Violeta Martinez- Ramos

I perform a dual role that supports both front-office operations and clinical dental services in compliance with FQHC (HRSA) standards and PCHC policies, ensuring efficient clinic flow, accurate documentation, and quality patient care.

Front-Office / Reception Responsibilities

• Register patients and manage check-in and check-out processes while maintaining a patient-centered and culturally sensitive approach
• Schedule, confirm, reschedule, and coordinate dental and hygiene appointments to maximize provider productivity and reduce no-show rates
• Verify patient demographics, insurance eligibility, and sliding fee scale status in accordance with HRSA and PCHC requirements
• Collect copayments and patient payments, post transactions accurately, and reconcile the daily cash drawer
• Maintain accurate and timely documentation within the electronic health record (EHR) system to support compliance, billing, and reporting
• Communicate clinic policies, treatment expectations, and insurance limitations clearly to patients
• Manage incoming calls, voicemails, and patient inquiries in a timely and professional manner

Clinical / Dental Assistant Responsibilities

• Assist the dentist chairside during procedures, including room setup, instrument transfer, and adherence to infection control standards
• Perform clinical support tasks such as operatory turnover, sterilization, polishing, patient education, and radiographs as permitted
• Support preventive services, including sealants and hygiene coordination, to improve patient access to care
• Ensure compliance with HIPAA, HITECH, OSHA, and infection control protocols at all times
• Accurately document clinical services in the EHR to support appropriate coding, billing, and quality metrics

Departmental & FQHC Support

• Coordinate communication between providers, hygienists, assistants, and front-office staff to maintain efficient clinic operations
• Support insurance workflows, referrals, and prior authorizations to reduce claim denials and delays
• Contribute to departmental improvements that enhance access to care, operational efficiency, and patient satisfaction
• Serve as a consistent and reliable point of continuity within the dental department due to cross-training and length of service

• Used computer systems to access and manage customer accounts
• Provided knowledgeable support regarding services, plans, and policies
• Maintained confidentiality of customer information
• Worked collaboratively with team members to ensure excellent customer service
• Assisted customers in person and over the phone with billing questions, payments, and service requests
• Resolved customer concerns professionally and efficiently
• Implemented quality assurance measures, ensuring compliance with company standards and enhancing service consistency.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.

• Assisted in patient intake and documentation, ensuring accurate record-keeping and efficient workflow.
• Prepared treatment rooms and sterilized instruments to maintain a safe and hygienic environment.
• Educated patients on oral health practices and post-treatment care for improved patient outcomes.
• Collaborated with dentists to streamline procedures, enhancing overall patient experience and satisfaction.

• Assisted in patient care routines, ensuring comfort and safety during daily activities.
• Monitored vital signs, documenting changes to inform nursing staff of patient conditions.
• Collaborated with healthcare team to implement care plans tailored to individual patient needs.
• Supported patients with mobility challenges, enhancing their independence and confidence.
• Collected lab reports from hospital laboratory and radiology department.
• Coordinated patient referral processes in accordance with physician instructions.

• Advocated for clients in crisis, providing emotional support and safety planning.
• Coordinated resources and referrals to community services for survivors of domestic violence.
• Developed and facilitated workshops on personal safety, rights, and self-advocacy techniques.
• Collaborated with law enforcement and legal professionals to ensure client protection during court proceedings.