Office Manager Customer Service
Resume:
Morgan N. Lindsey
A woman of many hats!
Bronson, MI 49028
ad167t@r.postjobfree.com
I am an experienced, detail-oriented, and resourceful individual with a passion for customer service, networking and team leadership. I have over 10 years of experience in the orthodontic industry & dental management, I have also held positions as an financial business/commercial administration assistant, dental coordinator team lead, and business office management. With my experience and skills, I am confident in my ability in verbal as well as written communication, have a nack for providing efficiency with compassion for the customer and excellent customer service that exceeds the patient/ customer's expectations.
Authorized to work in the US for any employer
Work Experience
Business Office Manager
Lakeland Rehab and Healthcare Center - Angola, IN
February 2023 to June 2023
As a business office manager, I perform a variety of administrative and supervisory duties to ensure office operations run smoothly. I sort and deliver mail, create company documents and maintain the company's filing system. As an Office manager I also order supplies, answer phones and operate office equipment, such as computers, fax machines, printers and copiers. I schedule appointments for my supervisor and schedule the work hours of some staff. I also oversee other clerical professionals and interact with clients, customers and employees to solve problems. Additionally, as the office manager, I might also interview and hire new employees, provide training and evaluate employees' performance. Responsible for all Facility billing, accounts receivable, and collection activities and supervision of billing and collections personnel. Responsible for achieving cash collection and AR goals for the Facility. Works with other department heads to ensure compliance with all financial regulatory and other requirements. Position may also manage accounts payable and payroll functions of the facility
• Assists with Medicaid Pending applications, and works with resident, family and applicable outside agencies to finalize facility coverage through Medicaid
• Establishes and maintains a system of financial record keeping, to include issuing receipts, preparing and making bank deposits, and recording payments using proper segregation of duties.
• Interacts with home office billing team and payers to define billing requirements and ensures prompt payment of claims.
• Manages census activities including daily, weekly, and monthly balancing with the nursing and admissions departments.
• The face of the company
• I am the first and last person people see when they enter and leave the facility
• Responsible for Resident Trust Account for inhouse residents, to include weekly and monthly reconciliations.
• Responsible for petty cash and collections.
• Must have an understanding of Accounts Receivable.
• Must have an understanding of Accounts Payable.
• Confidentiality and privacy of all data, including patient/resident, employee and operations data.
• Supports and participates in common teamwork.
• Uses tactful, appropriate communication in sensitive and emotional situations.
• Interacts with residents, family members, staff, visitors, government agencies/personnel, etc., under all conditions/circumstances.
Office Manager / Lead Patient Care Coordinator
Undisclosed
September 2022 to January 2023
PRIMARY RESPONSIBILITIES
Responsible for administering the day-to-day activities of the business office, including: patient and employee relations; staff interviewing/dismissal; management of marketing and communications efforts; ensuring regulatory compliance; staff training and motivation. Assist the general management team with other tasks as assigned.
SPECIFIC DUTIES
Manage day-to-day operations of dental office
Manage and direct staff assignments and activities, in accordance with office policies and applicable laws
Manage compliance with OSHA, state and federal regulations Know and follow dental office contingency plan
Stay current with trends, legislation and regulations in the dental profession Manage patient financial accounts
Manage the hiring and ongoing performance of staff Manage and update office computer systems
Patient Management
Oversee patient relations and handle patient complaints Help explain office policy to patients
Help support staff as needed (i.e., appointment scheduling, collections, insurance, etc.) Monitor patient relations with regular patient satisfaction surveys Staff Management
Assign, direct and manage staff duties, as assigned by the dentist Determine staff schedules
Recruit, interview and hire employees as directed by the dentist Orient and train new staff
Organize staff training on OSHA and HIPAA compliance Display any posters required by federal, state or local law Monitor staff performance
Conduct staff and salary reviews
Coordinate team meetings
Engage in conflict resolution
Help arrange for staff CE
Make business travel arrangements for dentist and staff Records and State and Federal Regulations Management o Help implement compliance with state and federal regulations o Maintain employment records
o Update and maintain employee policy manual
o Help General Manager draft office policies
Marketing and Public Relations
o Oversee the design of marketing and promotional materials o Manage dental office advertising/recruiting ads for new staff o Implement marketing strategies
o Coordinate event planning, conference travel, volunteer and mentorship opportunities, community outreach, and similar programs
o Assist with dental office facility management
Social Media
o Oversee the development and maintenance of pages on appropriate social media platforms, including the practice blog
o Supervise the creation of appropriate and engaging social media content o Monitor and manage comments and questions that arrive via social media/email channels o Develop and implement a strategy for handling negative reviews on sites such as Yelp, Facebook, Google
o Stay current with trends in the dental profession and social media in general PERSONNEL REQUIREMENTS
Experience/knowledge acquired
o Working knowledge of computers for word processing, insurance claims processing and records management [orthotrac, jarvis, anshan, dentrix ascend, google docs, gmail, mailhippo, patient engage, weave, digital charting, sunbit, carecredit, inhouse financing] o Knowledge or experience in staff management
o Excellent communications skills
o Team player
o Conflict resolution experience
o Customer service or patient relations experience o Ability to communicate all concerns to the general manager Commercial Loan Processor
Southern Michigan Bank & Trust - Coldwater, MI
January 2022 to December 2022
As a commercial loan processor, we are responsible for receiving and processing all incoming loans for Southern Michigan Bank & Trust organization. A quick overview is I typically sort and organize incoming loans according to the business's/Lending criteria and enter all relevant information into our systems, and we are also expected to prepare and mail disclosures as necessary. We handle all State of Michigan documents for new LLC/Corporations and prepare Mortgages & Assignment of Rents for counties to record and place on file. We process all commercial loan advances, prepare any and all extensions for maturing commercial loans & include a checklist for documents needed before and after closings.
