Summary
Overview
Work History
Education
Skills
Languages
Hobbies and Interests
Timeline
Generic

Joanna Pokinsocha

Grand Valley

Summary

Experienced in building successful dental practices and cultivating relationships to drive transformative change. Skilled in developing and leading engaged teams across various practice sizes and locations. Proven track record in diverse, multi-lingual, and multi-national settings, focusing on systems implementation, project management, and training initiatives.

Overview

25
25
years of professional experience

Work History

Senior Client Relations Manager

Oryx Dental Software
08.2022 - Current
  • Conducted regular client feedback sessions, utilizing insights gathered to identify areas for enhancing the overall service experience.
  • Updated propriety system to keep Oryx teams up to date.
  • Completed client Oryx surveys and service reviews to identify areas for improvement.
  • Collaborated with cross-functional teams to develop customized solutions for unique client challenges.
  • Facilitated open lines of communication between clients and internal departments, effectively addressing any concerns or issues that arose.
  • Partnered with Oryx departments and confirmed fulfillment of client needs.
  • Enhanced client satisfaction by consistently addressing and resolving concerns in a timely manner.
  • Managed multiple simultaneous projects while maintaining focus on achieving desired outcomes for each individual client relationship.
  • Escalated client complaints and feedback to development department.
  • Increased profit margins by effectively controlling budget and overhead and optimizing product turns.
  • Negotiated contract renewals with existing clients while identifying opportunities for upselling additional services or products.
  • Collected and logged client feedback about service experience to identify areas for improvement.
  • Implemented improvements to the customer onboarding process, ensuring seamless integration for new clients.
  • Developed strong relationships with clients through regular communication and personalized attention.
  • Informed customers of additional services offered by company to develop opportunities for sales revenue.
  • Created customer support strategies to increase customer retention.
  • Resolved problems with high-profile customers to maintain relationships and increase return customer base.

Regional Manager

Monarch Dentistry
07.2022 - Current
  • Core responsibility – leading practice direction, manage operations for 5 practices (and growing) full P/L responsibility to ensure operational success.
  • Responsible for opening 3 new practices and restructuring 2 low performing practices, going from $1.2 million to $4.8 million in 3 years, during extremely challenging times with the pandemic.
  • Manage and support 5 Office Managers and 30 supporting staff, including hiring entire teams of associate dentists, hygienists, assistants & administration.
  • Manage all HR activities and create and implement marketing programs for each practice.
  • Responsible for payroll, accounts payable/receivable, and insurance claims process.
  • Monthly budget vs forecast analysis.
  • Train and complete staff onboarding for all systems for new office openings.
  • Current territory spans from North York, to Niagara, to Kitchener.

Office Manager and Treatment Coordinator

SmileSmile Dental
01.2013 - 01.2019
  • Core responsibility – manage operations to grow rapidly within this general/specialty practices. Going from $100K to nearly $1 million in 5 years.
  • Responsible for hiring and managing all staff including associate dentists, hygienists, assistants & administration. Manage payroll, accounts payable/receivable, and insurance claims process.
  • Monthly budget vs forecast analysis.
  • Led project to integrate Six Month Smiles short term orthodontics system. Including local based marketing program, provider training, training staff on selling, participating in training seminars.
  • Implemented Invisalign, conventional orthodontics treatment, and implant treatment.
  • Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
  • Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
  • Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
  • Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.

Treatment Coordinator

Churchill Meadows Dental Centre
01.2012 - 01.2013
  • Core responsibility – increase patient flow and revenue growth through treatment coordination within this general practice, from plateau of $700K to nearly $900K in 1 year.
  • Systems integration for treatment coordination working with Transitions Group.
  • Project Management – led and implemented community program for Ronald McDonald House. Included news paper coverage and Mayor visit.
  • Patient experience – implemented patient appreciation events.
  • Community awareness program – led public school education presentations and Guatemala fund raising for children in need of dentistry. This included soliciting corporate and patient donations.

Treatment Coordinator/Marketing

Twilight Dentistry
01.2011 - 01.2012
  • Core responsibility – increase revenues through treatment coordination, introduction of additional treatments, implementation of multi-office modernization – within 3 locations going from $1.8 million to $2.5 million in 1.5 years. With the purpose and vision to build and sell the group.
  • Project Management – renovated 2 offices, including equipment, decor, marketing identity.
  • Responsible for hiring lab technicians, assistant, receptionist.
  • Implemented Care Credit third party financial program.
  • Implemented and trained staff on Dentrix practice management software and Cosmetic Dentistry Grants program within 3 locations
  • Implemented and locally marketed Sleep Dentistry (general anesthesia) program.

Treatment Coordinator

Skymark Dental
01.2000 - 01.2011
  • Core responsibility – increase revenues through treatment coordination – within this general practice going from $800K to nearly $2 million in 10 years.
  • Systems – as a team - developed motto, vision, created/documented processes for delivering “wow” factor.
  • Project Management – implemented Invisalign treatment system.
  • Responsible for hiring staff including associate dentists, periodontist, oral surgeon, anesthesiologist, hygienists, assistants and administration.
  • Implemented and trained staff on Ablesoft patient management software.
  • Directly and as a team - Created and implemented advertising and marketing programs – mobile signage, messaging, tradeshows, family appreciation events, website updates, patient folders and brochures.

Education

Canfit Pro -

University of Toronto
Toronto, ON

Orthodontics - Six Month Smiles and Invisalign - undefined

Toronto & Vancouver, BC

Dental Assisting Level II - undefined

George Brown College
Toronto, ON

Dental Assisting Certificate Level I - undefined

Career Canada College
Toronto, ON

Chemistry and Biology Major

Carolinum College

Skills

  • Change management practice
  • Healthcare project management

Languages

Multilingual – English, Polish, Italian, Slavic languages, and some Spanish.

Hobbies and Interests

Enjoy fitness workouts, healthy eating, salsa dancing, adventure travel, hiking, reading, and family gatherings.

Timeline

Senior Client Relations Manager

Oryx Dental Software
08.2022 - Current

Regional Manager

Monarch Dentistry
07.2022 - Current

Office Manager and Treatment Coordinator

SmileSmile Dental
01.2013 - 01.2019

Treatment Coordinator

Churchill Meadows Dental Centre
01.2012 - 01.2013

Treatment Coordinator/Marketing

Twilight Dentistry
01.2011 - 01.2012

Treatment Coordinator

Skymark Dental
01.2000 - 01.2011

Orthodontics - Six Month Smiles and Invisalign - undefined

Dental Assisting Level II - undefined

George Brown College

Dental Assisting Certificate Level I - undefined

Career Canada College

Chemistry and Biology Major

Carolinum College

Canfit Pro -

University of Toronto

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Joanna Pokinsocha