Germain Bultro

Supervising front office and call center teams, ensuring efficient scheduling and high-quality patient service. Train and onboard PSR/CCR staff on systems, communication standards, and office procedures Coordinate provider schedules to maximize chair utilization and reduce downtime. Verify insurance eligibility, benefits, and pre-authorizations for accurate billing.

Resolve escalated patient concerns with professionalism and timeliness. Monitor KPIs (call volume, wait times, conversions) and imp Improve workflows to reduce wait times and enhance patient, experience. Oversee recall systems to increase retention and appointment compliance.

Direct daily front desk operations, staffing, and task delegation Collaborate closely with the Outreach Team while managing the dental portion of the Cinotti Grant program.

Responsibilities include attending outreach events to recruit and screen patients to determine eligibility for fully covered preventive dental care. As the Dental Program Manager, developed key program documents including a billing spreadsheet, intake form, and patient voucher system, all approved by the company's COO and CEO as well as the Florida state administrator overseeing the Cinotti

Dental Office Lead - Osceola Community Health Services

(2025-03)

• Supervising front office and call center teams, ensuring efficient scheduling and high-quality patient service. Train and onboard PSR/CCR staff on systems, communication standards, and office procedures Coordinate provider schedules to maximize chair utilization and reduce downtime. Verify insurance eligibility, benefits, and pre-authorizations for accurate billing. Resolve escalated patient concerns with professionalism and timeliness. Monitor KPIs (call volume, wait times, conversions) and imp
• Improve workflows to reduce wait times and enhance patient, experience. Oversee recall systems to increase retention and appointment compliance. Direct daily front desk operations, staffing, and task delegation
• Collaborate closely with the Outreach Team while managing the dental portion of the Cinotti Grant program. Responsibilities include attending outreach events to recruit and screen patients to determine eligibility for fully covered preventive dental care. As the Dental Program Manager, developed key program documents including a billing spreadsheet, intake form, and patient voucher system, all approved by the company's COO and CEO as well as the Florida state administrator overseeing the Cinotti

Bilingual Quality Analyst - WSP RiverLink

(2023-12 - 2025-01)

• Monitored performance using Calabrio to track KPIs, compliance, and service quality standards. Evaluated customer interactions across calls, emails, chats, and text messages to ensure adherence to company procedures. Generated weekly and monthly performance reports for leadership to support operational decision-making. Identified trends, compliance gaps, and opportunities for process improvement. Collaborated with leadership to refine quality assurance guidelines and training materials. Ensured

Call Center Representative - Merlin Entertainments (Legoland)

(2021-01 - 2023-06)

AS - Paralegal Civil Litigation - Valencia College (2023-08 - 2026-12)