Customer Service Manager
Resume:
Susan Higginbotham
Jacksonville, FL
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SUMMARY OF QUALIFICATIONS
Resourceful Healthcare Practice Administrator with a background of assisting patients, developing strong scheduling techniques and managing all office administration functions. Started with a small pediatric dentistry office as a scheduler and progressed to a practice administrator role managing 40 staff and serving 14,000 patients. Able to calmly put patients at ease. Superior customer service, problem-solving and staff management abilities.
Skilled relationship builder able to form strong alliances with patients, vendors and staff. Comprehensive understanding of how to adapt to any administrative support role. Excel at working independently and / or with a team in high pressure, highly demanding situations. Strong technical proficiency enables quick learning of any proprietary or out-of-the-box software applications related to healthcare office practices.
PROFESSIONAL EXPERIENCE
Setzer, Cochran, Soares & Hubbard- Pediatric Dentistry Jacksonville, FL 1994 to 12-15-15
Practice Administrator 1-1-2015 to 12-15-15
Oversee the daily operations including all human resource aspects such as onboarding new hires, terminating employees and managing payroll; manage the maintenance, grounds and appearance of the facility.
Facilitate meetings of a staff of more than 40 employees; produce weekly and monthly reports critical to the practice; monitor licensing, insurance benefits and compensation.
Meet production and collections goals; key contributor to public relations and advertising.
Mentor, train and coach employees by sharing effective scheduling and customer service techniques.
Office Manager, Front Office Manager 2010 - 2014
Asked to perform some office management duties when the prior manager went to part time.
Handled all front office activities encompassing patient scheduling, patient interaction, coordinating meetings, building maintenance and records administration.
Major player in managing an office expansion / renovation and transitioning to HIPAA compliance.
Successfully oversaw a key software conversion.
Front Office Manager 2000 - 2010
Directed a staff of seven while blocking the schedule for dentists and managing expanded treatment situations.
Completed special projects for the dentists as required.
Scheduling Coordinator 1994 - 1999
Presented treatment plans, maintained a full schedule and checked patients out.
Assisted with applying insurance programs and took after-hour calls for 20 years.
PROFESSIONAL DEVELOPMENT
Concorde Career Institute
St Louis Community College, Meramec
Attended several seminars to obtain the latest information on technological and administrative advances in the field.
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