Laura Rinaldi Email & Phone Number

Henderson, Nevada, Us

ResponsibilitiesModeling company culture, values, standards and best operational practices based on the We Believe Behavioral Framework; actively learning how to create an environment that promotes PDS culture and values dailyAssessment, hiring and retention of right fit team members through comprehensive training, supervision, counseling and coachingAssess, investigate, and resolve staff and patient issues by analyzing the facts and circumstances to develop timely, effective, logical yet creative solutionsExecution of the PDS Operational Model with consistency to meet identified office imperatives in partnership with the Owner DentistDriving year over year revenue and profit growthManagement of expenses to achieve monthly goals and budgetShow proficiency and adherence to cash management and accounting protocolsHow to be the catalyst in team development of the Perfect Patient ExperienceHow to deliver effective leadership, coaching and mentoring with team members in an effort to identify and implement opportunities for improvementImportance of keeping commitments and open communications with direct supervisors that develops trust-based relationships and bringing forth issues and concerns openly and earlyMaintains an appropriate professional appearance and demeanor in accordance with company policies; addresses others professionally and respectfullyGains proficiency and understands the tools and resources

Frisco, Texas, Us

-Managed team of 3 Senior Level Managers with 150 on and off-site teams in customer facilities and business offices.-Developed, implemented and monitored policies, procedures and process improvement initiatives that improved patient satisfaction and revenue cycle-Improved Productivity by 45% by executing process improvements in accuracy, efficiency and responsiveness -Improved Quality by 52% - designed, implemented and trended Quality Control Metrics to measure financial impacts across business and improve quality decisions by front line team members by 52%-Provided detailed weekly and monthly department reports and updates to senior management-Improved Patient Liability Collections by more than 60% - Collaborated with Patient Access and Market leaders to align staffing to deliver improved patient satisfaction and to drive the revenue cycle

Dublin, Oh, Us

- Managed team of 4 Senior Level Managers with 275 on and off-site customer support teams across multiple time zones- Developed, implemented and monitored policies, procedures and process improvement initiatives that increased customer satisfaction - year over year customer satisfaction ratings increase of more than 25%- Identified changes to the existing methods to increase the accuracy, efficiency, and responsiveness of the customer service department- Designed, implemented and monitored Quality Control Metrics to measure financial impacts across business and improve quality decisions by front line team members - year over year quality improvement of more than 35%- Effectively managed departmental expenses to overachieve allocated budget by reducing employee overtime, cross training team members, removing redundant work and improving process to increase efficiencies - met budget 1 year, exceeded 6- Carefully selected, developed and retained staff resulting in more than 20 promotions within the Service Center and across the company- Sponsored 6 LSS Black Belt projects, 10 Kaizen events, participated in over 20 as SME Cardinal Health Lean Six Sigma Yellow Belt Certificate Cardinal Health Lean Six Sigma Project Sponsor Cardinal Health – MW WIN Chapter Mentor/Mentee Program

Dublin, Oh, Us

- Participated in the implementation and integration of 30+ service locations to 2- Developed, implemented and monitored programs to maximize customer satisfaction and manage 8 teams of 100 on-site customer service representatives- Developed and implemented initiatives and process improvements to support customer satisfaction and retention- Developed, coached and lead a team of supervisors to support personnel with the goal of offering world-class service that meets or exceeds customer expectations- Effectively communicated with team members to maintain clearly defined expectations- Resolved customer questions, issues and complaints

Dublin, Oh, Us

- Managed $97m in AR for International, Inter-company and Post Bankruptcy accounts- Provided leadership and daily management to team of 7 Supervisors and 100 indirect reports across 8 distinct work groups- Program management for outsourcing credit card processing, build and maintain financial reporting database and development of preapproved credit line for accounts- Managed cost center and annual budget below goal each quarter- Designed and implemented a start up team of 32 reps and 3 supervisors dedicated to the Ambulatory Care Market for Credit, Collections and Dispute Resolution.- Participated in the creation of iAspire, an on-line work tool for Sales Representatives.Received FY 2003 Finance Leadership Award

Dublin, Oh, Us

- Supervised 12 employees for NE Presidential Region and Federal Government Credit - 3,440 accounts and $36 million in AR.- Worked with Field Finance Director, Region Directors and Field Service Supervisors to establish and maintain local and regional goals.Received FY 2000 Finance Leadership Award

Dublin, Oh, Us

Daily maintenance and successful collection of AR balances. Developed and implemented mutually profitable process changes with customers.