Customer Service Office Manager
Resume:
Lisa Ortman
Illinois *****
******.****@*****.***
Authorized to work in the US for any employer
Work Experience
Financial Coordinator
Rockford Dental Care-Elite Dental - Rockford, IL
April 2022 to Present
Keep schedules full for 4 dentists and 10 hygienists by keeping a call list. Check patients in/out, update demographics, plug in insurance information, check voice mail throughout day and make call backs
( sometimes upwards of 48 calls), communicate with providers and administration, help patients fill out paperwork on tablets, take payments by hand and online through Chase Bank and Care Credit and much more.
Office Manager
Hauser Ross Eye Institute - Sycamore, IL
October 2021 to February 2022
Office manager for eye clinic/surgery center. I manage 12 staff including a Rockford location with 9 providers. Scheduling, posting payments, insurance verification, meetings with my staff & upper management, charts for surgery patients, handling all issues that patients have, multiple programs to accomplish my job, offer care credit as form of payment & submit for approval and so much more. Patient Care Technician
Physicians Immediate Care - DeKalb, IL
August 2021 to October 2021
Work with patients of all ages that come into clinic for care and MA duties:
• Calibrate equipment
• Take vitals
• Phlebotomy
• EMR
• Give vaccinations
• Take patient swabs to check for strip, Covid, sexually transmitted disease, etc
• Drug and alcohol test federal and non federal
• Tend to trauma cases-clean wounds, prepare for stitches, wrap, etc
• Eye care
• Audiogram and testing
• Deliver and size for body braces and boots
• Programs such as APD, Xperity, QGenda and more
• Float between two clinics
• Send urine, blood and cultures to labs
Office Manager/Sales
Central Illinois Awning - Peoria, IL
May 2019 to July 2021
I manager the front desk and one staff member that is my assistant. I am also our Executive Sales person.
• Manager email account
• Manager ar/ap
• Pay all bills and send invoices/billing to our client
• Leadership qualifications
• Employee evaluations and coaching
• Collections and corresponding with attorney if necessary
• Make and send PO’s to clients
• Schedule our crews for projects at location, touch base with them while out in field
• Meetings with staff/owners
• First line of contact when customers come into office
• Show fabric samples and make estimates/proposals for clients
• Payroll-weekly (withholdings for support payments/pay advances, etc)
• Go out into field to check project sites
• Take care of staff if they are injured/I’ll-take temp everyday during COVID and record daily
• Write up Employee Write Ups for tardiness, no call/no show and disciplinary action
• Work closely with my two owners
• Speaking with customers who call in and talk about their project and schedule appts with them
• Correspondents with our vendors, order supplies, schedule staff, advertising and so much more
• Make sales calls via phone and in person.
• Finance/accounting
BUSINESS OWNER
Doctor Kleen LLC & Discount Blinds & More, LLC - Janesville, WI March 2002 to August 2018
All responsibilities of being a Business owner and employing 15 employees and 3 volunteers for a Cleaning Company with a window division, as well as a store front, selling Window Treatment & Custom made Draperies. Offering new construction, residential and commercial cleaning and making our clients our first priority by excellent customer service:
• Wide range of human resources responsibilities
• High volume of business marketing and goal setting
• Recruitment, interviews, career fairs/booths and set up, wage determination and adjusting, reference checks, hire, fire and all training
• Leadership qualifications
• Employee evaluations and coaching
• Kept updated on labor laws and minimum wage laws
• Drug screening
• Data entry and inventory control
• Tripled business from first year to second year by networking and being visible both in 2 different newspapers and business opportunity meetings from the Janesville area to Lake Geneva area
• Finances and accounting
• Gain trust from a world renowned Home Builder in Fontana, WI, resulting in working in multi-million dollar homes and club houses and being listed on the South Shore Club concierge list to perform exclusive cleaning services
• Sanitize equipment and documentation, all training of equipment and chemicals
• Cash handling, billing and collections when needed Asst Office Manager
Aspen Dental - Janesville, WI
February 2016 to February 2018
wore many hats at Aspen while both working at the front office, taking care of patients to the best of my ability and also working in Finances and office manager. I work in the Aspen Dental computer program and utilize the help desk in New York as needed.
I take my job working with the patients very personally, doing my best to make sure their time at Aspen is their best and treat them with total respect and dignity and I always wear a smile.
Making patient charts and New Patient appointments
Scheduling - using a 4 line phone system to maintain schedules for 2 doctors and 1 hygienists
Confirming patient appointments
Working with EOB's, coding and medical terminology
Verify Insurance and plugging into the patients account
Sitting with patients after their consultation and going over their treatment plan and going over financing options
Applications for financing/payment arrangements and credit card payments and goal making
End of day balancing, reports and deposit
Work aging and credit reports, submitting refund and error correction tickets to Corporate
Scheduling for and sending out lab cases through FedEx, as well as verifying that the cases are in when they need to be, and if not, finding out why and when they will be in office
Chart audits
Maintain a clean and orderly work area
Team building and collaborate with my Office Manager, Doctor and other team members when needed Leadership qualifications
Employee evaluations and coaching
Helping the clinical staff whenever necessary
Manage staff, hours and scheduling
House Supervisor
The Lighthouse home for Women - Janesville, WI
March 2014 to March 2016
Go into the women’s prison in Wisconsin to interview women to see if they are a candidate for our program, morning devotionals as a requirement, drug testing on clients, taking clients to court appointments and PO appointments, medication management, teach basic day-to-day skills, take the girls to outings and 12 step program meetings, counseling the girls and family members, and so much more.
