Summary
Overview
Work History
Education
Skills
Timeline
Generic

TaiAnn Armenta

Independence,MO

Summary

Experienced dental office manager focused on operational efficiency and patient satisfaction. Strong organizational skills and comprehensive knowledge of dental office procedures. Proven track record in managing operations, ensuring efficient workflow and high patient satisfaction. Skilled in team collaboration, adapting to changing needs, driving results, scheduling, billing, and maintaining compliance with healthcare regulations. Highly motivated Operations Manager with in-depth knowledge and progressive experience in dental environments. Demonstrates comprehensive business acumen in all facets of clinical office operations, regulatory compliance, and patient-centered service. Effective co-leader with expertise in employee training, inventory oversight, database administration, accounts receivable functions, patient and workflow optimization, and scheduling coordination for multiple doctors. Passionate regional trainer focused on development and KPIs.

Overview

13
13
years of professional experience

Work History

Branch Operations Manager

Aspen Dental
01.2023 - Current
  • Consulting patients and assisting them with getting treatment, and financed.
  • Payroll for office staff
  • Manage all aspects of the front office operations, including scheduling, patient registration, and billing
  • Leading huddles at the start of the day
  • Oversee financial management, including accounts receivable and payable
  • Managing PnL reports
  • Schedule auditing and budgets
  • Conducting morning huddles and setting the example for the team
  • Ensuring HIPPA compliance
  • Supervise office staff, including hiring, training, and performance evaluations
  • Identifying and implementing strategies to optimize workflows, reduce costs, and enhance efficiency.
  • The ability to lead and motivate teams, delegate tasks, and manage performance
  • The ability to analyze data, identify trends, and make informed decision
  • The ability to communicate effectively with employees, customers, and Drs
  • Supervised operations staff and kept employees compliant with company policies and procedures.
  • 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.
  • Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
  • Developed and maintained relationships with external vendors and suppliers.
  • Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
  • Led hiring, onboarding and training of new hires to fulfill business requirements.
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
  • 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.
  • Identified and resolved unauthorized, unsafe, or ineffective practices.
  • Developed and implemented strategies to maximize customer satisfaction.
  • Handled staff training initiatives aimed at upskilling the workforce to meet dynamic industry demands.
  • Directed initiatives to improve work environment, company culture or overall business strategy.
  • Spearheaded process improvements, resulting in increased productivity and reduced operational costs.
  • Increased profit by streamlining operations.
  • Championed safety protocols to maintain a secure working environment, reducing workplace accidents significantly.
  • Led successful change initiatives, ensuring seamless transitions during organizational restructuring efforts.
  • Implemented quality control systems to boost overall product consistency and reliability.
  • Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly.
  • Assisted in recruiting, hiring and training of team members.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Interacted well with patients to build connections and nurture relationships.
  • Reported issues to higher management with great detail.
  • Managed purchasing, sales, marketing and customer account operations efficiently.
  • Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
  • Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
  • Monitored daily cash discrepancies
  • Implemented business strategies, increasing revenue, and effectively targeting new markets.
  • Developed strong relationships with clients, resulting in increased loyalty and repeat business.
  • Managed daily office operations for optimal productivity and patient satisfaction.
  • Managed daily branch operations for optimal productivity and customer satisfaction.
  • Supervised a team of employees, fostering a positive work environment and emphasizing professional growth.
  • Trained employees on proper procedures and strategies to improve productivity.
  • Collaborated closely with dentists to create customized treatment plans that best met individual patient needs while maximizing practice profitability.
  • Boosted dental practice revenue by optimizing billing procedures and diligently following up on outstanding payments.
  • Effectively resolved patient concerns or complaints, maintaining excellent client relations and promoting ongoing customer loyalty.
  • Maintained strict confidentiality of all patient records, ensuring compliance with HIPAA regulations and safeguarding sensitive personal information.

