Customer Service Office

Maria T. Martins

***** ********* **., *****, **. 20721

Phone: 301-***-**** Email: **************@*****.***

SUMMARY:

Seven years of office management (supervisory) experience

Provide outstanding service to a high volume of patients with a smile.

Accustomed to working in a fast paced environment and successfully handling several responsibilities simultaneously

Skilled with MS Office Software (97-07 version) - Word, Outlook, Access, Excel, Power Point and Publisher, and Windows 2000/XP.

Proficient in Eaglesoft, Easy Dental, Quicken, and QuickBooks software

Typing 45+ wpm

PROFESSIONAL EXPERIENCE:

Office Manager 2002- 2009 Dr. Ladan Basiri M.A.,D.M.D., P.C (Retired)

• Supervised the work of the scheduling coordinator - seeing that scheduling is done properly, re-care is maintained, and that all patient contacts are up to date.

• Ordered supplies and various items that the office may need.

• Operated a variety of office equipment, such as: fax machines, photocopiers, scanners and telephone systems.

• Scheduled daily appointments, handled phone communications, and greeted incoming/outgoing patients.

• Managed the operation and maintenance of office equipment, maintain appropriate quantities of business supplies.

• Initiated an office payment plan program; arranged payment plans with patients; monitored those accounts to ensure compliance; prepared monthly report detailing collection activity.

• Collected payments and tracked an accurate record of office charges and receipts into computer database; submitted insurance claims both electronically and manually.

• Reconciled business account using Quicken, and met with the accountant at the end of the year to balance all accounts accordingly.

• Represented doctor’s office in small claims court when filing against nonpaying patients.

• Established a rapport with outside businesses to handle collections, patient financing, and any related matters.

• Hired and supervised the work of full-time and part-time employees, to include cleaning personnel. Contracting with repair personnel as needed.

• Controlled the expense of inventory within the office.

• Analyzed practice vital signs monthly and implemented policies to improve the financial health of the practice.

• Tracked vital signs on a monthly, quarterly, and annual basis to show trends, identify successful performance by staff members, and uncover problem areas in the practice before they become serious.

• Assigned business office tasks to clinical personnel during their free time. (Example: Purging -contacting patients who have not completed dental work that they have been diagnosed as needing)

• Called patients for re-care appointments

• Assisted with the creation and disbursement of birthday cards, statements, or other clerical tasks.

• Communicated with payroll department to ensure that payroll checks are correct and timely. Also, ensured that government reports, payroll taxes, and related matters are processed correctly. Monitored and regulated employees' use of sick days, vacation days, paid time off, and unpaid leave.

• Ensured that dental office is properly closed and secured in the evening.

• Maintained current certification in cardio-pulmonary resuscitation as to be prepared for a possible emergency.

• Upheld a professional code of ethics and performance to the highest standard of excellence

• Performed and overseen insurance precertification/predetermination, knowledge of changing insurance. Understanding of HIPAA

• Renew all license and CEU every year to maintain dental license

• Assisted with the external and internal marketing attempts to maintain a healthy patient flow

Receptionist (2000-2002) J.W. Donaldson D.D.S., Robert Donohue D.D.S.

• Maintained Switchboard; distributed incoming mail; fax documents to appropriate staff.

• Ensured friendly interaction and communication between patients and coworkers.

• Obtained completed patient paper work and entered all pertinent patient information into practice management software, acquired the required signatures.

• Picked up mail, entered and scanned payments and referral documents.

• Made sure the waiting room was tidy and presentable. Kept reception area clean and dusted.

• Compiled end of day packet with deposit information.

• Sent out statements and recall postcards on the 1st of the month.

• Made certain the sterilization binders were up-to-date.

• Conveyed specific task asked by the Doctor quickly and efficiently. Supported fellow coworkers when called upon.

• Confirmed insurance eligibility and frequencies per patient or family. Entered the breakdown of benefits per employer.

• Updated patient birthdays and any other current events.

• Verified next day’s appointments and next week’s recalls scheduled 6 month in advance.

• Guaranteed a positive experience by being helpful and upbeat.

• Welcomed and scheduled patients on telephone and in person; captured detailed phone messages.

• Walkout patients, validated procedures completed, collect payments, and submitted insurance.

Customer Service Agent (1998-2000) Carey Limousine

• Provided Top notch customer assistance in a high volume inbound call center.

• Take calls from high level V.I.P s all over the country and reserve limo/ car service all over the U.S.

• Always provided great friendly service with a smile.

EDUCATION: Diploma in General Studies, 06/97

Paint Branch High School, Burtonsville, Maryland

LANGUAGES:

Fluent in English, Spanish and Portuguese

REFERENCES: Available Upon Request

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