Customer Service Support

JONI LUNAN

***** ***** ** ******* *******, NY ***11

516-***-**** ***********@*****.***

Professional Summary

Highly skilled and compassionate healthcare professional with extensive experience in patient access, home care coordination, medical aesthetics, and operations management. Proven track record in optimizing patient care workflows, leading multidisciplinary teams, ensuring regulatory compliance, and delivering exceptional client service. Adept at utilizing medical software and equipment to provide personalized and efficient care in both clinical and aesthetic settings.

Professional Experience

Patient Home Care Coordinator

Allegiant Home Care - Brooklyn, NY

May 2022 - December 2024

- Directed daily scheduling operations for field caregivers and nurses, ensuring timely service delivery.

- Supervised regional on-call operations, maintaining client satisfaction during after-hours.

- Led a team of aides and LPNs, reducing scheduling gaps and enhancing care continuity.

- Resolved client and family concerns with a focus on quality service and responsiveness.

Patient Access Specialist (Temporary)

Hospital for Special Surgery - West Palm Beach, FL January 2021 - March 2022

- Acted as a liaison between patients, providers, and hospital departments.

- Verified insurance benefits and guided patients through financial and pre-admission requirements.

- Improved appointment attendance through effective patient communication strategies.

- Managed sensitive patient data with strict adherence to HIPAA compliance.

Director of Operations

Quik Drip Diagnostics - Coral Springs, FL

January 2019 - March 2021

- Oversaw clinic operations, including phlebotomy, patient care, and staff coordination.

- Delivered exceptional customer service and maintained infection control protocols.

- Developed individualized patient care plans and ensured safety in treatment administration.

- Cultivated client relationships and managed project reporting and business growth strategies.

Licensed Medical Aesthetician

Dsparkle Body Bar LLC - Miami, FL & Jamaica, NY

May 2016 - January 2021

- Provided advanced skincare treatments, including facials, chemical peels, and acne therapy.

- Delivered pre- and post-op care in partnership with international surgical teams.

- Treated diverse skin concerns such as hyperpigmentation and post-surgical conditions.

- Operated aesthetic equipment safely and trained new staff on protocols and treatments.

- Maintained detailed client records and facilitated recovery support for surgical patients.

Education & Certifications

Phlebotomy Certification

TIA Medical Courses - Garden City, NY October 2023 Licensed Esthetician

Long Island Nail & Skincare Institute - Levittown, NY August 2016 High School Diploma

Valley Stream North High School - Valley Stream, NY June 2001

Skills

Administrative & Clinical:

- Patient Scheduling, Call Center Operations, EPIC Software, Dispatching, MS Office Suite

- Team Supervision, HIPAA Compliance, Customer Service, Insurance Verification Medical & Aesthetic Expertise:

- TruSculpt, TrueFlex, AviClear, LED Light Therapy, Waxing, Teeth Whitening

- Acne Treatment, Anti-Aging Skincare, Microdermabrasion, Dermaplaning, Hydrafacial

- Phlebotomy, Biohazard Waste Management

Specialties:

- Post-Op Care: Manual Lymphatic Drainage (Tummy Tuck, Liposuction, BBL, Breast Augmentation)

- Body Contouring: Ultrasound Cavitation, Radio Frequency, Laser Lipo, Wood Therapy, Detox Wraps

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