• Implemented CRM software for use with our insurance agents and group administrators and tailored the software to our specific requirements by creating customized processes.• Launched the CRM into a delivery mechanism for insurance plan quoting and renewal notification and a tracking system to support compliance with CMS guidelines for insurance agents, all while adhering to HIPAA regulations.• As part of a 4-member Business Development team, I collaborated with our Vice-President to implement revenue-boosting changes, employed innovative and progressive strategies, and formulated a plan for future revenue growth.• Conducted research and analysis on current market trends, comparing findings to pertinent company data to pinpoint opportunities for growth and change.• Managed client relationships, including contracted insurance agents, with whom I successfully closed business deals.• Implemented and maintained a weekly outreach to insurance agents to educate and engage them, resulting in increased sales and stronger business relationships.• Collaborated directly with our marketing team to develop and standardize member and agent-facing materials to facilitate the understanding of our plans and increase company sales.

I have held various roles, including team lead for prior authorization, specialist for provider relations, and agent representative, all while serving as a customer service team member, requiring me to take on multiple responsibilities concurrently.• Worked independently on review of prior authorizations to ensure they met plan guidelines and a prescribed standard of care. Completed accurate data entry and provider notification and handled provider customer service related to my role.• Collaborated on a two-person team to create a standardized process for all prior authorization tasks. My successors still use these processes.• Processed provider credentialing applications to meet the standards expected for Medicaid-based insurance.• Created simplified tracking registers and processes for our HIPAA-protected provider documents that resulted in a better success rate for applicant acceptance.

Proven ability to adapt my management style to suit the unique requirements of private practices, DSO dental practices, as well as offices in various stages of development, including new and established offices.• Managed a dental office from set-up to opening, successfully trained a new team on all office practices, policies, and procedures while educating them on customer service standards, insurance, and billing.• Devised strategies that allowed successful management of teams of up to 50 staff members, providing ongoing training and coaching that resulted in a smoother patient flow, improved patient satisfaction, increased treatment acceptance, and provided higher revenues.• Oversaw the purchase and implementation of new software systems to streamline patient records management, including providing staff training and education for all software utilized.• Ensured continued office growth by managing daily office responsibilities while evaluating daily, monthly, and annual reporting.• In a DSO setting, I was entrusted with revitalizing lower-performing offices throughout the Midwest and succeeded in boosting revenue while implementing sustainable changes.• My daily office responsibilities encompassed various tasks such as:o Patient interactions, including customer satisfaction, treatment planning and presentation, and arranging payment methods and agreements.o Employee management responsibilities, including payroll, recruitment, training and onboarding, and disciplinary actions while ensuring role expectations and protocols were met, including HIPAA and OSHA standards.o Financial duties such as banking.• Ensured the accuracy of all insurance data entry, completed claims submission and insurance payment posting and reconciliation, and worked and managed unpaid aging reports.