Department Manager

Lowes Distribution Center
03.2020 - 01.2023
  • Supervising, managing, and motivating team members to achieve goals. This includes tasks like assigning work, providing guidance, training, and addressing employee concerns.
  • Clean, safe, and in stock at all times.
  • Communicating with all other sales floor supervisors to ensure the daily function of the store is executed properly.
  • Acting as a bridge between management and front-line employees, relaying information, and resolving issues.
  • Strong written and verbal communication skills
  • Able to understand and operate cash office.
  • Coaching, training and delegating.
  • Clarifying needs and identifying solutions.
  • Closing sales, assisting with credit goals in all departments
  • Store safety, conducting safety walks, reporting hazards, understanding safety and lifting directions
  • Setting and communicating department goals, and ensuring they are met.
  • Responsible for employees complying with all training.
  • Responsible for payroll and schedules for departments staff.
  • Oversaw inventory management processes, maintaining optimal stock levels while minimizing waste and losses due to shrinkage or obsolescence.
  • Collaborated with other departments to ensure seamless coordination in achieving company-wide objectives.
  • Improved customer satisfaction rates through attentive service, prompt issue resolution, and continuous process improvements.
  • Maintained a professional work environment by addressing conflicts proactively and fostering open communication among staff members.
  • Led a team of professionals to consistently achieve or exceed performance targets.
  • Developed strong relationships with suppliers, securing better deals and ensuring timely deliveries.
  • Managed projects efficiently from inception to completion ensuring timely delivery within budget constraints.
  • Provided ongoing staff development opportunities through training programs, workshops, and regular feedback sessions.
  • Advised upper management on key decisions based on thorough analysis of sales trends, market conditions, and competitor activities.
  • Assisted in talent acquisition efforts, hiring top candidates to strengthen the department''s capabilities.

Benefits Coordinator/Customer Service Supervisor

GEHA
08.2019 - 02.2020
  • Answers customer/ provider phone calls and questions about benefits.
  • Assisted providers with benefits information
  • Multi phone line usage
  • Providing excellent customer service for insurance members and assisting them with any questions or billing issues.
  • Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
  • Served as primary point of contact for employee benefits inquiries, resolving issues promptly and accurately.
  • Maintained up-to-date knowledge on industry trends and legislative changes to ensure ongoing compliance with applicable laws and regulations regarding employee benefits.
  • Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, and email.

Retention Call Center Manager

Full Potential Solutions
03.2016 - 08.2019
  • Set performance objectives, monitor progress, provide feedback (both positive and constructive), and address underperformance
  • Takes initiatives in customer satisfaction via process improvement plans and efficient reporting and flow of information.
  • Maintains industry relationships and develops budgets and controls costs.
  • Responsible for correcting time sheets.
  • Manage payroll for entire team.
  • Responsible for leading a team of retention members.
  • Manages subordinate staff in the day-to-day performance of their jobs.
  • Ensures that project/department milestones/goals are met and adhering to schedules. - Has full authority for personnel actions.
  • Foster a positive work environment, encourage collaboration, and support the professional development of team members
  • Delegate tasks appropriately, ensuring clear expectations and deadlines.
  • Controlled daily business operations by devising and deploying short and long-range strategies to grow profitability and accomplish objectives.
  • Oversaw daily operations, ensuring timely completion of tasks while maintaining exceptional quality standards.
  • Established performance metrics to track progress, identify trends, and inform data-driven decision-making processes.
  • Worked closely with senior leadership to define long-term operational strategies designed for scalable growth.
  • Championed a culture of collaboration, innovation, and accountability within the operations team.

