LAMONT SILER
St. Albans,USA
Summary
Healthcare Operations Leader with 10+ years of experience in patient access, call center leadership, medical logistics, and healthcare operations. Proven ability to lead high-performing teams, improve workflow efficiency, ensure HIPAA compliance, and deliver exceptional patient experiences in fast-paced healthcare environments. Experienced in staff coaching, quality assurance, Epic EHR, operational performance, and cross-functional collaboration.
Experienced Call Center Team Lead well-versed in managing customer calls in fast-paced settings by utilizing strong listening, communication, and prioritization skills. Superior trainer and mentor with several years of experience.
Overview
25
25
years of professional experience
Work History
Call Center Team Lead
Mount Sinai Health System
06.2026 - Current
- Promoted to Team Lead based on exceptional performance, leadership ability, and consistent achievement of quality and productivity goals.
- Led, coached, and mentored Patient Service Representatives to achieve high standards in patient service and operational performance.
- Act as the primary escalation point for complex patient concerns, ensuring timely and effective issue resolution.
- Monitor quality assurance metrics, call performance, and compliance with departmental policies and HIPAA regulations.
- Conduct staff coaching, onboarding, and ongoing training on Epic workflows, scheduling procedures, insurance verification, and customer service standards.
- Partnered with management and clinical practices across Mount Sinai Health System to enhance patient access and streamline workflow efficiency.
- Fostered a culture of accountability, collaboration, and continuous improvement among team members.
Patient Service Representative
Mount Sinai Health System
01.2023 - 06.2026
- Processed 80+ patient registrations and appointment requests daily, ensuring strict HIPAA compliance and patient data protection.
- Coordinated scheduling across multiple specialties while providing exceptional customer service to patients and providers.
- Verified insurance eligibility, updated patient demographics, and ensured accurate Epic documentation.
- Coordinated scheduling across multiple specialties, enhancing patient experience and supporting provider efficiency.
Dispatcher / Logistics Coordinator
Sherman Abrams Laboratory
01.2020 - 01.2021
- Optimized routes in real-time and improved communication, significantly reducing service delays.
- Coordinated 20+ daily driver routes to ensure timely transportation of specimens, enhancing service reliability.
- Maintained chain-of-custody documentation and ensured temperature-control compliance to uphold regulatory standards.
Phlebotomy Coordinator
Bio Diagnostics Medical Laboratory
01.2019 - 01.2020
- Coordinated scheduling of 15+ phlebotomists across multiple facilities to ensure adequate staffing and service coverage.
- Coordinated daily phlebotomy operations to ensure efficient sample collection.
- Managed scheduling for phlebotomists to optimize workflow and coverage.
- Trained and mentored staff on best practices in blood collection techniques.
- Managed payroll records, staffing schedules, inventory, and operational documentation to maintain operational efficiency and compliance.
Route Service Representative
Quest Diagnostics
01.2017 - 01.2019
- Coordinated time-sensitive specimen pickups and deliveries across multiple service centers to ensure timely processing.
- Collaborated with dispatch and laboratory teams to streamline workflows and enhance operational efficiency.
- Oversaw transportation documentation and ensured regulatory compliance to uphold operational standards.
Dispatcher
Fresenius Medical Care
01.2015 - 01.2017
- Enhanced route efficiency through proactive communication and real-time tracking.
- Scheduled and monitored courier routes for timely medical deliveries.
- Ensured accurate documentation and compliance with healthcare privacy standards to protect patient information.
City Carrier Assistant
United States Postal Service
01.2014 - 12.2014
- Delivered mail to over 500 addresses daily, ensuring accuracy and high-quality customer service.
- Delivered mail and packages efficiently to residential and business addresses.
- Sorted incoming mail based on delivery routes and priority levels.
- Collected outgoing mail from designated locations throughout assigned routes.
Security & Supervisory Experience
01.2002 - 12.2013
- Supervised personnel and coordinated daily security operations to ensure safety and security of premises.
- Conducted patrols, managed access control, performed surveillance, and led incident investigations to mitigate security risks.
- Prepared detailed incident reports and ensured compliance with organizational policies to uphold standards and accountability.
- NYS Security License (8-Hour and 16-Hour Certified)
Education
High School Diploma -
Telecommunications
Brooklyn , NYSkills
- Leadership & Team Development
- Patient Access Operations
- Epic EHR
- Quality Assurance
- Performance Coaching
- Insurance Verification
- HIPAA Compliance
- Customer Service Excellence
- Healthcare Administration
- Workflow Optimization
- Call Center Operations
- Staff Training
- Incident Resolution
- Operational Compliance
- Medical Logistics
Timeline
Call Center Team Lead
Mount Sinai Health System
06.2026 - Current
Patient Service Representative
Mount Sinai Health System
01.2023 - 06.2026
Dispatcher / Logistics Coordinator
Sherman Abrams Laboratory
01.2020 - 01.2021
Phlebotomy Coordinator
Bio Diagnostics Medical Laboratory
01.2019 - 01.2020
Route Service Representative
Quest Diagnostics
01.2017 - 01.2019
Dispatcher
Fresenius Medical Care
01.2015 - 01.2017
City Carrier Assistant
United States Postal Service
01.2014 - 12.2014
Security & Supervisory Experience
01.2002 - 12.2013
High School Diploma -
Telecommunications