Keisha Hayes
Raleigh
Summary
Energetic professional with several years of experience in industry. Punctual employee dedicated to following safety procedures and protocols to avoid mishaps. Considered valuable and hardworking employee by supervisors and peers.
Overview
19
19
years of professional experience
Work History
Practice Team Lead
University Dental Associates
Raleigh
2022.11 - 2026.01
- Led team huddles and meetings to discuss progress and address challenges.
- Coordinated workflow among team members to ensure task completion.
- Contacted patients to schedule appointments, update their insurance and collect on accounts.
- Review P & Ls, EBITA, dental supplies orders
- Present treatment plans to patients.
- Collect insurance information and verify policies. Discuss insurance with patients.
- Submit insurance claims electronically and manually with needed documentation.
- Daily duties include but not limited to collections, regulatory compliance with OSHA, provider schedules, collections, performance management, office bank deposits, service tickets, facility repairs, office maintenance, sanitize the lobby and front desk, ensure spore testing is maintained, update and promote Facebook with patients and team, and ordering supplies
Office Leader
Dentalworks
Durham
2019.01 - 2022.11
- Conduct daily morning huddles
- Hold monthly practice team meetings with an agenda
- Attend monthly office leader meetings in cities with sister practices
- Serve as a communication hub between Home Office and Practice
- Responsible for ensuring that insurance claims are created and submitted to insurance
- Complete daily, weekly, and monthly excel spreadsheets
- Prepare and complete bank deposits
- Maintain patient confidentiality in compliance with HIPAA privacy practices and rules
- Utilize monthly tracker to manage expenses and payroll
- Experience with Denticon, Dentrix, and PV2020
- Verify eligibility, claim status, insurance benefits and if needed, follow up on payment for services
- Managed daily office operations and ensured smooth workflow.
- Supervised staff, providing guidance and support as needed.
- Coordinated patient scheduling and maintained appointment records effectively.
- Implemented operational procedures to enhance office efficiency.
- Trained new employees on office protocols and best practices.
- Maintained inventory of dental supplies and ordered replacements promptly.
- Facilitated communication between dental teams and patients for improved service.
- Resolved patient inquiries and concerns with professionalism and care.
- Coordinated with vendors to ensure timely delivery of products or services.
- Analyzed customer feedback surveys to identify areas where improvements could be made.
- Responded promptly to customer inquiries via phone or email while maintaining a high level of professionalism.
- Oversaw daily operations including customer service, data entry, payroll processing and accounts payable and receivable.
Patient Services Representative
Adecco (ACI Affordable Dentures)
Raleigh
2017.01 - 2019.01
- Schedule appointments for patients using Dentrix
- Quote fees
- Educate patients on dentures, partials, implants and extractions
Information Technology Representative
Adecco (Kodak)
Durham
2016.03 - 2017.01
- Troubleshoot printers, processors, monitors and internet connections
- Provide troubleshooting remotely
- Contact stores in regards to alerts received for in store malfunctioning equipment
- Order replacement equipment & have it shipped to stores
- Salesforce system usage
Sourcing Specialist
Volt Workforce Solutions
Raleigh
2014.11 - 2016.03
- Recruit candidates for information technology positions for 50 different states
- Create & edit resumes
- Complete paperwork for submitting candidates
- Issue and follow up on testing required for employment
Customer Service Representative
Centralized Showing Services
Raleigh
2014.05 - 2015.01
- Complete inbound calls scheduling showing date and times for realtors
- Complete outbound calls to homeowner’s requiring approval for showings
Supervisor
ACS (Aetna FSA Accounts)
Cary
2006.09 - 2011.06
- Supervisor: Entrusted with the most complex customer service issues as a result of exceptional ability to promptly resolve concerns and satisfy customers, supervise 12-26 employees
- Duties include dealing with difficult customer service issues, created contest, disciplinary actions, completed supervisor escalated calls, conference calls with our clients and management team
Education
Medical Terminology I, Medical Terminology II
Wake Technical Community College
Raleigh, NCComputer Science
Wake Technical Community College
Raleigh, NCSkills
- Patient scheduling
- Insurance verification
- Dental software usage
- Financial reporting
- Customer relationship management
- Problem solving
- Effective communication
- Conflict resolution
- Workplace safety
- Schedule management
- Task delegation
- Relationship building
- Customer focus
- Call center operations
- Cash handling
- Safety processes and procedures
- Verbal and written communication
Timeline
Practice Team Lead
University Dental Associates
2022.11 - 2026.01
Office Leader
Dentalworks
2019.01 - 2022.11
Patient Services Representative
Adecco (ACI Affordable Dentures)
2017.01 - 2019.01
Information Technology Representative
Adecco (Kodak)
2016.03 - 2017.01
Sourcing Specialist
Volt Workforce Solutions
2014.11 - 2016.03
Customer Service Representative
Centralized Showing Services
2014.05 - 2015.01
Supervisor
ACS (Aetna FSA Accounts)
2006.09 - 2011.06
Medical Terminology I, Medical Terminology II
Wake Technical Community College
Computer Science
Wake Technical Community College