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
Grand Valley, ON
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
South-Western ON
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
Milton, ON
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
Mississauga, ON
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
Milton and Toronto, ON
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
Mississauga, ON
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, ONOrthodontics - Six Month Smiles and Invisalign - undefined
Toronto & Vancouver, BCDental Assisting Level II - undefined
George Brown College
Toronto, ONDental Assisting Certificate Level I - undefined
Career Canada College
Toronto, ONChemistry 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