Maci Ringler
Statesville
Summary
Dynamic and results-driven patient experience and operations leader with a robust background in process improvement, staff development, and multi-location support. Expertise in designing impactful training programs, standardizing workflows, and significantly enhancing patient satisfaction. Proven success in driving performance metrics, streamlining operations, and cultivating high-performing teams that consistently exceed organizational goals. Committed to fostering an environment of excellence prioritizing patient care and operational efficiency.
Overview
13
13
years of professional experience
Work History
Director of Patient Experience
NC Dental Network, Hybrid
11.2024 - Current
- Designed and delivered training programs to strengthen patient communication and elevate overall care quality.
- Analyzed patient experience data to identify trends and guide strategic improvements across 16 practice locations.
- Led cross-functional teams to resolve patient concerns and streamline key service processes.
- Developed and implemented new workflows to enhance the patient journey, and ensure consistent service excellence.
- Supported office leadership in driving accountability and maintaining adherence to organizational standards.
- Oversaw daily schedule management, and provided recommendations to improve efficiency and patient flow.
- Managed call center operations, ensuring timely, high-quality support to patients, and internal teams.
- Created, refined, and monitored front desk protocols to standardize operations across all offices.
- Collaborated with senior leadership by delivering high-level operational data, insights, and performance updates.
- Increased new patient numbers by more than 20% while cutting year-over-year losses by over 70% through strategic process improvements and team development.
Patient Service Trainer
NC Dental Network, Charlotte
04.2021 - Current
- Drive training of the front desk employees for multiple pediatric dental offices, which includes but is not limited to check-in/check-out, communicating with the patient via phone or in person, Medicaid history checks, and treatment planning for upcoming appointments.
- Provide and create new SOPs.
- Provide training on insurance verification in the office.
- Improve current processes, and provide feedback on items that need growth.
- Design training for teaching how to excel in customer service and patient experience.
- Effectively provide feedback to regionals on areas where additional training is needed based on certain audits completed.
- Partners with members of the Support team to report audit data.
- Office conversation set up, training, live in the office, testing rollout for Open Dental.
- Assessed training needs and tailored content to enhance team performance.
- Developed and delivered comprehensive training programs for dental service teams.
- Evaluated training effectiveness through participant assessments and follow-up surveys.
Patient Services Supervisor
Mooresville Pediatric Dentistry
09.2017 - 04.2021
- Responsible for generating end-of-month reconciliation, for example, doctors' productions, deposits, and itemized reports.
- Effectively manage the scheduling template.
- Ensure the effectiveness of patient care, quality assurance, and system management.
- Identified inefficiencies and made recommendations for process improvements, which were later implemented.
- Recruited and trained new employees for patient services.
- Supervised daily operations to ensure efficient patient flow and high-quality service delivery.
- Trained and mentored staff on best practices for patient interaction and office procedures.
- Implemented scheduling systems to optimize appointment management and reduce wait times.
- Analyzed patient feedback to identify areas for service improvement and implement actionable changes.
- Coordinated communication between patients, families, and clinical staff to facilitate seamless service experiences.
- Collected patient co-pay and issued receipt to confirm payment.
- Collected forms, insurance card, and co-pay to facilitate registration process and prepare patient for appointment.
Answering Service Operator
Lake Norman Security Patrol, Statesville
03.2013 - 09.2017
- Maintain your required average handle time to meet your daily quota of calls.
- Handled high-stress calls with first responders.
- Managed incoming calls promptly, ensuring accurate message delivery to appropriate personnel.
- Utilized multi-line phone systems to handle high call volumes efficiently and maintain customer satisfaction.
- Trained new operators on call procedures and customer service protocols, enhancing team performance.
- Monitored alarm systems and reported malfunctions to technical support teams for timely resolution.
- Delivered outstanding service under pressure during high-call-volume periods without compromising quality or efficiency standards.
Education
High School Diploma -
Davie County High School
Davie06.2012
Skills
- Innovation & creativity
- Performance improvement
- Effective problem solving
- Team management
- Insurance verification
- Admissions processes
- Appointment scheduling
- Strong leadership
- New staff training
- Teamwork
- Effective written and verbal communication
Accomplishments
- Recognized for successfully writing and completing the Front Desk Manual
- “Rising Star Award 2019” - Recognized for going above and beyond normal daily, weekly, and monthly tasks.
Timeline
Director of Patient Experience
NC Dental Network, Hybrid
11.2024 - Current
Patient Service Trainer
NC Dental Network, Charlotte
04.2021 - Current
Patient Services Supervisor
Mooresville Pediatric Dentistry
09.2017 - 04.2021
Answering Service Operator
Lake Norman Security Patrol, Statesville
03.2013 - 09.2017
High School Diploma -
Davie County High School