Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Lauren Hall

Bowie

Summary

Adaptable and Innovative professional with extensive experience in healthcare administration with proven expertise in superior administrative and customer service within high-stakes environments. Skilled with maintaining confidentiality, handling sensitive information, and leveraging technology to streamline processes. I was recognized for strong customer service and organizational skills, attention-to-detail, effective communication, and a results-driven approach that supports agency goals and fosters a positive team dynamic. and customer service skills. Strong understanding of community resources and case management.

Overview

22
22
years of professional experience
1
1
Certification

Work History

Human Services Specialist

FEMA
11.2024 - Current
  • Processed applications and followed strict procedures to keep sensitive
  • Maintained accurate case documentation, ensuring compliance with regulatory requirements and agency policies.
  • Provided crisis intervention services, deescalating tense situations and connecting individuals to appropriate resource.
  • Participated in trainings and web-seminars to improve skills set and knowledge. FEMA training courses C3MP Genesys-Cloud, RI- Registration Intake, and Basic Helpline.
  • Answered high volume of calls and provided assistance through effective listening and question response skills.
  • Demonstrate strong organizational skills by efficiently processing complex customer inquiries, and managing time-sensitive information within FEMA’s telecommunications systems (C3MP) and National Emergency Management Information System (NEMIS).
  • Conduct Registration Intake and accurately input disaster survivors information in a call center setting. Ensuring and adherence to FEMA guidelines, the Robert T. Stafford Disaster Relief, and Emergency Assistance Act.
  • Utilize Microsoft Office Suite (Outlook, Excel, Word) to document and manage records, contributing to seamless information flow and enhanced client service.
  • Deliver exceptional customer service while addressing urgent needs, offering resources, and emergency services.

Customer Service Representative

NexRep
01.2020 - 03.2024
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Handled customer inquiries regarding products, services, and company-related details.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Participated in training programs to enhance product knowledge and customer service skills.
  • Trained new Customer Service Representatives on company policies, procedures, and best practices.
  • Handled high volume calls from customers and vendors.

Patient Care Technician

DaVita
05.2022 - 09.2023
  • Monitored vital signs and reported changes to nursing staff, ensuring timely medical interventions when necessary.
  • Assisted nurses with essential tasks, streamlining workflow and increasing efficiency in the healthcare setting.
  • Enhanced patient satisfaction by providing compassionate and attentive care.
  • Assisted in training new Patient Care Technicians, sharing knowledge and best practices to ensure consistency in care delivery.
  • Performed blood draws, EKGs, and other diagnostic tests accurately and efficiently for prompt analysis by healthcare professionals.
  • Maintained clean and safe environment to promote patient safety and comfort.
  • Contributed to a positive patient experience by keeping rooms clean, organized, and well-stocked with supplies.
  • Promoted a safe and inclusive healthcare environment, adhering to policies and procedures while advocating for the well-being of all patients.
  • Facilitated smooth transitions between shifts by maintaining thorough documentation of patient care activities and observations.
  • Reduced stress for patients and families through effective communication and empathetic support.
  • Served as a reliable resource for patients'' families, addressing questions or concerns with patience and understanding while maintaining patient confidentiality.
  • Educated patients on self-care techniques and post-discharge instructions, empowering them to take control of their own health maintenance.
  • Collected and documented patient information to aid in accurate medical record keeping.
  • Enhanced patient comfort by providing compassionate bedside care and support.

Assistant Store Manager

Hair Castle Plus
01.2003 - 08.2023
  • Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
  • Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
  • Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
  • Rotated merchandise and displays to feature new products and promotions.
  • Assisted the Store Manager in analyzing sales data to identify trends and make informed decisions for improving overall store performance.
  • Mentored new employees on company policies, procedures, and best practices to ensure their success within the organization.
  • Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
  • Developed a loyal customer base through personalized interactions, increasing repeat business in-store visits.
  • Streamlined inventory management with regular audits, accurate ordering, and efficient stock organization.
  • Provided weekly work schedules to employees to accommodate business demands and vacation requests. Executed p ayroll bi-weekly for all employees using ADP.
  • Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
  • Provided support to store manager in budgeting processes, helping maintain financial stability for the business.
  • Maximized profits by negotiating better deals with vendors and reducing shrinkage through loss prevention strategies.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
  • Tracked trends and suggested enhancements to both challenge and refine company's product offerings.

