Customer Service Manager

LORI ARAJ

**** ********** **** **********, ** ***08 336-***-**** ********@*****.***

PRACTICE MANAGER

Six+ Years of Strategic Leadership in Streamlining Administrative Operations Highly organized self-starter utilizing strong decision-making and problem solving skills to maintain the highest level of efficiency possible. Driven to achieve operational goals with an unparalleled commitment to patient satisfaction. Areas of expertise include the following:

Healthcare Administration: Abreast of current trends and regulations, including emerging technology, with a focus on cost cutting, privacy and compliance among others.

Team Leadership & Employee Engagement: Hold a Bachelors Degree in Organizational Leadership. An effective listener with the ability to maintain a positive environment by motivating team members towards optimal performance.

Finance, Expenses & Budgeting: Accustomed to working with various financial systems, managing a revenue cycle, performing AP/AR and collections tasks. Instrumental in lowering overhead and improving efficiency.

Additional Areas of Expertise

Business Management Clinical & Administrative Support Medical Billing & Invoicing Contracts Administration Attention to Detail Staff Supervision Training & Development Process Improvement Multitasking Networking Customer Service Dispute/Conflict Resolution PROFESSIONAL EXPERIENCE

Dr. Michael J. Kania, DDS Asheboro, NC 2010 – Present Practice Manager

On-boarded to turn around operations. Charged with managing a wide range of front office administrative tasks for a busy Orthodontist practice with an active patient base of 300. Monitor patient scheduling, resolve patient billing and insurance issues, source new vendors for facility improvements as needed. Manage insurance credentialing, network with other local practices for ordering X-rays, insurance information, transfer of treatment and referrals. Continuously maintain excellent relationships.

Key Contributions

Consistently drive best practices throughout the office. Identify and implement cost-saving initiatives on a continuous basis.

Successfully brought several clients’ past-due accounts current by renegotiating their orthodontic treatment contracts.

Steered a backlog of accounts back on track and ensured AP/AR records were up to date.

Assisted Dr. Kania in making the most cost effective decisions for office improvements. Includes saving $2000 on an HVAC system by finding a new vendor.

Entrusted to make informed decisions and take charge of minor issues due to annual HIPPA training. Praised by Dr. Kania for being very methodical and detailed.

Instrumental in identifying and tracking software and technology problems such as OrthoChart, credit card merchant system and other issues that can impact operations. LORI ARAJ Page Two

PREVIOUS EXPERIENCE

Sales & General Management

Blyth, Inc./CBK Winston Salem, NC 2005 – 2009

Sales Representative

Acquired new accounts and maintained existing ones for a billion-dollar home accents wholesaler. Managed Central to East Coast territory and identified opportunities in new markets.

Earned “Rookie of the Year” in 2005 and selected to increase territory, covering half of North Carolina in 2009.

Body for Life Personal Training Studio Asheboro, NC 2001 – 2004 General Manager

Managed daily accounting, financial and payroll operations and reported taxes to the IRS. Handled employee scheduling as well.

Became a certified trainer, developed fitness programs and provided one-on-one personal training.

Countered local competition by providing excellent customer service and promotional discounts which increased clientele and boosted profits. Teaching

Asheboro City Schools NC Substitute Teacher 2004 – 2005 and Teacher Assistant 1997 – 2001 EDUCATION

Purdue University West Lafayette, IN

Bachelor of Science: Organizational Leadership & Supervision SOFTWARE SKILLS

OrthoChart, QuickBooks, Microsoft Word; Well Versed in Learning Proprietary Software

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