewing and updating insurance records.
- Posted payments to accounts and maintained records.
- Made contact with insurance carriers to discuss policies and individual patient benefits.
- Carried out administrative tasks by communicating with clients, distributing mail, and scanning documents.
- Generated, posted and attached information to claim files.
- Calculated adjustments, premiums and refunds.
- Processed and recorded new policies and claims.
- Assured timely verification of insurance benefits prior to patient procedures or appointments.
- Coordinated with contracting department to resolve payer issues.
Dental Office Manager
Joseph Hidalgo
07.2005 - 02.2018
- Prepared insurance claim forms, explained benefits, and outlined pricing details for procedures and services.
- Effectively resolved patient concerns or complaints, maintaining excellent client relations and promoting ongoing customer loyalty.
- Boosted dental practice revenue by optimizing billing procedures and diligently following up on outstanding payments.
- Collaborated closely with dentists to create customized treatment plans that best met individual patient needs while maximizing practice profitability.
- Maintained strict confidentiality of all patient records, ensuring compliance with HIPAA regulations and safeguarding sensitive personal information.
- Maintained professional and welcoming atmosphere, fostering strong relationships with patients and encouraging referrals.
- Reduced wait times for patients through effective coordination of staff schedules and resource allocation.
- Achieved revenue goals with successful management of patient scheduling, receivables and miscellaneous operations expenses.
- Reviewed flash reports, prepared bank deposits and posted daily revenues to stay on top of administrative demands.
- Developed successful marketing strategies to attract new patients while retaining existing clientele base.
- Managed office within budget guidelines for clerical and auxiliary supply purchases, equipment upgrades and labor costs.
- Assisted in recruitment, hiring, and training of high-quality dental staff to ensure exceptional patient care.
- Established clear performance expectations for team members through goal setting sessions, regular performance reviews, feedback meetings, resulting in higher employee engagement levels.
- Coordinated continuing education opportunities for dental staff members to stay updated with industry advancements and maintain licensure requirements.
- Oversaw facilities and equipment cleanliness and safety for optimal patient protections.
- Maintained strict adherence to OSHA and CDC guidelines for infection control, ensuring safe environment for both patients and staff.
- Managed all aspects of billing and insurance claims, ensuring accuracy and compliance with industry standards.
- Achieved significant increase in patient referrals by maintaining high levels of patient satisfaction and trust.
- Reduced appointment cancellations and no-shows with proactive reminder and follow-up system.
- Improved patient intake process, making it more efficient and reducing wait times.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
Dental Assistant
Tammy Gough DDS
09.2002 - 07.2005
- Successfully assisted dentist by performing four-handed dentistry and other chair-side duties.
- Documented patient dental health information, medical history, and vital signs for future reference.
- Assisted dentists, hygienists, and other personnel by handing appropriate tools and supplies needed for procedures.
- Explained treatment procedures and instructed patients on home care guidelines.
- Recorded patients' health histories, documented current symptoms, and pulled up records from prior visits for dentists to view and evaluate.
- Educated patients on proper oral hygiene techniques, promoting long-term dental health.
- Participated in community outreach programs, educating public on importance of dental health.
- Streamlined digital x-ray processing, reducing wait time for diagnosis and treatment planning.
- Assisted in emergency dental procedures, providing critical support in high-pressure situations.
- Enhanced team productivity by providing timely assistance during complex dental procedures.
- Monitored patient comfort and safety during dental procedures.
- Prepared patient X-rays and images for review by dentist.
Dental Assistant
Steve Layton DDS
06.1989 - 09.2002
- Cleaned and sanitized dental tools and equipment, straightened treatment rooms, and restocked supplies to prep for next patient and maintain health and safety practices.
- Maintained clean and sterile work environment to prevent cross-contamination and infection.
- Successfully assisted dentist by performing four-handed dentistry and other chair-side duties.
- Explained treatment procedures and instructed patients on home care guidelines.
- Created dental impressions used for diagnostics, opposing models and study casts to make crowns, bridges, and other dental prosthetics.
- Managed inventory of dental supplies, reducing waste and optimizing resource allocation.
- Exposed, developed and mounted dental x-rays.
- Assisted in chair-side dental procedures by filling cavities and taking impressions.
- Scheduled and confirmed patient appointments.
Education
Dental Assisting - Dental Assisting
Grayson County College
Sherman, TX06.1989
High School Diploma -
Leonard High School
Leonard, TX05.1987
Skills
- Customer Service Management
- Training and mentoring
- Organizational Development
- Staff Mentoring
- Human Resources Management
- Teamwork and Collaboration
- Customer Service
- Attention to Detail
- Multitasking Abilities
- Reliability
- Excellent Communication
- Organizational Skills
- Delegating Work
- Payroll Administration and Timekeeping
- Records Organization and Management
Timeline
Business Coordinator
Jacob Grapevine DDS
02.2018 - Current
Dental Office Manager
Joseph Hidalgo
07.2005 - 02.2018
Dental Assistant
Tammy Gough DDS
09.2002 - 07.2005
Dental Assistant
Steve Layton DDS
06.1989 - 09.2002
Dental Assisting - Dental Assisting
Grayson County College
High School Diploma -
Leonard High School
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