Results-driven Team Leader with over 5 years of experience in the U.S.-based dental healthcare insurance industry, specializing in claims processing, benefits verification, provider coordination, and HIPAA compliance. Proven success in leading high-performing teams, improving workflows, and delivering exceptional customer service in fast-paced BPO environments.
Skilled in coordinating daily operations, preparing reports, maintaining records, and supporting executives in achieving business goals. Adept at real-time problem-solving, data analysis, and team coaching to ensure accurate, efficient, and compliant operations.
Key Skills & Expertise
•Administrative and executive support
•Dental insurance operations (claims, benefits verification, provider coordination)
•Workflow optimization and SOP creation
•KPI tracking and data reporting (Power BI, Excel)
•Team support, coaching, and performance monitoring
•Calendar scheduling and task management
•Escalation handling and problem resolution
•Compliance monitoring (HIPAA and company policies)
Tools & Platforms
•Dental insurance platforms: Dentacall, Dentaque, Dentacom, Smart Viewer, Oneview, insurance web portals
•Business and reporting tools: Microsoft Office Suite (Excel, Word, PowerPoint), Google Workspace, Power BI, Workday
•Contact center tools: Cisco Finesse, AVAYA, Five9, Verint, NICE, Aceyus
•Collaboration tools: Zoom, MS Teams, Google Meet, Slack
•Workforce systems: Citrix Workspace, Dentrix, OpenDental
Career Highlights
Led and supported teams in delivering top KPI rankings and Best in Advocate Resolution awards
Recognized as Best Team Leader 2022 and Mentorship Excellence Awardee for outstanding leadership and coaching
Developed and implemented SOPs that improved dental claims accuracy and processing time
Maintained 100% HIPAA compliance while handling sensitive patient and provider data