ASSISTANT SUPERVISOR
Dr. Mark E Glesne DDS - Pekin, IL
1982 to November 2000
Responsibilities included working as both a 4-handed Dental Assistant (performing expanded duties) and Front Desk/Receptionist:
• Marketing and networking for office growth
• excellent communication skills
• High levels of Customer Service
• Supervise and train all Dental Assistants to be top notch assistants to the Doctor
• Human Resources
• Employee evaluations and coaching
• Leadership qualifications
• CPR and OSHA certified and put in charge of updating OSHA books
• Sterilization and sanitation of instruments-bagging Hazardous Waste and Sharps, as well as cleaning Auto Clave, Statum and Ultra Sonic cleaners (and documentation of such)
• AR/AP and all banking-finances/accounting
• Cash handling, billing, collections and payment arrangements
• Review and update patient records and demographic
• Doctor referrals, scheduling, appointment confirmation and call in prescriptions
• Take, develop and mount all x-rays before digital
• Evaluate and Educate patients on Oral Hygiene
• Charting with Doctor and Hygienists
• Insurance verification, submissions and follow-up to insure prompt payments
• Take and document patient vitals
Education
license in "Nail Technician" & certificate
Debs School of Cosmetology - East Peoria, IL
1998 to 1998
High school or equivalent in Business
Delavan High School - Delavan, IL
August 1979 to May 1983
HIPPA certified in Medical Management
Concordia University - Beloit, WI
Skills
• CREDIT (10+ years)
• PEACHTREE (2 years)
• QUICKBOOKS (6 years)
• EPIC (1 year)
• CREDIT CARD (10+ years)
• Front Desk (10+ years)
• Front Office (10+ years)
• Medical Billing (10+ years)
• Insurance Verification (10+ years)
• Schedule Appointments (10+ years)
• Data Entry (10+ years)
• Reception (10+ years)
• Benefits Administration
• Dental Office Experience (10+ years)
• Dentrix (6 years)
• Customer Service (10+ years)
• Dental Assisting (10+ years)
• Venipuncture (2 years)
• Phlebotomy (2 years)
• Infection Control Training (10+ years)
• EMR Systems (2 years)
• Nail Care (10+ years)
• Medical Imaging (10+ years)
• Orthodontist Asst (10+ years)
• Human Resources (10+ years)
• Interviewing (10+ years)
• Chairside Assisting (10+ years)
• Medical Scheduling (10+ years)
• Kronos (2 years)
• Microsoft Publisher (4 years)
• ICD-10 (8 years)
• CPT Coding (8 years)
• Management (10+ years)
• Medical Terminology (10+ years)
• Medical Coding (10+ years)
• Medical Records (10+ years)
• Clerical Experience (10+ years)
• HIPAA (10+ years)
• Office Management (10+ years)
• Quality Assurance (10+ years)
• Laboratory Experience (3 years)
• Recruiting (10+ years)
• Eaglesoft (10+ years)
• Help Desk
• Documentation review
• Accounts receivable
• Medical office experience
• Typing
• ICD-9
• Office experience
• Computer literacy
• Administrative experience
• English
• Transcription
• EHR systems
• Microsoft Office
• Phone etiquette
• Leadership
• Communication Skills
• Organizational Skills
• Microsoft Word
• Payroll
• Research
• Bookkeeping
• Filing
Certifications and Licenses
CPR
November 2021 to November 2023
CPR
AED Certification
Assessments
Sales skills — Proficient
February 2020
Persuading reluctant customers to buy products or services, and influencing and negotiating with customers to meet sales goals.
Full results: Proficient
Customer service fit — Proficient
July 2019
Assesses personality traits that result in high-quality customer service. Full results: Proficient
Attention to detail — Proficient
January 2021
Identifying differences in materials, following instructions, and detecting details among distracting information
Full results: Proficient
Electronic health records: Best practices — Completed February 2020
Knowledge of EHR data, associated privacy regulations, and best practices for EHR use Full results: Completed
Customer focus & orientation — Highly Proficient
February 2020
Responding to customer situations with sensitivity Full results: Highly Proficient
Office manager — Proficient
February 2020
Scheduling and budgeting
Full results: Proficient
Case management & social work — Familiar
July 2019
Prioritizing case tasks, gathering information, and providing services without judgment. Full results: Familiar
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
Additional Information
COMPUTER SKILLS
Proficient in Word, Outlook, various Dental programs, Blue Note, DSN, Dentrix, EagleSoft, various Dental Portals, QuickBooks online, Peachtree, Airtable, Awning composer, Publisher, Excel, Access, Infinity, Meditech, Kronos, Goldminder, ADP time keeping, EPIC, ATLAS, API for time management, Health Stream, PeopleSoft, and Credit Card payment systems, multiple “eye” programs & more
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