Laura Scruggs
Elrama
Summary
Organized and dedicated to providing exceptional customer service in fast-paced environments. Offering keen attention to detail and strong decision-making skills to manage multiple, concurrent tasks. Self-motivated work ethic to perform effectively in independent or team environments. Always eager and ready for new and challenging tasks.
Overview
13
13
years of professional experience
Work History
Service Line Associate/Unit Secretary
St. Clair Hospital
Pittsburgh, PA
10.2025 - Current
- Schedule incoming surgical reservations into the surgical system
- Coordinate upcoming weeks schedules with provider offices to get surgical line up sets and make any changes as needed
- Attend daily huddle meeting to go over upcoming surgical schedules with management, anesthesia, materials management, etc to ensure smooth surgical day
- Assist at the OR main desk with answering incoming phone calls and direct accordingly, deliver medication, supplies, blood product to OR rooms as needed during a case
- Help facilitate and organize same day add on cases to get rooms set up, anesthesia staff and OR staff assigned
- Contact and facilitate with hospital floors to transport patients down to the OR for their surgeries
- Participated in regular team meetings to discuss process improvements, share best practices, and address challenges.
- Facilitate and organize all incoming reps for surgical cases that needs to be cleared before entering into the OR rooms to assist in surgery cases
- Assist the Director of the OR and Chief CRNA with all administrative needs and administrative meetings
- Developed strong working relationships with cross-functional teams, fostering collaboration for smoother operations.
- Contributed to achieving company objectives by consistently meeting or exceeding individual performance metrics.
- Completed all assigned tasks within targeted deadlines, keeping pace with demanding production schedules.
- Demonstrated flexibility by switching between different roles on the line as needed to maintain optimal productivity levels.
Administrative Assistant
UPMC Sports Medicine and Orthopedic Surgery
Pittsburgh, PA, USA
12.2020 - Current
- Serve as the right-handed support to three physicians: 2 orthopedic surgeons and 1 primary care sports medicine physician
- Orders office supplies and maintains office equipment.
- Helps supervisor and department with daily responsibilities and patient care
- Sorts, distributes, prioritizes, and composes routine correspondence following established procedures, patient appointments, surgeries, etc.
- Performs routine clerical functions, such as copying, sorting, filing, and typing. Sets up and maintains varied office files, logs, and records office activities.
- Assists in researching, drafting, and/or abstracting routine reports. Compiles and analyzes basic information.
- Answers, screens, and routes incoming calls and messages. Responds to routine questions.
- Maintains physicians’ calendar (i.e., schedules meetings and recurring events, schedules large conference rooms, orders food, ensures applicable equipment is available and ready for the meeting, may take meeting minutes).
- Maintain physician files and spreadsheet with regard to all certifications, licenses, etc.
- Create mailing lists/spreadsheets for all department events.
- Monitor the Sports Medicine 800 telephone number, schedule appointments, and refer as appropriate.
- Complete, facilitate and provide the administrative assistants scheduling for the week
- Authorization for surgeries, medications, radiology exams, etc.
- Facilitating legal narrative and oral deposition requests.
- Scheduling, cancelling and moving surgeries as requested.
- Release OR blocks for physicians within the group for multiple locations.
Patient Services Representative
UPMC - CHP – Adolescent Medicine and Young Adult Medicine
Pittsburgh, PA, USA
08.2019 - 12.2020
- Complete prior authorization for patient's medications.
- Submit payments for invoice via ePro.
- Help patients navigate the healthcare system by providing clear and understandable instructions. Provides follow-up to unresolved patient questions or needs to ensure the appropriate continuity of care.
- Assist with administrative duties in the office including but not limited to scanning of medical records and faxing.
- Guide patient through use of self-arrival technology or check-in patient at desk depending on patient preference.
- Schedule or connect patient to resources to schedule for ancillary services at checkout.
- Understands the principles of service recovery and is both empowered and responsible for taking appropriate action to recover from service that does not meet the expectation of the UPMC Experience.
- Obtain signature of patient or family member for consent to treatment and financial responsibility following the Health Insurance Portability and Accountability Act (HIPAA) rules and regulations.
- Confirm/verify insurance benefits with the appropriate carrier via online verification systems or telephone inquiries.
- Promote MyUPMC patient portal and assist patients in registration when applicable.
- Collect copayments and any other applicable payments at the point of service.
