Ever contact a support line and feel like the person on the other end of the phone just “gets it?” That’s the type of experience we try to create at Practice-Web with each call that comes in, but it takes a very special kind of person to make it happen. With nearly a decade in the industry, a computer science degree with a minor in web development, and warm personality, Support Specialist Kass makes it look easy. We’ll get to know her a bit in this edition of “Meet the Team.”
Title: Support Specialist II
Year Started with Practice-Web: 2019
Number of Browser Tabs Open Now: 10
Secret Skills: Baking ube (Filipino jam) cheesecakes and nail art.
A Day in the Life of a Support Specialist II
Kass claims to be an introvert, but you wouldn’t know it talking on the phone with her. Although she’s well-versed in all aspects of Practice-Web, she specializes in pwConnect (our patient texting Smart Tool) and electronic prescribing. Much of her days are spent installing these and other Smart Tools for our dentists. Because Practice-Web is dedicated to ensuring practices can maximize the benefits of any tools they sign up for, Kass also onboards teams with free training on their new tools and proactively follows up with them in the weeks after installation to make sure things are going well.
In addition to this, she helps practices troubleshoot issues, set up kiosks and web forms, and maximize the value of their software by educating them about features they aren’t aware of. She accepts escalations from tier-one specialists when more advanced assistance is needed too.
Q&A with Kass
Q: What’s your favorite quote?
A: “You miss 100% of the shots you don’t take.” – Wayne Gretzky
It reminds me to keep trying every day even if I fail and to always take every opportunity given.
Q: Why do you love helping dentists thrive?
A: Being a dentist and caring for patients every day is not easy. Seeing how passionate our clients are they are about the work they do inspires me. Our dentists are also very professional and so nice to work with. I genuinely enjoy creating a personal relationship with them and feel it makes the job worthwhile.
Q: What’s one problem dentists are dealing with that you want to solve?
A: Dentists sometimes have trouble creating practice goals and tracking their results. I enjoy helping them input their goals into the software showing them how to run reports that make it easy to assess their productivity and how close they are to meeting their goals.
Q: What’s your favorite Practice-Web hidden gem?
A: PW Graphic Analyzer. It’s a great tool to use when you want to track certain reports and is free for practices on paid support.
Q: What do you appreciate most about working at Practice-Web?
A: I appreciate my co-workers and my leaders. When I started here, everyone was so helpful, and they wanted me to succeed. And now that it’s been my third year here, I’m very glad to be able to give back to the tier-one support.
Q: If you could invite anyone to dinner, who would it be and why?
A: I would invite all my family members per my daughter’s request. We have a big family from all around the world including the Philippines, Canada, Hawaii, New York, and Singapore. We would want to invite every one of them because we would love to see them again.
Q: What do you do for fun?
A: On a typical Saturday you’ll find me hanging out with my daughter and husband, walking our English Bulldog Chapo, binge-watching Netflix shows with my husband, or caring for my indoor plants.
Q: What’s a personal goal you plan to accomplish in the next year?
A: My personal goal for the next year is to learn new skills within Practice-Web and to travel more.
Get in Touch
Want to sign up for Practice-Web or renew your Support? Click here and connect with our Sales Team.
Got a question for a member of the Support Team? Click here to drop us a note.
Want to meet more of us? Click here for the “Meet the Team” series.