Jennifer Lam

• Organized and maintained filing systems for confidential documents and invoices.
• Assisted colleagues and caseworker/caseworker aides with inquiries and complaints in a professional manner.
• Assisted in the development of new administrative systems, procedures and policies.
• Coordinated meetings and appointments with caseworkers/caseworker aides.
• Provided general administrative support and trainings to staff members.
• Updated databases with new client information, applications and document retrieval information.
• Performed data entry tasks into computer databases from paper documents.
• Monitored emails, sorted mail and distributed correspondence accordingly.
• Supported departmental activities by providing clerical assistance as needed.
• Ensured that all paperwork was completed accurately before submission deadlines.
• Knowledgeable in administrative policies, procedures and guidelines to facilitate operations.

• Transferred written information into databases to maintain consistent, accurate client records and project details.
• Entered data into spreadsheets, documents and databases, maintaining 100% accuracy rate.
• Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our current processing methods.
• Prioritized and organized tasks to efficiently accomplish application processing goals.
• Maintained detailed logs of finished and in-progress data entry projects to identify areas of improvement and increase productivity.
• Translated written documentation and notes into emails and other types of correspondence.
• Scheduled and contacted caseworkers for deliverance of requested paperwork.

• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Remained calm and professional in stressful circumstances and effectively diffused tense situations.
• Educated customers on special pricing opportunities and company benefits and coverage offerings.
• Assisted customers with making payments or establishing payment plans to bring accounts current.
• Fielded customer complaints and queries, fast-tracking them for problem resolution.
• Upheld quality control policies and procedures to increase customer satisfaction.
• Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.

• Demonstrated excellent communication skills in resolving product and consumer complaints.
• Fielded customer complaints and queries, fast-tracking them for problem resolution.
• Asked probing questions to determine service needs and accurately input information into electronic systems.
• Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
• Organized client contacts, records and reports to strengthen traceability.

• Oversaw receiving and organizing correspondence, answering and forwarding calls and creating business letters and records.
• Maintained impeccable office organization to support efficiency, professionalism and performance objectives.
• Managed office inventory and placed new supply orders.
• Handled scheduling and managed timely and effective allocation of resources and calendars.
• Trained and mentored administrative staff members in company policies, daily task execution and industry best practices.
• Administered payroll and maintained proper documentation of employee personnel.
• Coded and entered daily invoices with in-house accounting software.
• Monitored payments due from clients and promptly contacted clients with past due payments.
• Implemented and maintained company protocols to facilitate smooth daily activities.
• Reviewed files and records to obtain information and respond to requests.
• Prepared meeting agendas and recorded and transcribed minutes.

• Managed staff scheduling and set patient scheduling policy.
• Supervised cleaning staff and coordinated equipment maintenance activities.
• Coordinated logistics for internal and external staff meetings and conferences.
• Interviewed, hired and trained medical office teams and conducted performance reviews.
• Developed and implemented office policies and procedures while adhering to HIPAA and OSHA regulations.
• Maintained and managed filing, chart keeping and organizational systems for practice.
• Supervised patient billing, collection and financial counseling and assisted with cash posting.
• Performed data entry and processing into system databases and troubleshot minor computer issues.

Organized and maintained documents, files and records.

• Pitched in to help with office tasks during busy periods and staff absences.
• Worked with management team to improve workflows and eliminate unnecessary tasks.
• Created and implemented administrative processes and procedures to prioritize job tasks and establish personnel responsibilities.