Nicole Panza

Handle inbound and outbound calls in a high volume call center serving as the first point of contact for prospective patients seeking orthopedic care Primary point of contact for new patient intakes for PIP, workers compensation, and slip and fall cases, while coordinating directly with attorneys and legal team Consult with patients to assess their needs and educate them on our physicians, treatment options, and available services

Inside Sales Representative/ Patient Care Coordinator (2024-11 – Present)

• Handle inbound and outbound calls in a high volume call center serving as the first point of contact for prospective patients seeking orthopedic care
• Primary point of contact for new patient intakes for PIP, workers compensation, and slip and fall cases, while coordinating directly with attorneys and legal team
• Consult with patients to assess their needs and educate them on our physicians, treatment options, and available services
• Convert patient inquiries into scheduled appointments through a customer focused sales approach, objection handling, and building rapport
• Present self pay and out of pocket treatment options, helping patients understand the value of their care
• Coordinate with physicians and clinical teams to ensure a seamless patient experience from start to finish
• Consistently meet performance goals in a faced paced healthcare environment while providing exceptional customer service
• Utilize Salesforce CRM to track lead status, document interactions, and execute timely follow ups with prospective patients

Treatment Coordinator/ Patient Liaison (2023-11 – 2024-11)

• Served as the first point of contact for all new patients, delivering superior customer service from the initial interaction
• Presented treatment plans, insurance estimates, and financial options while increasing case acceptance and patient satisfaction
• Managed all of patient follow up calls to answer questions and encourage treatment completion
• Developed long term patient relationships through consistent communication and personalized follow up
• Created treatment presentations ranging from routine restorative to full mouth rehabilitation and smile makeovers
• Coordinated communication amongst providers, specialists, pharmacies, and patients to ensure seamless continuity of care
• Maximized providers schedules through efficient appointment management and patient flow coordination
• Utilized strong problem solving skills and organizational skills in a fast faced practice

Insurance Coordinator/ Certified Dental Assistant (2020-10 – 2023-11)

• Coordinated insurance verification, pre-authorizations, claim submissions, appeals, and payment processing
• Educated patients on treatment plans, insurance benefits, and financial options to improve treatment acceptance
• Managed scheduling, patient flow, and front office operations in a fast paced and high volume practice
• Assisted chair side during restorative, cosmetic, implant, and surgical procedures while maintaining strict infection control standards
• Captured digital radiographs, CBCT scans, digital/ traditional impressions
• Performed ZOOM teeth whitening and fabricated custom whitening trays