Ashley Courtney

Work History

Hygiene Coordinator

Somerset Dental on James

06.2022 - 02.2025

Fostered positive work environment through effective conflict resolution strategies when dealing with challenging situations involving staff or patients.
Streamlined recall system processes, resulting in increased appointment confirmations among existing patients.
Organized regular team meetings to discuss best practices, share feedback, and foster collaboration among hygienists.
Managed patient inquiries with professionalism, addressing concerns regarding treatments or financial responsibilities promptly and effectively.
Monitored inventory levels and ordered necessary supplies, contributing to seamless operations in the hygiene department.
Collaborated with dental professionals to develop individualized treatment plans for patients, optimizing their oral health outcomes.
Enhanced office efficiency by coordinating and prioritizing hygiene tasks for a team of dental hygienists.
Increased patient retention with exceptional customer service and prompt follow-up communication.
Identified trends in patient needs or preferences related to preventive oral care services offered by the practice.
Contributed to the practice''s growth and success by consistently meeting or exceeding hygiene department revenue goals.
Improved patient satisfaction by implementing a streamlined appointment scheduling process using Recall Max. Reducing wait times for appointments through efficient management of the schedule.
Strengthened interdepartmental communication by serving as a liaison between hygienists, dentists, and administrative staff.
Ensured accurate treatment records by diligently updating and maintaining patient files.
Maintained accurate medical and dental records by documenting important patient data in Gold.
Made and confirmed appointments to promote necessary follow-up care to maintain dental health. Enhanced patient satisfaction by efficiently managing appointment scheduling and confirmations.
Educated patients on oral hygiene and care to prevent future dental issues. Educated patients on importance of oral hygiene and demonstrated techniques for flossing and brushing.
Improved and developed knowledge through continuing education courses and seminars.
Conducted patient interviews and gathered patient medical and dental histories, adding to dental charts. Helped patients complete necessary medical forms and documentation.
Provided excellent customer service by promptly addressing patient inquiries via phone, email, or in-person interactions, creating positive experiences and building trust with patients.
Communicated with insurance companies to dispute unpaid claims and verify patient coverages. Prepared insurance claim forms, explained benefits, and outlined pricing details for procedures and services.
Handled sensitive situations professionally such as discussing treatment costs or past-due account balances with patients to ensure a satisfactory resolution.
Improved billing accuracy by diligently verifying insurance coverage and updating patient financial records accordingly.
Reduced wait times by quickly greeting patients upon arrival and assisting with the check-in process.
Facilitated clear communication between dentists, dental assistants, and patients to ensure optimal care coordination.

Administrative Support Specialist

Alberta Health Services

01.2021 - 08.2021

Alberta Covid Emergency Response Team. Responsible for Health Education, Community Outreach, Linkage to Care, Social Services, or other Public Health Services.
Contact Tracing and Case Investigation. Strengthened internal communication by managing correspondence, distributing information, and maintaining an updated contact database.
Team Lead and Training Support. Manage 1st priorities such as Outbreaks, Health Care Workers, Workplace Settings, School, Flights.
Conducting telephone calls to Client to provide COVID-19 result and to identify close contacts while collecting data and documenting in Client's file.
Responsible to confirm case type and provide support and guidance to patient while recording and document all demographics, Gain medical history and determine spectrum of illness, Provide IPC recommendation and protocols, Provide testing information and resources.
Responsible for follow-up of confirmed, probable and suspected cases, as well as their contacts.
Conduct investigations and report COVID-19 cases as legislated in Public Health Act of Alberta and Collaborate with Public Health and other Health Care Providers to determine incubation period and Isolation period and requirements for Client and Contact's.
Supported many teams in ACERT such as; Positive Notifications Team - Informing of Positive Results of COVID-19, Portal Team - Close Contacts of COVID-19 Case, Health Link Lifts Team - Closing patient files once lifted from isolation, Variant Of Concern Team.
Boosted team productivity by organizing workflow, assigning tasks, and monitoring performance.
Adding Laboratory results into patients files. Launch CI, DI in CDOM.
Reduced COVID-19 transmission by effectively identifying and contacting exposed individuals.
Provided emotional support for distressed individuals during difficult conversations surrounding their potential exposure to COVID19.

Customer Service Representative

Complete Dental Ceramics

01.2014 - 01.2020

Responsible for reception duties: answering phone, verifying patient identity, greeting patients and customers, booking appointments, invoicing, billing, filing, scanning, inventory management, process orders, and coordinated all shipping and receiving. Managed approximately 30 incoming calls, emails and faxes per day from customers.'
Created customer and patient accounts; accurately entered all data into EMR (Labtrac).
Organized drivers daily schedule and route to ensure cases are delivered.
Coordinated laboratory workflow to ensure effective time management resulted in increasing productivity and reducing downtime between cases.
Sterilized, disinfected, and recorded dental impressions with case number and individual pan to streamline pouring process.
Drove client retention and satisfaction by cultivating relations and troubleshooting discrepancies through timely resolution.
Provided final quality control on all Ortho cases that are to leave Laboratory to ensured product was at complete satisfaction before being finalized and delivered to physician.

Home Care Coordinator & Administrative Assistant / Receptionist

CBI Home

01.2011 - 01.2014

Reported to Director of Operations
Provided administrative support to Agency in professional, confidential, safe and efficient manner; key responsibilities included ordering, filing, scanning, shipping, receiving, answering and directing incoming calls and taking messages as required (1600 calls average daily)
Key contributor in supporting hiring, performance management, and supervision of community employees; provided employee coaching/mentoring, drove employee retention and satisfaction
Managed requests for service and coordinated assignment of service for clients and Health Care Aids
Effectively communicated care plans, client care requests, and doctor's orders with Community Care Supervisor
Active participant in OHS Monthly meetings, brought new ideas on safety and health within company to ensure safety for clients, employees and field staff
Prepared documentation for client and employee file and completed projects as required
Ensured all projects and requests were met within schedule
Managed and coordinated schedules using software (Citrix, Q-care programs)
Provide customer service, Leadership, Administrative support to Agency in professional, confidential, safe and efficient manner

Flow Coordinator

DTI Royal dental Technologies ltd

01.2010 - 01.2011

Utilized Dynamic for billings, transactions, year-end, and month-end.
Provided superior office administration and customer service. Coordinating technicians schedules.
Responsible for coordinating all shipping and receiving, ordering, filing, scanning, such as insurance cards and lab requisitions into intake system.
Implemented quality control measures to ensure high standards were consistently met across all aspects of production.
Completed daily sales reporting.
Assisted Office Manager and Manager with daily duties as required
Dedicated Health Care Professional.
Respect for cultural diversity and extensive experience navigating language barriers.
Approx.
11 years medical office administration experience.
Approx.
7 years dental laboratory experience.

Summary

Overview

Work History

Hygiene Coordinator

Administrative Support Specialist

Customer Service Representative

Home Care Coordinator & Administrative Assistant / Receptionist

Flow Coordinator

Education

Certificates and Training -

Diploma - Medical Office Assistant

Skills

Timeline

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