Caitlin Mohr
Newacstle
Summary
Dynamic customer service professional with a proven track record in account management and team leadership, consistently delivering exceptional client experiences. Renowned for strong problem-solving abilities and a steadfast commitment to integrity and professionalism, exemplified through roles as a pageant titleholder and founder of a nonprofit dedicated to supporting children in foster care. Passionate about making a meaningful impact through professional excellence and active community involvement. Eager to leverage skills and experiences to drive success in future endeavors.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Service Manager
Beukelman & Associates, Inc.
01.2024 - Current
- Managed customer service department operations to ensure efficient resolution of client inquiries.
- Established a comprehensive customer loyalty program focused on increasing repeat business and customer satisfaction.
- Coached team members in strategies to reach customer service goals, resulting in elevated performance levels.
- Addressed customer inquiries and managed complaints to enhance satisfaction and loyalty.
- Fostered connections with profitable clients to enhance customer loyalty.
- Oversaw the preparation of comprehensive weekly and monthly reports to evaluate project outcomes. Led survey initiatives to capture stakeholder feedback and enhance operational strategies. Analyzed data trends to inform strategic planning and resource allocation.
- Tracked and evaluated latest industry trends to enhance strategic planning.
- Ability to develop and implement a corporate social media strategy
- Ability to monitor online activity across departments and geographical areas to ensure anyone using the company’s online tools is following established guidelines and best-practice rules
- Encourage greater social media participation
- Identify opportunities to influence public perception through audience engagement and publicly speaking about the brand’s social media strategy
- Collaborated with sales teams to develop tailored solutions for prospective clients, resulting in increased revenue generation opportunities.
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Implemented quality control measures to maintain high standards of service across all touchpoints within the organization.
Financial Assistance Representative
Sanford Health
01.2023 - 01.2024
- The Financial Counseling Representative provides financial counseling to assist patients in understanding their financial responsibility to Sanford and to offer appropriate resources and options to meet that responsibility
- Provides clarification regarding what charges were incurred and why they were incurred
- Reviews insurance denials and provides an explanation for the denial to the patient
- Reviews payment plan guidelines and assists in setting up payment arrangements
- Determines if patient is eligible for payment assistance programs and assists in the application process, if applicable
- Educates patients regarding insurance concepts, such as what copayments are, what services are covered, effective dates of coverage, when a referral is needed and the effect on insurance, how to obtain a valid referral and resubmit the claim, and how effective dates of coverage influence insurance payments
- May assist patient in filling out medical assistance program paperwork, as well as referrals to Medicaid or other insurance aid or disability programs
- Frequently advises uninsured patients on outstanding medical costs associated with procedures performed in a clinic setting and establishes a payment plan
- Interacts with patients in-person and must be able to empathize with them while also diffusing strong emotions
- Calculates and provides cost estimates for medical procedures, including the patient's anticipated share
- Advises on and collects prepayments for services not covered by insurance
Dental Assistant / Float
Neighborhood Dental
01.2017 - 01.2024
- Chairside assist in restorative, prosthodontic, endodontic, and oral surgery procedures
- Prepare and sterilize instruments according to infection control standards
- Take accurate alginate impressions (after training)
- Support digital workflows (impression scanning, digital design, etc.)
- Provide warm patient greetings and escort patients to operatories
- Help explain procedures and answer patient questions
- Maintain a clean, organized clinical environment
- Assist during patient health emergencies if needed
- Collaborate with doctors and team members to deliver seamless care
- Schedule and confirm patient appointments using dental
- Verify insurance coverage and benefits, ensuring accurate billing and claims processing.
- Collect personal and insurance payments with attention to detail.
- Manage patient records accurately ensuring HIPAA compliance and confidentiality.
- Review documentation for completeness and accuracy, including intake forms and treatment plans.
- Answer multi-line phone systems efficiently while maintaining excellent phone etiquette and providing outstanding customer service.
- Assist with insurance verification, dental coding and billing procedures related to dental procedures and care plans.
- Support office management tasks such as filing, data entry, and managing office supplies to keep the clinic running smoothly. practice management software (Dentrix).
Education
High School Diploma -
Tea Area High School
01-2017
No Degree -
University of South Dakota
Skills
- Customer service
- Problem-solving
- Microsoft outlook, word, and Excel
- Customer focused
- Training and mentoring
- Cash handling
- Complaint resolution
- Customer relationship management (CRM)
- Handling escalations
- Staff training
- Social media monitoring
- Management of remote employees
- Mobile marketing
- Social media and promotions
- Community engagement
Accomplishments
Distinguished pageant titleholder, having earned the titles of Miss South Dakota, Ms. South Dakota, and currently Mrs. Nebraska, along with being crowned a national pageant winner in 2023 and serving as USA Ambassador Ms. Demonstrates a strong commitment to service as the founder of Home to Home: A Backpack to Hold, a nonprofit organization dedicated to providing essential-filled backpacks to children in foster care. Further extends community impact as the Director of R&C Pageants, a charity-driven pageant system focused on empowering participants while giving back to those in need. Recognized for combining leadership, compassion, and advocacy to create meaningful change both on and off the stage.
Certification
- Property and Casualty Insurance License: Selling insurance policies for homes, cars, and businesses, acting as a liaison between clients and insurance companies
- Life Insurance License: Selling life insurance policies, identifying client needs, and providing ongoing service and support.
Timeline
Customer Service Manager
Beukelman & Associates, Inc.
01.2024 - Current
Financial Assistance Representative
Sanford Health
01.2023 - 01.2024
Dental Assistant / Float
Neighborhood Dental
01.2017 - 01.2024
High School Diploma -
Tea Area High School
No Degree -
University of South Dakota