Kathleen Lazarek
Daphne
Summary
Dynamic Customer Support Specialist with Trawick International, skilled in problem resolution and client relationship management. Adept at educating clients on health insurance options, achieving high customer satisfaction through effective communication and empathy. Proven ability to collaborate across departments, ensuring seamless service delivery and timely issue resolution. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
36
36
years of professional experience
Work History
Customer Support Specialist
Trawick International
Fairhope
03.2017 - 10.2023
- Working remotely via phone, email, and live chat, assisting clients with the purchase of health insurance for foreign nationals studying in the USA, and emergency medical travel insurance for visitors to the US, as well as for US citizens traveling abroad or domestically.
- Provided client support with policy terminology, and assisted clients with coverage questions, limitations, and claims.
- Coordinated with third-party vendors when necessary for resolving escalated customer issues.
- Maintained positive working relationship with fellow staff and management.
- Performed regular follow-up calls to check on customer satisfaction levels.
- Upheld high standards of customer services by responding to inquiries, needs and problems.
- Investigated customer complaints regarding product quality or service rendered.
- Resolved issues with first call and escalated more complex issues to obtain necessary customer support.
- Recorded all customer interactions into the database system accurately and completely.
- Responded to customer emails and phone calls promptly, courteously, and professionally.
- Collaborated closely with other departments such as sales or marketing to resolve complex customer issues quickly and efficiently.
- Consulted with customers regarding needs and addressed concerns.
- Ensured customer satisfaction through effective communication skills and problem resolution techniques.
Medical Assistant
Eastern Shore Medical Specialists
Fairhope
08.2018 - 12.2019
- Assessed, organized and documented patient data via electronic medical records, including vital signs, medication reconciliation, review of systems, medication refills, lab orders including pain management and utilization of PDMP
- Assist physicians with trigger injections and administered injections
- Patient and family teaching regarding diagnosis, treatment plan and preventative care according to individualized health needs
- Interacted with family, physicians and other disciplines regarding patient care
- Always maintain an upbeat positive attitude
- Handled general office duties to support administrative staff during peak hours.
- Monitored vital signs of hospitalized patients throughout their stay at the hospital or clinic setting.
- Maintained accurate medical records through filing, charting, transcription and data entry into electronic health record system.
- Cleaned and maintained medical equipment following procedures and standards.
- Collected samples from patients for laboratory testing purposes.
- Relayed messages from patients to physicians about concerns, condition updates or refill requests to facilitate treatment.
- Responded to patient callbacks and phone-in prescription refill requests.
- Prepared laboratory specimens for analysis and organized lab results for review by the physician.
- Conducted patient interviews to gather health history, vital signs and information about current medical issues.
- Interviewed and engaged patients to obtain medical history, chief complaints and vital signs.
- Adhered to HIPAA regulations regarding safeguarding confidential patient information at all times.
- Administered medications under physician's supervision.
- Communicated with pharmacies for prescription refills on behalf of supervising physician.
RN
Palm Beach Urology
06.2003 - 01.2008
- Assist Urologist in procedures and respond to illnesses and physical conditions through therapeutic measures, including prescription of medication, health counseling and education, document all aspects of care
Home Healthcare RN
Private Care
01.1999 - 08.2005
- Home visits in Palm Beach County
- Evaluating patient needs and making appropriate referrals
- Starting IV lines and administering medications, wound care, phlebotomy, educating patients and family members, and documenting all aspects of care
Unit Secretary/Graduate Nurse/ RN
Jupiter Medical Center
01.1988 - 12.1998
- Scheduled diagnostic tests and procedures for patients according to established protocols.
- Assisted in patient admission and discharge processes, ensuring smooth transitions.
- Adhered to HIPAA requirements to safeguard patient confidentiality.
- Assisted in the maintenance of electronic health records (EHR) and manual filing systems.
- Facilitated timely execution of lab tests and medication refills.
- Supported the orientation of new staff by providing guidance on unit procedures and documentation.
- Assisted nursing staff with administrative tasks such as scheduling appointments, ordering supplies and preparing charts.
- Answered telephone calls promptly and directed them to appropriate personnel or departments.
- Answered telephones and directed calls to appropriate medical or adminstrative staff.
- Prepared documents for signature by physicians or other authorized personnel.
- Collaborated with multi-disciplinary staff to improve overall patient care and response times.
- Assisted with admitting processes including completing forms, obtaining signatures and verifying insurance coverage.
- Transcribed recorded practitioners' diagnoses and recommendations into medical records.
- Maintained patient records, medical histories, test results and other pertinent information in the hospital's computer system.
- Scheduled tests, lab work or x-rays for patients based on physician orders.
- Coordinated with other departments to ensure timely delivery of services to patients.
Education
associate degree - Science of Nursing
Jefferson Davis Community College
01.1992
Associate of Science - Nursing
Palm Beach Community College
Palm Beach Gardens, FL01.1990
Skills
- Medical terminology
- Electronic medical records
- Documentation
- Educating and assisting clients/patients
- Computer literate
- Dependable
- Teachable
- Efficient
- Dedicated
- Upbeat
- Empathetic
- Compassionate
- Customer service
- Problem resolution
- Health insurance knowledge
- Client relationship management
- Sales collaboration
- Customer feedback analysis
- Comm
- unication skills
- Attention to detail
- Time management
- Data entry
- Remote support tools
- Email management
- Payment processing
- Empathy and patience
- Decision-making
- Live chat support
- Verbal and written communication
- Complaint handling
- Team collaboration
- Email communication
- Social media support
- Service ticket management
- Customer response
- Problem-solving
- Multitasking and organization
References
References available upon request.
Timeline
Medical Assistant
Eastern Shore Medical Specialists
08.2018 - 12.2019
Customer Support Specialist
Trawick International
03.2017 - 10.2023
RN
Palm Beach Urology
06.2003 - 01.2008
Home Healthcare RN
Private Care
01.1999 - 08.2005
Unit Secretary/Graduate Nurse/ RN
Jupiter Medical Center
01.1988 - 12.1998
associate degree - Science of Nursing
Jefferson Davis Community College
Associate of Science - Nursing
Palm Beach Community College
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