Erin Cresswell
Summary
Highly-motivated Practice Manager with in-depth knowledge and progressive experience in dental and business management environments. Excellent interpersonal and communication skills. Proven success in problem-solving, customer service, and team management. Demonstrating comprehensive business acumen in all facets of clinical office operations, regulatory compliance and patient-centred, superior-quality service. Effective leader adept at employee training and supervision, inventory oversight and database administration. Well-versed in accounts receivable functions, patient and workflow optimization and scheduling coordination for multiple doctors with extensive calendar obligations.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Dental Practice Manager
Gateways Dental Centre
Success, WA
07.2021 - Current
- Completed documents for Dentist and Staff Wages / Payroll
- Management of the day-to-day operations of two practice locations, Gateways Dental Centre and South Lake Smiles, owned by the same Dentist.
- Dental Chair-Side Assisting for Implant Cases and General Dental procedures.
- Financial and statistical reporting to track business growth.
- Troubleshooting for in-clinic complications including technical breakdowns, equipment faults and IT errors.
- Regular 1:1 check-ins with the owner to update on clinical operations and KPI's.
- Dentist & Staff Rostering
- Dentist Onboarding, including orientation, proda delegation, health fund and clinic set-up.
- Organising Dentist CPD study clubs including marketing invitations using Canva Pro designing software and preparations for the event for Dentists across 5 clinic locations.
- Travel between locations to ensure check-ins with all staff and transfer of stock/equipment when required.
- Accounts management including payment, banking, invoicing, Dentist lab fees and monthly statement check & upload.
- Increased case acceptance rates with comprehensive treatment presentations and financial discussions tailored to individual patient needs.
- Created a welcoming environment for patients through excellent customer service skills, fostering patient loyalty to the dental practice.
- Streamlined dental practice operations for improved efficiency and cost savings through staff training and workflow optimization.
- Established positive relationships with suppliers, negotiating favourable contracts for equipment maintenance and supply purchases.
- Managed payroll administration duties efficiently to minimize errors in timekeeping records or payment discrepancies.
- Enhanced patient satisfaction by implementing efficient scheduling and appointment management systems.
- Collaborated with dentists to assess patient care needs and create treatment plans that maximized oral health outcomes for patients.
- Ensured compliance with AHPRA and ADA regulations through regular audits, staff training, and policy updates.
- Completed QIP Accreditation for 2 clinic locations.
- Implemented effective marketing strategies, leading to increased new patient acquisition and overall revenue growth for the dental practice.
- Managed inventory control processes to ensure appropriate stock levels, minimizing waste and reducing costs. Placed orders every month according to budgets.
- Resolved conflicts between employees and/or patients professionally while maintaining confidentiality standards.
- Prepared insurance claim forms, explained benefits, and outlined pricing details for procedures and services.
- Supervised and led team of dentists and support staff of 15
- Oversaw facilities and equipment cleanliness and safety for optimal patient protections.
- Recruited, hired and developed office teams to offer best-in-class patient care.
- Prepared and processed patient referrals and transfer requests.
- Assisted with new clinic set-up including price negotiations with suppliers and purchase / liaising for equipment installation, preferred providership set-up and staff recruitment.
Practice Manager
TX Smiles
06.2020 - 06.2021
- Communicated with patients with compassion while keeping medical information private
- Cultivated close working relationships with the entire staff, including Dental Nurses, Dentists and Surgeons
- Ordered all supplies needed and kept tabs on inventory levels
- Supported entire practice's staff, which boosted efficiency and improved overall process flow
- Demonstrated proficiencies in telephone, e-mail and front-desk reception within high-volume environment
- Collected payments from patients through EFTPOS, HICAPS terminals (Health Fund Claims) and Payment Plans (Zip, Humm, OpenPay, Payright, TLC and Medipay)
- Maintained master calendar and scheduled new appointments based on provider availability (Praktika Software)
- Laid out dental instruments and equipment before procedures
- Sterilized tools, exam chair, trays and surfaces for clean and safe dental office
- Gathered medical information, dental health history and vitals from patients
- Managed patient labwork with various Dental Labs, ensuring they were received on time and accounts were paid
- Developed promotional programs to attract new patients
- Responded to patient queries and concerns to resolve issues in accordance with company policies and procedures, healthcare regulations and dental board standards
- Implemented staff scheduling procedures to provide full coverage, supporting organizational needs
- Monitored financial bookkeeping for accuracy and compliance, resolving identified discrepancies.