• Attention to detail.
• Critical thinking.
• Leadership skills.
• Customer service skills.
• Writing skills.
• Organization skills.
• Time management skills.
• Problem-solving skills.
Clinic Coordinator / Lead Orthodontic Technician-Assistant Coldwater Orthodontics - Coldwater, MI
November 2012 to April 2022
As a Clinical Coordinator, I organized and oversaw the daily activities and duties of the facility, managing staff; communicating with staff, patients and family; and ensuring that the facility offers the highest level of patient care. Ordering supplies, updating patient charts & making sure things ran smoothly and efficiently. I am also a orthodontic technician so if we were short staffed, I was able to run 2 chairs effectively, efficiently and with the patients experience still at the highest quality.
• Pouring study models/form retainers
• Answering phones/scheduling/patient charts
• One on one patient relationships
• Sterilization
• Completed and graduated with a certification in the program for orthodontic assist anting
• Management
• Administration & clerical work
• Collections
• Patient Safety.
• Medical Records.
• Medical Billing.
• U.S. Health Insurance Portability and Accountability Act (HIPAA
• Certified orthodontic technician
• Care Coordination.
• Cardiopulmonary Resuscitation (CPR)
• Medical Terminology.
• Lab communications & fabrication
Administration / Medical Assistant
Sturgis Pediatrics/OBGYN/SMG Medical Records - Sturgis, MI January 2009 to July 2010
Per-dium)
• Cleaned exam rooms, scheduled appointments, hemoglobin and did vitals
• Maintained medical records, accounts, greeted patients and performed triage
• Used Medi-tech, registered patients, helped with referrals and answered phones
• Coding, payments and collections letters
Customer Service Representative
United Educational Credit Union - Battle Creek, MI October 2007 to March 2009
• Prepared all necessary paperwork and all other materials
• Filing and clerical duties
• Processed loans, check credit reports, and sent invoices for overdue accounts
• Worked in loans, member service, collections, and as a front teller
• Became very versatile in this kind of atmosphere References and letters of recommendation available on request Education
Equivalent associates in Business/Medical Administration Everest Institute
April 2008 to January 2010
College Degree in History, Political Science and Basic Accounting Kellogg Community College
August 2005 to October 2006
High school diploma in General Studies
Union City High School - Union City, MI
June 2001 to May 2005
Skills
• Microsoft office (5 years)
• Charting (9 years)
• Patient Care (9 years)
• Dental Assisting
• Dental Receptionist
• Medical Imaging
• Infection Control Training
• Chairside Assisting
• Dentrix Ascend
• Laboratory Experience
• Microsoft Excel
• Leadership
• Insurance verification
• Microsoft Word
• Google Docs
• CPT Coding
• Medical Coding
• ICD-9
• Medical Billing
• Accounting
• Data Entry
• Medical Records
• HIPAA
• Medical Terminology
• Medical Scheduling
• Office Management
• Phone Etiquette
• Training & Development
• Compliance Management
• Eaglesoft
• QuickBooks
• Microsoft Powerpoint
• ICD-10
Certifications and Licenses
Othodontic Assistant Certification
Present
Massage Therapy Certified
Present
Assessments
Sales skills — Proficient
February 2023
Influencing and negotiating with customers
Full results: Proficient
Data entry: Attention to detail — Proficient
February 2023
Maintaining data integrity by detecting errors
Full results: Proficient
Customer focus & orientation — Proficient
February 2022
Responding to customer situations with sensitivity Full results: Proficient
Analyzing data — Proficient
July 2023
Interpreting and producing graphs, identifying trends, and drawing justifiable conclusions from data Full results: Proficient
Bookkeeping — Proficient
January 2023
Calculating and determining the accuracy of financial data Full results: Proficient
Office manager — Proficient
February 2022
Scheduling and budgeting
Full results: Proficient
Business math — Proficient
February 2023
Using basic math to solve problems in a business context Full results: Proficient
Social media — Proficient
July 2023
Knowledge of social media techniques and analytics interpretation Full results: Proficient
Protecting patient privacy — Proficient
June 2023
Understanding privacy rules and regulations associated with patient records Full results: Proficient
Management & leadership skills: Impact & influence — Proficient February 2022
Choosing the most effective strategy to inspire and influence others to meet business objectives Full results: Proficient
Marketing — Proficient
January 2023
Understanding a target audience and how to best communicate with them Full results: Proficient
Administrative assistant/receptionist — Proficient May 2023