Medical Administrative Assistant

Medical Staffing Agency
03.2015 - 02.2021
  • Handled sensitive patient information with discretion, adhering to strict HIPAA guidelines and safeguarding privacy at all times.
  • Provided exceptional customer service to patients, addressing concerns promptly and professionally to ensure satisfaction.
  • Answered incoming calls, routed messages and resolved patient inquiries within target timeframes.
  • Supported healthcare providers with the timely completion of necessary documentation, allowing them to focus on quality patient care.
  • Knowledge of Medical Terminology and compliant to ICD-9 and 10 codes.
  • Greeted and called patients to confirm scheduled appointments day in advance.
  • Demonstrated proficiency in various medical software programs, adeptly adapting to new technology as required for optimal job performance. EMR: AthenaHealth, Practice Fusion, eHi, AllScripts, Cerner, e-Clinical, Optum, Greenway, and Citrix
  • Streamlined front desk operations through the implementation of an effective filing system for patient documentation. Received, recorded and filed medical payments by check, cash, and credit card.
  • Anticipated supply needs and placed orders proactively, preventing shortages that could disrupt daily clinic operations or compromise patient care quality.
  • Delivered excellent customer service to patients and followed up with insurance companies to secure timely payment.
  • Prepared patient charts by gathering and organizing medical records ahead of appointments.
  • Conducted patient intake interviews, recording and documenting relevant information.

Facilitator

Way Station
03.2016 - 07.2018
  • Provided direct patient care for individuals with disabilities and mental health conditions
  • Prepared written observations regarding clients about care and development.
  • Initiated partnerships with local organizations to broaden reach and impact of community programs.
  • Assisted with daily activities of living, bathing and hygiene, medication management, and transportation to healthcare appointments
  • Implemented excellent bedside manner and used the appropriate equipment to transport and dress clients.

Lead Medical Assistant

JFK Hospital
07.2014 - 03.2015
  • Assisted with opening up the first urgent care as, Lead Medical Assistant.
  • Triaged incoming calls for provider to determine callers' needs for immediate appointments or scheduled visits.
  • Ensured patient satisfaction by promptly addressing concerns, answering questions, and providing exceptional customer service.
  • Demonstrated expertise in phlebotomy, specimen collection, and basic laboratory testing procedures to support accurate diagnosis and treatment decisions.
  • Managed insurance authorizations for medications, diagnostic tests, or procedures to facilitate timely access to necessary treatments for patients.
  • Ensured timely follow-up care by contacting patients with test results and coordinating necessary appointments for further evaluation or treatment.
  • Assisted physicians with clinical procedures following safe practices.
  • Taught patients about medications, procedures, and care plan instructions.
  • Assisted in various medical procedures such as vaccinations, wound care, and diagnostic testing for efficient patient care delivery.
  • Improved patient outcomes by closely monitoring vital signs, accurately documenting findings, and promptly reporting any abnormalities to supervising clinicians.
  • Sanitized, restocked, and organized exam rooms and medical equipment.
  • Maintained a clean and safe clinical environment, adhering to strict infection control standards for the well-being of patients and staff.
  • Called and faxed pharmacies to submit prescriptions and refills.
  • Performed medical records management, including filing, organizing and scanning documents.
  • Assisted physicians with minor surgeries, including preparing operating room and sterilizing instruments.
  • Completed EKGs and other tests based on patient presentation in office.
  • Supported duties for diagnostic and technical treatment procedures, such as setting up and operating special medical equipment and apparatus.
  • Interviewed and trained new Medical Assistants for various duties and minor surgeries.
  • Compliant to HIPPA guidelines, PPE (Personal Protective Equipment, ICD-9 and 10 codes, knowledge of medical terminology, EMR system and guidelines.

Education

Medical Assistant -

Middlesex County College
Edison, NJ
02.2014

H.S. Diploma -

Franklin Township High School
Somerset, NJ
06.2005

Skills

  • Written and verbal communication
  • Client needs assessments
  • Interviewing skills
  • Multicultural competence
  • Data analysis
  • Proficient in software
  • Teamwork
  • Problem-solving
  • Time management
  • Attention to detail
  • Problem-solving abilities
  • Multitasking
  • Active listening
  • Microsoft office
  • Training and development
  • Payroll management
  • Employee hiring
  • Remote conferencing and communication

Certification

  • Certified Medical Assistant (CCMA) (2014-present)
  • BLS Certification (Valid through 06/2025)
  • ACLS Certification (Valid through 06/2026)
  • CPR Certification (Valid through 06/2026)

Timeline

Human Services Specialist

FEMA
11.2024 - Current

Patient Care Technician

DaVita
05.2022 - 09.2023

Customer Service Representative

NexRep
01.2020 - 03.2024

Facilitator

Way Station
03.2016 - 07.2018

Medical Administrative Assistant

Medical Staffing Agency
03.2015 - 02.2021

Lead Medical Assistant

JFK Hospital
07.2014 - 03.2015

Assistant Store Manager

Hair Castle Plus
01.2003 - 08.2023

Medical Assistant -

Middlesex County College

H.S. Diploma -

Franklin Township High School

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Lauren Hall