Susan E. Patterson
Summary
I am organized and detailed oriented with a passion for creative problem solving. I have always been interested in bringing my analytical eye for detail back to the insurance world with a focus on fraud detection, prevention, and investigation. With over 20 years of experience in a large dental practice I have thorough knowledge of all dental procedures, codes and the industry. Having been employed by Manulife Financial for 8 years, I have gained expertise in the dental claims and estimates field, auditing claims and assessment of all major dental treatment plans. I possess a solid ability to negotiate peaceful resolutions to all situations with emphasis on fairness and thoroughness. Trustworthy and dependable employee.
Overview
20
20
years of professional experience
Work History
Treatment Coordinator/Dental Office Administrator
Appleton Dental
06.2004 - Current
- Improved patient satisfaction by effectively communicating treatment plans and addressing concerns.
- Enhanced office productivity by implementing new organizational systems and processes.
- Assisted dentists in the development of customized treatment plans, ensuring optimal patient outcomes.
- Maintained detailed records of patient treatments, ensuring accurate billing and efficient followups.
- Managed the coordination of complex multi-disciplinary cases involving multiple specialists, ensuring timely completion of treatments.
- Built strong relationships with referring providers through regular communication updates on shared cases.
- Conducted interviews with patients to discuss health history, objectives and concerns.
- Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
- Maintained detailed patient records.
Dental Claims / Estimates Specialist and Team Leader
Manulife Financial
- Reduced insurance fraud cases by conducting thorough investigations and gathering crucial evidence.
- Improved accuracy rates by conducting comprehensive audits on processed claims and implementing corrective actions when needed.
- Enhanced claim processing efficiency by meticulously reviewing dental claims and verifying patient eligibility.
- Consistently met deadlines, ensuring timely processing of dental claims under high-pressure situations.
- Improved accuracy rates by conducting comprehensive audits on processed claims and implementing corrective actions when needed.
- Enhanced team productivity by streamlining processes and implementing time-saving strategies.
- Reduced costs by identifying inefficiencies in operations and implementing cost-saving measures.
- Achieved high customer satisfaction ratings by providing clear and timely communication throughout the claims process.
- Conducted thorough investigations of complex insurance claims, gathering evidence and analyzing relevant documentation.
- Collaborated with legal teams to defend against fraudulent claims, saving company resources and maintaining its reputation.
- Streamlined internal processes by implementing new claims management software, increasing overall productivity.
- Mentored junior adjusters on best practices and industry regulations, contributing to their professional growth and development.
- Attended industry conferences and workshops to stay current on trends and developments within the field of claims adjusting.
Certified Dental Assistant
- Improved patient comfort by providing thorough explanations of dental procedures and addressing concerns.
- Enhanced office efficiency by maintaining accurate records, scheduling appointments, and managing inventory.
- Prepared treatment rooms efficiently, adhering to strict sanitation guidelines to ensure patient safety.
Education
Diploma - Certified Dental Assistant
St Clair College
Windsor, ONSkills
- Case Presentation
- Issue Resolution
- Multitasking Abilities
- Critical Thinking
- Attention to Detail
- Dental Procedure Knowledge
- Professionalism
- Decision Making
Languages
English
Native or Bilingual
Computer Experience
Working knowledge of Word, Excel, Outlook, Facebook, Instagram.
Additional Information
ACS Designation (Associate, Customer Service)
Courses
Foundations of Customer Service
Principles of Insurance, Life, Health and Annuities
Life and Health Insurance Company Operations
Marketing Life and Health Insurance
Received multiple Service Excellence Awards from Manulife Financial
Introduction to Human Resources Management
Updated CPR and First Aid
Christopher Leadership Public Speaking Forum # 1 and # 2 both 10 week programs
References
Available Upon Request
Timeline
Treatment Coordinator/Dental Office Administrator
Appleton Dental
06.2004 - Current
Dental Claims / Estimates Specialist and Team Leader
Manulife Financial
Certified Dental Assistant
Diploma - Certified Dental Assistant
St Clair College
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