Summary
Overview
Work History
Education
Skills
Timeline
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Kate Fitzgerald

Elimbah,Australia

Summary

Dedicated professional with 29 years of experience in the dental industry. Balancing part-time work with a commitment to quality patient care and adherence to practice standards. Skilled in providing accurate information and timely assistance to patients and stakeholders. Proficient in customer service, literacy, numeracy, computer skills, and telephone etiquette. Proven track record of enhancing practices, managing staff, and ensuring smooth daily operations. Strong work ethic, motivation, and reliability. Demonstrated ability to efficiently manage front office tasks, improve client satisfaction levels, streamline administrative processes, and foster effective team collaboration through exceptional organizational and communication skills.

Overview

21
21
years of professional experience

Work History

Dental Assistant, and Sterilization

Beerwah Dental
01.2022 - Current


  • Computer software – D4W
  • Handled financial transactions responsibly, collecting copayments and processing payments with attention to detail.
  • Managed high call volumes effectively, addressing patient inquiries and resolving issues promptly.
  • Enhanced patient experience by managing front office operations efficiently and professionally.
  • Contributed to a positive team atmosphere by assisting colleagues when needed, fostering a supportive work environment for all employees.
  • Coordinated referrals to specialists or other healthcare providers as needed for comprehensive patient care.
  • Maintained a clean, organized, and welcoming reception area to create a positive first impression for patients.
  • Safeguarded patient privacy by strictly adhering to HIPAA regulations and maintaining confidentiality at all times.
  • Oversaw the training and onboarding of new front office staff, and assistants ensuring a thorough understanding of job responsibilities and clinic procedures.
  • Prepared daily reports for management review, highlighting key performance metrics related to front-office activities.
  • Facilitated timely check-in and check-out procedures, streamlining patient flow through the clinic.
  • Assisted in the implementation of electronic health records systems for increased efficiency and accuracy in recordkeeping.
  • Assisted dentists with treatment plans and complex procedures, ensuring optimal patient care and treatment outcomes.
  • Documented patient dental health information, medical history, and treatment plans for future reference.
  • Performed x-rays safely while adhering to radiation safety guidelines, ensuring high-quality diagnostic images for dentists'' evaluations.
  • Prepared and arranged instruments, medications, and required materials for dental procedures.

Front Office Coordinator

Bupa Dental Petrie
01.2016 - 01.2022
  • Computer software – D4W
  • Provided exceptional customer service to both new and existing patients, addressing inquiries in a prompt and professional manner.
  • Collaborated closely with dentists to coordinate treatment plans that met each individual''s oral health needs while considering insurance constraints or budget limitations when necessary.
  • Contributed to a welcoming environment for patients by maintaining a clean, organized reception area with up-to-date reading materials.
  • Enhanced patient satisfaction by efficiently managing appointment scheduling and confirmation processes.
  • Managed financial transactions accurately, processing cash payments, credit cards transactions, and bank deposits in a timely manner.
  • Maintained strong relationships with referring offices by providing prompt updates on mutual patients'' treatment progress and outcomes.
  • Supported successful treatment outcomes for patients through accurate insurance verification and preauthorization processes.
  • Provided excellent customer service to create positive experiences and build patient trust.
  • Understood dental terminology and insurance breakdowns to communicate with external stakeholders.
  • Completed new patient registrations in software to create accurate and comprehensive records.
  • Increased overall office efficiency with diligent management of daily tasks, including answering high volume of calls, filing paperwork, and inventory management.
  • Provided excellent customer service by promptly addressing patient inquiries via phone, email, or in-person interactions.
  • Participated in staff meetings and training sessions to stay current on industry best practices and improve overall performance.
  • Enhanced patient experience by managing front office operations efficiently and professionally.
  • Contributed to a positive team atmosphere by assisting colleagues when needed, fostering a supportive work environment for all employees.
  • Oversaw the training and onboarding of new front office staff, ensuring a thorough understanding of job responsibilities and clinic procedures.
  • Ensured confidentiality and security of patient records through diligent management.
  • Developed strong relationships with patients, providing empathetic support and assistance throughout their visit.
  • Prepared daily reports for management review, highlighting key performance metrics related to front-office activities.
  • Supported office cleanliness and organization, creating welcoming environment for visitors.
  • Monitored office supplies by checking inventory and placing orders.
  • Facilitated timely check-in and check-out procedures, streamlining patient flow through the clinic.
  • Assisted in the implementation of electronic health records systems for increased efficiency and accuracy in recordkeeping.
  • Streamlined billing processes, resulting in faster turnaround times for insurance claims.

