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
Plano, TX
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
Plano, TX
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
Allen, TX
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
Plano, TX
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