Sylvia Smith
Dixon,CA
Summary
I am looking to pursue a career that leverages my dependable, efficient, and productive employment history. I have over ten years of exemplary patient and customer service care in a variety of professional establishments. I believe my interpersonal skills and work experience are an asset I can provide to my future employer, and hope that I can become the right fit for your enterprise.
Overview
20
20
years of professional experience
Work History
Office Manager
Dr. Karan Pannu, DDS
Roseville, CA
02.2019 - 03.2020
- Organized a team in a small, private practice
- Ensure practice operates in an efficient manner by managing schedules to meet quotas
- Trained new administrative staff on office protocols and software usage for seamless integration.
- Oversaw billing processes, ensuring accuracy and timely submission of insurance claims.
- Conducted regular audits of office procedures to identify areas for process improvement.
- Fostered a collaborative team environment through effective communication and conflict resolution strategies.
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
Operations Manager
Pacific Dental Services
Pinole, CA
03.2020 - 03.2024
- Achieve financial performance and revenue growth strategies; encourage inclusivity in the workplace.
- Expertise in insurance benefits coordination, claim submissions and auditing of claims and patient finances.
- Provide leadership and guidance to achieve individual/team success.
- Collaborate with Front Office Admin team and Back Office Clinical team to create a positive patient experience.
- Ensure compliance with company policies, as well as State, Federal and other regulatory bodies.
- Ensure adherence to cash management, collections, and accounting protocols.
- Ensure the office follows standards in respect to facility cleanliness and maintenance.
- Lead and participate in meetings as required.
- Maintain appropriate professional appearance and demeanor in accordance with company policies, address others professionally and respectfully
- Proficient in Microsoft Office Suite (Word, Excel, PowerPoint)
- QSI/CPS Dental Management systems
- Smile Generation MyChart through Epic Systems Software (2021-Current)
- Strong people skills and the ability to maintain professionalism and composure in the presence of conflict.
- Streamlined operational workflows to enhance patient care and service delivery efficiency.
- Led team training initiatives, improving staff performance and service consistency across the practice.
- Analyzed patient feedback to identify areas for improvement in service offerings and operational practices.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
Assistant Office Manager
Pacific Dental Services
Elk Grove, CA
10.2018 - 02.2019
- Handled tasks that were delegated by operational manager
- Monitored front office staff to maintain efficiency
- Streamlined patient scheduling processes to enhance office efficiency and reduce wait times.
- Trained and mentored support staff to improve service quality and operational consistency.
- Analyzed patient feedback data to identify service gaps and propose actionable improvements.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
Specialty Benefits Coordinator
Pacific Dental Services
Woodland, CA
02.2010 - 01.2018
- Consult patients in providing the best dental treatment based on needs and financial circumstances
- Coordinate with variety of insurance companies to maximize patient benefits
- Strong knowledge of financing options and dental treatments and procedures
- Scheduled appointments, checked patients in, and worked closely with doctors
- Ensured that all payments were collected and posted properly
- Followed up on unpaid claims and resubmitting claims through various insurance companies
- Streamlined claims processing workflows, improving efficiency and reducing turnaround times.
- Managed communication between dental teams and insurance providers to resolve benefit inquiries.
- Implemented quality control measures for benefits documentation, ensuring accuracy and consistency.
- Mentored junior staff on best practices for benefits coordination and customer service excellence.
- Maintained detailed records of client interactions, ensuring accurate tracking of all communication efforts and follow-up activities.
- Developed strong relationships with clients, resulting in increased retention rates and high levels of customer satisfaction.
- Coordinated benefits administration for specialty services, ensuring compliance with industry regulations.
- Developed training materials and conducted sessions to enhance staff understanding of benefits programs.
Benefits Coordinator
Pacific Dental Services
Sacramento, CA
08.2006 - 02.2010
- Coordinated patient benefits eligibility assessments, ensuring compliance with California dental board regulations.
- Streamlined intake processes, enhancing efficiency in patient information collection and verification.
- Provided education on insurance options, empowering patients to make informed decisions about their dental benefits coverage.
- Enhanced patient satisfaction by efficiently processing insurance claims and verifying eligibility.
- Contributed to a positive work environment by collaborating effectively with team members and actively participating in staff meetings.
- Assisted patients in understanding their insurance coverage, explaining plan details and coordinating necessary authorizations.
- Developed strong relationships with both patients and providers by consistently demonstrating professionalism and empathy.
- Managed financial arrangements for patients, negotiating payment plans when necessary to meet individual needs.
Operations Manager
Pacific Dental Services
Sacramento, CA
03.2024 - Current
- Monitored key performance indicators to drive continuous improvement in practice operations and employee productivity.
- Fostered a culture of compliance with regulatory standards, ensuring adherence to health and safety protocols.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Analyzed and reported on key performance metrics to senior management.
- Oversaw facility maintenance, ensuring optimal functionality of equipment and infrastructure at all times.
- Facilitated smooth collaboration between departments through clear communication channels.
- Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
- Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Streamlined operational workflows to enhance patient care and service delivery efficiency.
- Analyzed patient feedback to identify areas for improvement in service offerings and operational practices.
- Increased profit by streamlining operations.
- Reduced turnaround time for project completion through effective resource allocation and team management.
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
- Interacted well with customers to build connections and nurture relationships.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Education
High School Diploma -
Trade School of Telecommunications
Kolin, Czech RepublicSkills
- Customer service
- Office management
- Office administration
- Data entry
- Customer relations
- Credit and collections
- Scheduling coordination
- Staff hiring
- Training and coaching
Languages
Spanish
Native or Bilingual
Czech
Native or Bilingual
Timeline
Operations Manager
Pacific Dental Services
03.2024 - Current
Operations Manager
Pacific Dental Services
03.2020 - 03.2024
Office Manager
Dr. Karan Pannu, DDS
02.2019 - 03.2020
Assistant Office Manager
Pacific Dental Services
10.2018 - 02.2019
Specialty Benefits Coordinator
Pacific Dental Services
02.2010 - 01.2018
Benefits Coordinator
Pacific Dental Services
08.2006 - 02.2010
High School Diploma -
Trade School of Telecommunications