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
Gold Coast
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
Gold Coast
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