Lauren Curtis
Medford, MA ***** *******@*******.*** +1-857-***-****
Willing to relocate to: Malden, MA
Authorized to work in the US for any employer
Work Experience
Assistant General Manager
Salon Hairapy-Malden, MA
October 2021 to February 2026
Answering phone
Scheduling appointments
Checking clients in for appointments
Setting up and breaking down everything at the end of the day
Receiving payments for services
Cleaning Salon floor and sterilizing all equipment
Shampooing clients
Keeping up with inventory and ordering supplies as needed
•Assisted in overseeing daily operations of the company, including managing staff, coordinatingschedules, and ensuring efficient workflow
•Managed inventory levels to optimize stock availability while minimizing excess inventory costs
Customer Service Representative
Lincare-Wakefield, MA
August 2017 to May 2021
I was a Customer service representative for Lincare. My job consisted of answering a multi-lined telephone and taking patient orders for DME/HME equipment and oxygen deliveries. I would also have to troubleshoot patient issues along with any other customer service inquiries and information from patients, doctors offices and hospitals as well as with deliveries and missing supplies.
I read through the chart notes and made sure all the required documents were there, as well as a prescriptions, running insurance to make sure the patient had coverage.
I would also have to dispatch a driver to the house to set the patient up with the proper equipment and used the software to have to move it to their tablet, and at times go out to make sure they knew how to sure it and even sometimes set them up.
•Managed a high volume of incoming calls and emails, consistently meeting or exceeding performancemetrics for response time and resolution
•Demonstrated strong product knowledge to effectively answer customer questions and provideaccurate information
•Built rapport with customers through active listening, empathy, and personalized interactions
•Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuringcustomer satisfaction
•Resolved complex customer complaints by investigating the root cause of the issue and implementingappropriate solutions
•Maintained detailed records of all customer interactions in CRM system for future reference and analysis
•Participated in regular training sessions to stay updated on product features, policies, procedures, andindustry trends
•Assisted with order fulfillment processes such as tracking shipments or coordinating returns/exchangeswhen necessary
•Proactively followed up with customers after issue resolution to ensure their satisfaction was maintained
•Assisted in training new hires by sharing best practices, providing guidance, and offering support duringtheir onboarding process
•Managed escalated customer issues with professionalism and empathy, ensuring swift resolution whilemaintaining a positive brand image
•Demonstrated strong conflict resolution skills by de-escalating tense situations effectively whilemaintaining professionalism at all times
Rural Carrier Assistant
USPS-Medway, MA
July 2014 to August 2017
Responsibilities
*Sorting mail and packages
*Distributing mail and packages to the correcting houses
*Collecting outgoing mail and returning it to the station
*Keeping my truck clean and organized
*Keeping my station clean and organized
*Returning old mail
*Forwarding mail to individuals who have moved
Medical Receptionist
Ell Pond Medical Associates-Revere, MA
November 2006 to July 2008
Inputting Patient information
Collecting co-payments
Checking insurance eligibility
Inputting requests for referrals
Sending prescription requests to Doctors
Answering multi-lined phones
Sorting mail
Scheduling appointments
Sending faxes
•Managed front desk operations, including greeting patients, scheduling appointments, and answeringphone calls
•Verified patient insurance information and collected co-pays and payments for services rendered
•Maintained accurate electronic medical records (EMR) by updating patient demographics and medicalhistory
•Assisted in the coordination of patient referrals to other healthcare facilities or specialists whennecessary
•Ensured waiting area cleanliness by organizing magazines, sanitizing surfaces regularly, and restockingsupplies as needed
•Collaborated with medical billing department to resolve any issues related to insurance claims or billingdiscrepancies
•Managed confidential patient information according to HIPAA regulations while maintaining utmostprofessionalism at all times
Office Manager
The Salter School-Malden, MA May 2004 to November 2006
Inputting student information
Entering grades and attendance
Answering multi-lined phones
Sorting mail
Sending faxes
Collecting tuition payments
Scheduling financial aid appointments
Testing new entries
Education
Medical Office Administration (Associates Degree)
Gibbs College-Boston, MA
July 2002 to June 2004
Upper secondary education
Skills
•10 key typing
•Microsoft Outlook
•Medical Scheduling
•Live chat
•Custodial Experience
•Communication skills
•Medical Office Experience
•EMR systems
•Insurance prior authorization
•Dispatching
•Medicare
•Customer service through social media
•Phone call management
•In-person customer service
•Technical troubleshooting support
•Client interaction via phone calls
•Microsoft Word
•Data entry
•Records management
•Documentation specialist experience
•Medical records
•Customer Care
•Order processing
•Record keeping
•Client email correspondence
•Escalation handling
•Customer Support
•Time management
•Excel data analysis
•Microsoft Office
•Basic math
•Managing patient records
•Cleaning
•Medical Receptionist
•Typing
•Patient interaction
•Front desk
•SMS customer support
•Computer operation
•Cash handling
•Microsoft Excel
•Appointment scheduling
•Medical referrals
•Health information management
•Interpersonal skills
•Electronic health records (EHR) management
•Insurance Verification
•Interpersonal communication
•Customer service
•Phone Etiquette
•Catering
•Zoom
•Health information data integrity
•CSR
•Computer skills
•Attention to detail
•Medical terminology
•Customer service video conferencing
•HIPAA
•Organizational skills
•Email customer support
•Phone customer support
•Administrative experience
•Multitasking
•Data entry in Excel
•Transcription
•Math
•Regular scheduling
•Data verification
•Managing customer accounts
•Maintaining patient confidentiality
•Writing skills • English
Languages
• English
Additional Information
References:
Brian Hamilton
Paulette Aleo
Carol Breen