- Provide a warm greeting for all patients.
- Confirm and/or update patient registration information at checkout.
- Appropriately distribute / triage phone calls to other areas and / or clinical providers.
- Schedule follow-up appointments within the practice at checkout.
Concierge Coordinator
UPMC
Pittsburgh, PA, USA
08.2018 - 05.2019
- After verifying physician-patient relationship, provides the referring physician with requested medical record information, accessing appropriate hospital-based systems (Cerner, Powerchart, MARS, Medipac, etc.) as required or refers to HIM Department if required. Documents all interactions in the departmental database.
- Demonstrates skills required for success in a mission-critical contact center environment including making sound judgements under pressure.
- Demonstrates the ability to perform and document completion of ancillary tasks including changes of attending physician; management of organ donation offers from external networks; mortality notifications; witness autopsy authorizations, etc.
- Demonstrates the ability to perform the duties of the PARC Dispatcher position as assigned.
- Ensures the integrity of physician contact data as well as data relative to physician-patient relationships in the Medipac professional master file and Enterprise Physician Contact Database as well as through daily review and modification of the Cerner patient list.
- Provides First Level Technical Support to users of the MedTrak/HealthTrak system through the use of online resources available. All interactions are appropriately documented in the database.
- Utilizes prescribed Patient Ambassador Certificate (PAC) behaviors during interactions with callers. These include recommended greetings and closings; appropriate fact finding to determine needs and the ability to control and manage the interaction with the caller.
Customer Support
DataVerify
Pittsburgh, PA, USA
02.2017 - 02.2018
- Answer incoming customer support calls.
- Answer incoming emails.
- Direct calls or emails to proper queue or department.
- Assist clients all questions in regard to our software.
- Assists client with password related questions.
- Assist clients with orders to the IRS or SSA.
- Assist clients with VOE/VOI orders.
- Escalate orders /calls to management as needed.
Shift Leader/Manager
Praline Bakery & Bistro
Bethesda, MD, USA
08.2015 - 02.2017
- Greeting customers who enter the shop.
- Be involved in stock control and management.
- Assisting shoppers to find the goods and products they are looking for.
- Being responsible for processing cash and card payments.
- Stocking shelves with merchandise.
- Answering queries from customers.
- Reporting discrepancies and problems to the supervisor.
- Giving advice and guidance on product selection to customers.
- Closing/Opening the register before/after a shift.
- Dealing with customer refunds.
- Keeping the store tidy and clean.
- Responsible dealing with customer complaints.
- Working within established guidelines, particularly with brands.
Assistant Director of Sales + Catering
Occidental Restaurant
Washington, D.C., USA
08.2013 - 08.2014
- An upscale American Restaurant located 1-1/2 blocks from the White House and National Mall.
- Assist the Director in any tasks needed.
- Get Inquiries for Private Dinning Events.
- Formulate Contracts.
- Redeem Deposits.
- Go over all Logistics for Event.
- Formulate Banquet Event Order.
- Over-See Event on the Day of.
- Brainstorm ideas for Marketing Events.
- Complete weekly banquet forecasting.
- Complete solicitation goals per week.
- Format menus/private dinning information packet.
Education
High School Diploma -
Hayfield Secondary
Alexandria, VA06.2009
Skills
- Reliability and punctuality
- Stress tolerance
- Adaptive learning
- Teamwork and collaboration
- Customer service
- Time management
- Attention to detail
- Problem-solving abilities
- Multitasking
- Organizational skills
- Active listening
Accomplishments
- Occidental Employee of the Month
- DataVerify Employee of the Month - Customer Support
- 2020 Quarterly STAR Award - UPMC
Timeline
Service Line Associate/Unit Secretary
St. Clair Hospital
10.2025 - Current
Administrative Assistant
UPMC Sports Medicine and Orthopedic Surgery
12.2020 - Current
Patient Services Representative
UPMC - CHP – Adolescent Medicine and Young Adult Medicine
08.2019 - 12.2020
Concierge Coordinator
UPMC
08.2018 - 05.2019
Customer Support
DataVerify
02.2017 - 02.2018
Shift Leader/Manager
Praline Bakery & Bistro
08.2015 - 02.2017
Assistant Director of Sales + Catering
Occidental Restaurant
08.2013 - 08.2014
High School Diploma -
Hayfield Secondary