Practice Manager

Mango Hill Dental Surgery
01.2004 - 01.2015
  • Computer software – Practice works
  • Addressed patient concerns promptly and professionally, demonstrating empathy and excellent problem-solving skills.
  • Managed daily practice operations to optimize appointment scheduling, patient records management and billing functions.
  • Facilitated communication between staff members, fostering a collaborative work environment that improved overall team performance.
  • Developed strong relationships with patients, ensuring a high level of care and satisfaction throughout their experience.
  • Evaluated practice workflows regularly to identify areas for improvement and implement necessary changes efficiently.
  • Oversaw the hiring process for new employees, selecting candidates who aligned with the practice''s mission and values.
  • Oversaw accounting, budgeting, and financial reporting.
  • Addressed and remedied all patient or team member issues.
  • Managed office logistics by scheduling appointments, maintaining files and collecting payments.
  • Developed an effective employee performance evaluation system to provide constructive feedback and encourage continuous improvement among staff members.
  • Facilitated ongoing professional development opportunities for staff members to enhance their skills and maintain a high level of competence in their respective roles.
  • Enhanced patient satisfaction by implementing efficient scheduling and appointment management systems.
  • Supervised team of 20 office personnel, including 5 dentist.
  • Ensured compliance with healthcare regulations, maintaining up-to-date knowledge on industry standards and best practices.
  • Created and implemented organizational policies and procedures.
  • Increased patient satisfaction by streamlining appointment scheduling and implementing efficient check-in processes.
  • Provided outstanding support to entire staff which helped improve process flow and boosted efficiency.
  • Implemented new electronic health record system, leading to increased efficiency in patient data management.
  • Oversaw facility maintenance projects, ensuring a safe and comfortable environment for both patients and staff members.
  • Coordinated with insurance providers to streamline the billing process and minimize any delays in reimbursement.
  • Identified opportunities for additional services or expansion within the practice based on market research analysis.
  • Improved practice revenue through effective financial management and strategic cost reductions.
  • 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.
  • Collaborated with dentists to assess patient care needs and create treatment plans that maximized oral health outcomes for patients.
  • Improved communication between clinical staff members by establishing regular meetings focused on enhancing teamwork efficiency and providing exceptional patient care experiences.
  • Developed a strong team culture, resulting in increased employee retention and reduced turnover within the dental practice.
  • Optimized insurance billing processes for faster claims processing times, improving cash flow within the dental practice.
  • Designed an efficient recall system that resulted in higher appointment compliance rates among existing patients.
  • Oversaw the implementation of a successful patient referral program, leading to increased word-of-mouth business and overall patient base growth.
  • Managed payroll administration duties efficiently to minimize errors in timekeeping records or payment discrepancies.
  • Streamlined dental practice operations for improved efficiency and cost savings through staff training and workflow optimization.
  • Managed office within budget guidelines for clerical and auxiliary supply purchases, equipment upgrades and labor costs.
  • Oversaw facilities and equipment cleanliness and safety for optimal patient protections.
  • Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
  • Placed new supply orders, managed inventory and restocked clerical spaces.
  • Developed close working relationships with front office and dental assistants.

Education

Diploma - Practice Management

UNE Partnerships
01.2008

Certificate III - Dental Assisting

Westmead College – TAFE
01.2002

Legal Certificate - undefined

Quakers Hill Campus
01.1999

Secondary School Certificate - undefined

Nagel Girls' High School
01.1995

Skills

  • Proficient in customer assistance
  • Commitment to service quality
  • Front desk administration
  • Front office management

Timeline

Dental Assistant, and Sterilization

Beerwah Dental
01.2022 - Current

Front Office Coordinator

Bupa Dental Petrie
01.2016 - 01.2022

Practice Manager

Mango Hill Dental Surgery
01.2004 - 01.2015

Certificate III - Dental Assisting

Westmead College – TAFE

Legal Certificate - undefined

Quakers Hill Campus

Secondary School Certificate - undefined

Nagel Girls' High School

Diploma - Practice Management

UNE Partnerships

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Kate Fitzgerald