Jaycee Spot

Customer-focused healthcare administrative professional with 5+ years of experience in high-volume patient engagement, appointment scheduling, insurance verification, and remote care coordination. Proven ability to manage multichannel communication across phone, email, text, and virtual scheduling platforms while delivering empathetic patient support and converting inquiries into scheduled services. Skilled in CRM systems, billing workflows, HIPAA compliance, and secure remote office operations within fast-paced healthcare environments.

Remote Dental Insurance Verification & Treatment Coordinator - Woodbridge Dentistry - Lorton, VA

(2024-01)

• Manage high-volume inbound and outbound patient communication across phone, email, text, and virtual scheduling platforms including Modento, Mango, Zendesk, Freshdesk, HubSpot Service Hub, Salesforce Service Cloud, and Talkdesk.
• Convert patient inquiries into scheduled appointments by clearly explaining treatment plans, insurance benefits, and financial options.
• Verify insurance eligibility and benefits to ensure accurate scheduling and minimize claim denials.
• Streamlined customer feedback channels, resulting in a 25% decrease in response times and a 45% increase in customer satisfaction ratings.
• Resolved escalated patient concerns regarding billing and treatment coordination with professionalism and empathy.
• Implemented CRM workflow improvements that increased department efficiency by 40%.
• Educate patients on procedures, financial options, and insurance coverage to improve case acceptance.
• Process insurance claims, pre-authorizations, and billing discrepancies while maintaining documentation accuracy.
• Maintain strict HIPAA compliance and safeguard protected health information within secure remote and hybrid environments.

Hybrid Onboarding / HR Benefit Support - Implants & Facial Aesthetics - Washington, DC

(2021-03 - 2023-05)

• Delivered onboarding and remote training support for new hires using digital onboarding and workforce management platforms.
• Coordinated electronic onboarding documentation, compliance tracking, and employee integration processes.
• Streamlined pre-boarding and onboarding workflows involving electronic signatures, compliance documentation, and IT coordination.
• Managed employee records, payroll coordination, and benefits administration while maintaining confidentiality and documentation accuracy.
• Supported communication between leadership, HR teams, and employees across remote and hybrid environments.

Remote Virtual Dental Office Assisting Manager - United Dental Group - Washington, DC

(2018-12 - 2020-01)

• Managed employee data and payroll processing using Oracle, ADP, and Paychex systems.
• Administered employee benefits programs while ensuring compliance and enrollment accuracy.
• Reduced employee complaint frequency by 22% through proactive communication and workflow improvements.
• Supported scheduling, patient coordination, and virtual communication workflows using Zendesk, Five9, RingCentral, and Salesforce.
• Monitored provider schedules to optimize workflow efficiency and patient coordination.
• Maintained strong knowledge of PPO, DMO, and HMO payer policies, CDT codes, ICD-10 coding, and dental billing systems.
• Built and maintained weekly operational scorecards and reporting metrics.
• Coordinated team communication using Microsoft 365, Google Workspace, and Zoom.
• Reduced denied claims by 30% through proactive insurance verification and eligibility review before appointments.
• Contacted patients regarding past-due balances, payment arrangements, and account reconciliation.
• Resolved billing disputes directly with insurance carriers, reducing accounts receivable over 30 days by 15%.

Healthcare Administration - Healthcare Administration - Central Texas College

Dental Assisting Program - Dental Assisting - Germanna Community College (2016)