Summary
Overview
Work History
Education
Skills
Timeline
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Danielle Lacy

Capitol Heights,MD

Summary

Knowledgeable and dedicated customer service professional with extensive experience for 8+ years in the medical field industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.



Overview

8
8
years of professional experience

Work History

Pharmacy Help Desk /Customer Care Representative

Continuum Global Solutions
12.2023 - Current
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Managed high call volume with exceptional professionalism and efficiency.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Assisted call-in customers with questions and orders.
  • Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
  • Navigated multiple computer systems and applications to find information.
  • Streamlined call response times for improved customer experience through effective communication techniques.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Actively participated in weekly team meetings, discussing challenges faced as well as solutions implemented towards improving overall departmental performance.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Processing mail order, overrides, and discuss benefit details for CVS Caremark members

Medical Front Office Supervisor

Infectious Disease Physicians
07.2023 - 10.2024
  • Providing administrative support for 8+ physicians
  • Managing and training front office workflow
  • Prepare and balance daily financial register and submit all forms and fees to billing
  • Assist with weekly meetings
  • Operating multi phone lines, including scheduling and confirming appointments
  • Monitoring waiting room and patients' satisfaction
  • Supervising medical record, making sure payments and legal requirements are accurate
  • Scanning and filing scheduled IV infusion appointments
  • Communicating with providers and nurses with daily schedule
  • Implemented effective inventory management strategies to maintain optimal supplies levels while minimizing costs.
  • Coordinated seamless communication between medical providers and patients, ensuring accurate documentation and billing practices.

Medical Assistant

All Care Urgent Care
11.2022 - 06.2023
  • repared treatment rooms for patients by cleaning and restocking supplies
  • Performed EKG
  • Motivated and encourage teamwork and commutation
  • Maintained inventory and expiration logs
  • Order supplies for office
  • Performed injection for patient (ages newborn – adults)
  • POCT, wound care and splinting, minor surgical set up
  • Performed vital signs
  • Checked patients in and collecting copays
  • Assist providers with exams
  • Performed vision test for all ages
  • Interviewed patients, gathering medical histor

Medical Office Supervisor

Foxhall Cardiology
10.2019 - 05.2023
  • Assisted the Doctor by applying Holter monitors to patients, taking electrocardiograms, and educating and submitting PA and RX
  • Performing administrative duties including scheduling medical procedures for the hospital, answering phones, and medical charting.
  • Assisted with staple removal for loop recorders and pacemakers.
  • Utilized Medtronic interrogations to efficiently streamline the process of providing healthcare.
  • Assist With training new staff
  • Supervised daily shift process ensuring all team members adhere to standard operating procedures
  • Cross-checked all billing instructions are correctly updated controls cash transactions at the front desk
  • Closed end of the day charts and money, working alongside with billing to submit claims.
  • Assisted with Interview for new employments
  • In charge of ordering office supplies etc
  • Maintained everyday workflow for team members
  • Assist with managing financial and budgeting for office
  • Knowledge in submitting medical record

Medical Assistant

Planned Parenthood Of The Great Northwest
06.2016 - 09.2019
  • Verified clinical lab test orders and brings discrepancies to the attention of appropriate clinical staff.
  • Deciphered best method for obtaining blood sample depending on the specific need of the patient, obtaining blood specimens by performing venipunctures and finger sticks.
  • Organized exam rooms, including general cleaning, upkeep, and re-stocking of supplies.
  • Performed administrative tasks, such as answering phones, scheduling appointments, form completions; updating patient electronic medical records and following up with patient lab reports.
  • Assisted with Sonograms for 1st and 2nd trimester patients Abortion Care and OBGYN patients.
  • Assisted physicians with patient office visits, recording vital signs including pulse rate, blood pressure, height and weight, and entering information in patient electronic medical record for approximately 30 patients a day.
  • Entered more than 2000 lab radiology and medication orders in CPOE for Medical and Medicare Patients.

Education

Medical Assistant - Medical Front Office

Westwood College
Arlington, VA
04.2016

High School Diploma -

New Direction
Manassas, VA
06.2013

Skills

  • Team leader
  • Medical terminology
  • EHR
  • Administrative skills
  • Billing and coding
  • Front and back-office operation
  • Nextgen/Epic/Athena/ECW/Mac Practice
  • Interview skills
  • Phlebotomy/Injections
  • Project managing
  • Relationship building
  • Scheduling
  • CPR
  • HIPAA / OSHA compliance
  • Operating EKG/Ultrasound
  • Infection control
  • Wound care
  • Safety procedure
  • Communication
  • Customer Service
  • Inbound Customer Service
  • Call center experience
  • Data Entry
  • Work from home base
  • Computer Skills
  • Call Center Operations
  • Remote Office Availability
  • De-Escalation Techniques
  • Shipping procedures understanding
  • Order Fulfillment
  • Complaint resolution
  • Customer Relationship Management

Timeline

Pharmacy Help Desk /Customer Care Representative

Continuum Global Solutions
12.2023 - Current

Medical Front Office Supervisor

Infectious Disease Physicians
07.2023 - 10.2024

Medical Assistant

All Care Urgent Care
11.2022 - 06.2023

Medical Office Supervisor

Foxhall Cardiology
10.2019 - 05.2023

Medical Assistant

Planned Parenthood Of The Great Northwest
06.2016 - 09.2019

Medical Assistant - Medical Front Office

Westwood College

High School Diploma -

New Direction

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Danielle Lacy