Customer Service Training

Confidential User

Email: ********@**-*******.***

Address:

City: Egg Harbor

State: NJ

Zip: 08215

Country: USA

Phone: 609-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

Results-focused management professional offering numerous years of progressive leadership experience. Transforms high-potential staff into outstanding leaders who demonstrate the creativity and savvy that is critical to financial and operational success including but not limited to contract negotiation and process improvement.

Educational Background:

High School Dipolma from Hammonton High School, Hammonton NJ 1/2001 to 6/1973 (Geology)

Job History / Details:

Executive Summary

Results-focused management professional offering numerous years of progressive leadership experience. Transforms high-potential staff into outstanding leaders who demonstrate the creativity and savvy that is critical to financial and operational success including but not limited to contract negotiation and process improvement.

Core Qualifications

Operations management

Staff development

Inventory control

Skilled negotiator

Complex problem solving

Calm under pressure

Policy/program development

Customer service focused

Professional Experience

July 2010 to Current

Haddonfield Family Dentistry Haddonfield, New Jersey

Office Manager

Evaluated and implemented processes which resulted in a two year increase of over 30 percentage . Negotiated new fee schedules with all major insurance companies for the entire organization. Responsible for the entire hiring process as well as training of all new staff including Doctors. Daily responsibilities include insurance claim review/follow-up; accounts receivable matters; treatment coordination with patients and overall flow of the schedule. Encourages staff to function as a team and improve personal skill levels.

12/2/2012 12:00:00 AM

Dental Assistant

February 80 to September 2003

Dr. Frank Arico, Orthodontist

Dr. James Wilkes, Orthodontist

Training Supervisor/Clinical Assistant

Duties include: Development of a Clinical Procedures Manual with photographs and video along with a Training System to implement same to new staff members; Orthodontic Chairside assistant duties including banding/bonding procedures, fabrication of arch wires, x-ray proficiency; and any and all other duties required by position

July 2008 to July 2010

Egg Harbor Family Dental Egg Harbor Township, New Jersey

Office Manager

Large general and multi-specialty practice.

Responsible for training new staff in all areas of front desk procedures

Primary treatment coordinator to include but not limited to treatment plans and financial arrangements; Care Credit, Chase Healthcare Advance.

Insurance eligibility, detailed breakdown of benefits of traditional insurances, DHMOs, capitation plans and State Insurance Plans

Daily responsibilities include but not limited to bank deposit, balancing day sheet, review of all charts and appropriate charges/insurance, review A/R reports and daily schedules.

January 2004 to July 2008

Custom Dental Solutions/Sharper Staffing Solutions Hammonton, New Jersey

Co-Owner/Owner

Responsible for recruiting new prospects for clients

Evaluated resumes and conducted initial interviews

Contacted prospective clients, discussed business options and negotiated contracts

Training for patient coordinators in all aspects of front desk duties including but not limited to insurance, productive scheduling, treatment planning, financials and proper professional behaviors

Training also included communication techniques for all team members to maximize treatment acceptance and inter-office relations

Assess present processes and implemented change necessary for improvement

Analysis of all financial reports as well as fee schedules

Additional services include personal coaching for the Doctor. Objectives for personal coaching include (but not limited to) finding purpose and goal setting, motivational techniques for personal improvement, goal setting for professional improvement

Motivational training to achieve team philosophy and thereby improve performance of individual members. Effective communication skills training to entire team, individually and by groups

12/2/2012 12:00:00 AM

Lecturer

Publications and Appearances:

Training Systems for Clinical Staff; A complete training system including a detailed clinical procedures manual; Published by the Millennium Society

Roundtable discussion on Staff Training. Middle Atlantic Association of Orthodontists (MASO); Annual Meeting, 1997

Southern New Jersey Dental Society: Outlook and Bulletin, contributing writer for quarterly publication; 2003 to 2005

University of Pennsylvania- 2005 Lecturer for Continuing Education Seminar titled Effective Communication for Aesthetic Procedures . Appearances in April 2005 and November 2005

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