Danielle Redman
Gold Coast
Summary
As Operations Manager of a busy orthodontic practice with over 80 staff and three locations, I ensure smooth daily operations while driving team performance and patient satisfaction. With a strong background in healthcare administration and sales, I excel in streamlining workflows, managing staff coordination, and optimising the patient journey. I play a key role in supporting the team and creating an efficient, welcoming environment from start to finish.
Overview
2026
2026
years of professional experience
Work History
Operations Manager
Medland Orthodontics
2022 - Current
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Established positive and effective communication among unit staff and organisation leadership, reducing miscommunications, and missed deadlines.
- Facilitated smooth collaboration between departments.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Increased profit by streamlining operations with focus on sale team conversions.
- Conducted data analysis of current sales and implemented improvement strategies.
- Monitor trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly.
Treatment Coordinator Manager
Medland Orthodontics
2019 - 2022
- Managed treatment coordinator team of 8
- Trained all new treatment coordinator staff
- Maintained detailed records of patient treatments, ensuring accurate billing and efficient followups.
- Exceeded commission structured sale goals.
- Increased case acceptance rates through persuasive presentation of treatment options and benefits.
- Explained treatment choices to patients and helped determine best options.
- Provided exceptional customer service to create a welcoming atmosphere for patients and their families.
- Presented financial arrangements clearly to patients, enabling informed decisions about payment options and timelines.
- Assisted orthodontists in the development of customised treatment plans, ensuring optimal patient outcomes.
Treatment Coordinator
Clear Smiles Orthodontics
2015 - 2019
- Conducting consultations and ensuring I relate to the patient, relationship build and provide a service in which they feel they’re in the right hands
- Welcoming the patient to our office and taking them on a tour of the practice
- Screening new patients interested in treatment to prepare them for a new patient consultation with an aim to set the patient up to be ready to start on the day of their consultation
- Recording the doctors clinical notes and treatment plan
- Explaining the treatment plan required (Invisalign, braces, RPE, jaw surgery, exposure, extractions, retainer, dental monitoring, etc)
- Identify objections and offering solutions to aim for same day starts
- Present the orthodontist with a recommend treatment plan for each patient before doctor enters the room including treatment type, time frame, extractions, cost, elastics, etc.
- Presenting and tailoring payments plans to ensure treatment is affordable for the patient
- Conducting consultations without the doctor and offer a treatment plan for the patients that are happy to be seen by a treatment co-ordinator (to increase starts)
- Contact dental/surgeon offices to co-ordinate appointments and arrange meetings for them to talk to our orthodontist
- Tracking monthly conversions including starts, fast track starts and pay in full patients
- Create letters required for patients including referrals in and out, updates to dentist and procedures required (Extractions, exposure, jaw surgery)
- Processing payment such as deposits and payment plan forms
- Creating charts for patients starting treatment (Invisalign and braces)
- Following up on patients that didn’t start treatment on the day to ensure all patients are offered the support required to get them into treatment
- Handling unhappy patients in treatment and problem solving to ensure a happy outcome for all is achieved
- Helping on reception for bookings appointments, answering phone enquiries, emails, processing payments, organising lab work, etc
Account Manager
Entertainment Publications
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
Sales Team Leader
Vivid Advertising
2014 - 2015
- Consistently recognized as a top-performing Sales Team Leader, contributing to the overall success of the company.
- Built strong team by recruiting and developing top sales talent.
- Set ambitious sales goals and motivated strong performance to keep team growing effectively.
- Developed strong relationships with key clients, resulting in increased customer satisfaction and retention.
- Managed a high-performing sales team, consistently achieving and surpassing set targets.
- Boosted sales performance by implementing effective team training and coaching strategies.
Mental Health Specialist
WVU Psychiatric Hospital
- Ensured safety of patients through close observation during high-risk situations such as suicidal ideation or self-harm behaviors.
- Monitored patients and assessed suicide risks.
- Provided compassionate support during times of crisis or acute distress while maintaining professional boundaries and ethical standards.
- Trained new staff members on facility policies, procedures, best practices in mental health care delivery, ensuring consistent service standards across the team.
- Communicated with clients to develop social and psychiatric observations.
- Documented client progress in confidential files.
- Collaborated with multidisciplinary teams to provide comprehensive mental health services and support for patients.
Education
Bachelor of Science - Psychology
West Virginia University
USA2014
Skills
- Practice management coordination
- Highest selling treatment coordinator in Medland Orthodontics history (35 years)
- Highest selling treatment coordinator in Clear smiles history
- Target driven
- Extremely efficient and reliable
- Staff management
- Strong sales background
Languages
English
Native or Bilingual
Accomplishments
Cert IV in Business
Timeline
Operations Manager
Medland Orthodontics
2022 - Current
Treatment Coordinator Manager
Medland Orthodontics
2019 - 2022
Treatment Coordinator
Clear Smiles Orthodontics
2015 - 2019
Account Manager
Entertainment Publications
Sales Team Leader
Vivid Advertising
2014 - 2015
Mental Health Specialist
WVU Psychiatric Hospital
Bachelor of Science - Psychology
West Virginia University
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