Using basic scheduling and organizational skills in an office setting Full results: Proficient
Work motivation — Proficient
February 2023
Level of motivation and discipline applied toward work Full results: Proficient
Scheduling — Proficient
January 2023
Cross-referencing agendas and itineraries to avoid scheduling conflicts Full results: Proficient
Project timeline management — Proficient
February 2023
Prioritizing and allocating time to effectively achieve project deliverables Full results: Proficient
Managing accounts in QuickBooks — Proficient
June 2023
Using QuickBooks software to manage business financials Full results: Proficient
Work style: Professionalism — Proficient
February 2022
Tendency to be accountable, professional, open to feedback, and act with integrity at work Full results: Proficient
Case management & social work — Proficient
February 2023
Determining client needs, providing support resources, and collaborating with clients and multidisciplinary teams
Full results: Proficient
Basic computer skills — Proficient
May 2023
Performing basic computer operations and troubleshooting common problems Full results: Proficient
Attention to detail — Proficient
February 2022
Identifying differences in materials, following instructions, and detecting details among distracting information
Full results: Proficient
Legal skills — Proficient
May 2023
Supporting legal procedures, preparing documents, doing research, and collecting client information in a legal setting
Full results: Proficient
Supervisory skills: Motivating & assessing employees — Proficient February 2022
Motivating others to achieve objectives and identifying improvements or corrective actions Full results: Proficient
Working with MS Word documents — Proficient
February 2023
Knowledge of various Microsoft Word features, functions, and techniques Full results: Proficient
Customer service — Proficient
February 2022
Identifying and resolving common customer issues
Full results: Proficient
Medical receptionist skills — Proficient
February 2023
Managing physician schedules and maintaining accurate patient records Full results: Proficient
Early childhood development — Proficient
February 2023
Knowledge of the development of children ages 0-3 and of ways to foster that development Full results: Proficient
Proofreading — Proficient
February 2023
Finding and correcting errors in written texts
Full results: Proficient
Spreadsheets with Microsoft Excel — Proficient
January 2023
Knowledge of various Microsoft Excel features, functions, and formulas Full results: Proficient
Work style: Reliability — Proficient
February 2022
Tendency to be reliable, dependable, and act with integrity at work Full results: Proficient
Patient-focused care — Proficient
August 2023
Responding to patient concerns with sensitivity
Full results: Proficient
Cooking skills: Basic food preparation — Proficient February 2023
Preparing food, using cooking equipment, and converting ingredient measurements Full results: Proficient
HR: Compensation & benefits — Proficient
January 2023
Knowledge of compensation and benefits programs
Full results: Proficient
Teamwork: Interpersonal skills — Proficient
February 2022
Responding to challenging team situations at work
Full results: Proficient
Bartending — Proficient
July 2023
Understanding, pouring, and mixing drink orders
Full results: Proficient
Recruiting — Proficient
February 2023
Managing the candidate sourcing and selection process Full results: Proficient
Management & leadership skills: Planning & execution — Proficient November 2022
Planning and managing resources to accomplish organizational goals Full results: Proficient
Protecting patient privacy — Proficient
February 2022
Understanding privacy rules and regulations associated with patient records Full results: Proficient
Written communication — Proficient
February 2023
Best practices for writing, including grammar, style, clarity, and brevity Full results: Proficient
Verbal communication — Proficient
June 2023
Speaking clearly, correctly, and concisely
Full results: Proficient
Building relationships for childcare providers — Proficient June 2023
Building positive and productive relationships with families of children ages 0–3 Full results: Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
Additional Information
Skills:
Clinic management
Clinic ordering
Loan Processing Calculating credit report ratios
Marketing Accounts payable and receivable
Medical & Dental charting Front office procedures
Typing: 60 WPM ICD-9 and CPT coding
Well-built vitals and multi-tasking abilities Medical Billing, UB-04 and CMS 1500 Excellent organizational skills with attention to detail Microsoft Word, Excel and PowerPoint HIPAA and OSHA compliant Exceptional phone etiquette Confident in customer relations CPR certified
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