Patient Benefits Coordinator

BLUE SPRINGS DENTISTRY AND ORTHODONTICS
07.2014 - 02.2016
  • Routinely audits and reviews benefit eligibility reports for errors, updates and/or inconsistencies. Contacts benefit carriers as needed to resolve benefit eligibility.
  • Assisting patients with financing and insurance benefit coverage.
  • Scheduling a productive and consistent schedule for all doctors.
  • Securing financial commitment from patients.
  • Developed strong relationships with both patients and providers by consistently demonstrating professionalism and empathy.
  • Collaborated with healthcare providers to develop customized care plans, ensuring optimal patient outcomes.
  • Expedited claim processing times by proactively following up on outstanding documents or required information from various parties involved.
  • Supported administrative tasks such as filing paperwork, maintaining supply inventory levels, or assisting with front desk duties as needed.
  • Reduced instances of denied claims through meticulous attention to detail when completing paperwork on behalf of clients.
  • Educated patients on available resources and programs to aid in the management of medical expenses.
  • Streamlined office operations for improved efficiency, maintaining accurate patient records and scheduling appointments.
  • Optimized operational processes within the department for increased productivity, implementing new software tools where applicable.
  • Maintained strict confidentiality of patient information in compliance with HIPAA regulations while managing sensitive data.
  • Reduced billing errors by diligently reviewing claims and identifying discrepancies before submission.
  • Managed financial arrangements for patients, negotiating payment plans when necessary to meet individual needs.

Customer Retention Manager

Sprint
02.2012 - 06.2014
  • Supervise a team of retention specialists, ensuring they meet or exceed retention goals.
  • Responsible for improving customer relationship and retention through services offered to the customer.
  • Working proactively with customers in order to resolve billing problems, account activation, and technical issues in an effort to retain Sprint/T-Mobile customers.
  • Developing, supporting and coaching team members in order to correct behavior that drives performance, team meetings, and monthly employee development plans.
  • Ensuring the feedback provided through these tools is accurate, complete, professional, timely, and provides the feedback and guidance necessary to ensure team members meet their goals.
  • Work to enhance the customer experience by identifying areas for improvement and implementing data-driven strategies.
  • Handle difficult customer calls, resolve issues, and escalate complex situations as needed.
  • Developed customer loyalty programs for increased satisfaction and repeat business.
  • Enhanced team performance with regular training sessions focused on communication skills and product knowledge.
  • Established strong relationships with key accounts, ensuring long-term client retention and ongoing revenue growth.
  • Collaborated with the sales team to create incentives for customers at risk of leaving, securing their continued business.
  • Trained new hires in company policies procedures contributing towards a more skilled workforce.
  • Conducted customer satisfaction surveys for valuable feedback and identifying areas of improvement.
  • Created detailed reports for executive management showcasing retention efforts'' effectiveness and ROI.
  • Boosted customer retention rates by implementing targeted strategies and personalized outreach efforts.
  • Monitored customer churn rates closely, taking proactive measures to address potential issues before they escalated.
  • Analyzed customer data to identify trends and develop targeted retention campaigns.
  • Evaluated and optimized workflows to ensure efficiency facilitating faster response times for customer inquiries.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Established team priorities, maintained schedules and monitored performance.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Defined clear targets and objectives and communicated to other team members.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.

Education

High School -

PASEO HIGH SCHOOL
Kansas City, MO
05.2006

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UNIVERSITY OF MISSOURI
Kansas City, MO

Skills

  • Multi-line phone management
  • Team leadership experience
  • Proven leadership skills
  • Proficient in verbal and written communication
  • Experienced in handling multi-line telecommunication systems
  • Operational efficiency enhancement
  • Proficient in negotiation tactics
  • Strategic marketing planning
  • Workforce retention initiatives
  • Targeted customer analysis
  • Client interaction proficiency
  • Excellent collaboration abilities

Timeline

Branch Operations Manager

Aspen Dental
01.2023 - Current

Department Manager

Lowes Distribution Center
03.2020 - 01.2023

Benefits Coordinator/Customer Service Supervisor

GEHA
08.2019 - 02.2020

Retention Call Center Manager

Full Potential Solutions
03.2016 - 08.2019

Patient Benefits Coordinator

BLUE SPRINGS DENTISTRY AND ORTHODONTICS
07.2014 - 02.2016

Customer Retention Manager

Sprint
02.2012 - 06.2014

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UNIVERSITY OF MISSOURI

High School -

PASEO HIGH SCHOOL

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