- Managed daily practice operations to optimize appointment scheduling, patient records management and billing functions.
- Addressed patient concerns promptly and professionally, demonstrating empathy and excellent problem-solving skills.
Patient Services and Administrative Assistant
Cosmetique Cosmetic Surgery Centre
05.2020 - 06.2021
- Managed reception services, including monitoring sign-ins, collecting information and coordinating patient movements
- Answered and triaged incoming telephone calls to maximize personnel and resource effectiveness
- Accessed patient information through variety of office software applications, maintaining strict confidentiality to remain compliant with AHPRA regulations
- Scheduled and confirmed patient appointments with patients and healthcare professionals
- Answered patient questions and fielded complaints
- Scheduled patient appointment and procedures with Cliniko and Best Practice Software
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis
- Strengthened team performance and productivity by training and inspiring team members
- Gathered current medical information and reviewed histories to gather details for surgeons
- Traveled to QLD to set up 3 new Cosmetique Clinics in accordance with AHPRA regulations
- Arranged interviews for Patient Services and Cosmetic Nurse Injectors with the CEO's
- Conducted interviews for Patient Services positions in WA, QLD and VIC, as well as trained the new candidates
- Organized stock ordering for clinics all over Australia
- Consulted with patients about various surgical procedures prior to booking direct consults with the relevant surgeons
- Managing direct credit plans for 50+ Patients within the company, ensuring all are up-to-date as well as starting new ones per patient requests.
Educator Assistant
Bedfordale Childcare Centre
11.2020 - 01.2021
- Designed curriculum, lesson plans and instructional materials for classroom teaching
- Tested students with quizzes, essays and exams to gauge learning effectiveness
- Liaised with teachers to develop cohesive educational plans and improve student support
- Child supervision, both in centre and on excursions
- Preparing meals for children
- Enhanced learning experience using various types of equipment and aids
- Enforced rules to teach manners and maintain safe environment
- Managed general housekeeping duties, including feeding, diapering, resting, and cleanup
- Recorded information about behaviour, food service and medication dispensing
- Assisted lead teacher with snack time, arts and crafts and putting children down for naps
- Collaborated daily with classroom teachers to keep activities running smoothly.
Crew Team Member
Hungry Jack's
02.2015 - 12.2019
- Demonstrated proper food safety practices by accurately completing quality control checklist
- Prepared quality products while maintaining portion control and presentation within service goal times
- Kept restaurant lobby, front counter, drive-thru, kitchen and restrooms neat and clean throughout shift
- Identified unacceptable work or materials and independently corrected problems to keep operations on-target
- Observed safety precautions and practices when using heavy machinery and equipment
- Drove team success by completing assigned task quickly and accurately
- Instructed new team members on correct procedures for all areas of operations
- Developed and implemented strategies to enhance team performance, improve processes and increase efficiency
- Recorded customer orders and communicated clearly to confirm each order
- Completed opening, closing and shift change tasks to promote store efficiency
- Maintained neat, well-groomed appearance including impeccable personal hygiene, hair restraint and minimal jewels to met company standards
- Correctly received orders, processed payments and responded appropriately to guest concerns
- Answered customer questions regarding food preparation, responding to concerns regarding potential allergens
- Prepared and served beverages such as coffee, tea and fountain drinks, assuring freshness and availability.
Education
High School Diploma -
Comet Bay College
Secret Harbour, WA10.2018
Skills
- AHPRA and ADA regulations
- Patient Care
- Inventory Management
- Collaboration and Teamwork
- Organization and Time Management
- Policy and procedure development
- Strategic business planning
- Dental Practice Management
- Health information systems
- Patient relations
- Dental Terminology
- Recruitment and hiring
- Scheduling Coordination
Certification
- Manual Handling Certificate
- Basic Life Support (Including CPR)
- Med + Safe: Maths for Clinicians
- Med + Safe: Tablets and Capsules
- Hand Hygiene Certificate
- Working With Children Card
Timeline
Dental Practice Manager
Gateways Dental Centre
07.2021 - Current
Educator Assistant
Bedfordale Childcare Centre
11.2020 - 01.2021
Practice Manager
TX Smiles
06.2020 - 06.2021
Patient Services and Administrative Assistant
Cosmetique Cosmetic Surgery Centre
05.2020 - 06.2021
Crew Team Member
Hungry Jack's
02.2015 - 12.2019
High School Diploma -
Comet Bay College