Laura Dodd
Customer Service Representative
Shakopee,MN
Summary
Capable Patient Representative dedicated to providing superior support for patients in need of reliable information regarding insurance coverage, finance options and documentation requirements. Well-versed in scheduling and database management functions for streamlined communication and reduced correspondence backlogs. Excels at identifying client needs and concerns to improve engagement strategies and overall service.
Overview
23
23
years of professional experience
Work History
Patient Services Representative
Allina Health
Shakopee, MN
10.2025 - Current
- Patient Check-in and Registration: Greet patients, collect necessary information (demographics, insurance, etc.), and register them for appointments or procedures.
- Appointment Scheduling: Schedule appointments, offer reminder calls, and inform patients about delays or wait times.
- Insurance Verification and Billing: Verify insurance eligibility, process co-payments, and assist with billing inquiries.
- Patient Communication: Answer phone calls, address patient concerns, and provide information about medical services.
- Record Keeping: Maintain and update patient records, ensuring accuracy and confidentiality.
- Administrative Tasks: File paperwork, manage patient accounts, and assist with other administrative duties.
Patient Services Coordinator
Trinity Health
Mason City, IA
08.2023 - 06.2025
- Coordinated patient scheduling and follow-up communications to enhance service delivery.
- Managed electronic health records, ensuring data accuracy and compliance with regulations.
- Developed patient information materials to improve understanding of services offered.
- Streamlined appointment processes, reducing wait times and improving patient satisfaction.
- Trained new staff on office protocols and patient interaction best practices.
- Collaborated with healthcare providers to resolve patient inquiries and concerns efficiently.
- Responded effectively to challenging situations involving distressed or dissatisfied patients while maintaining a calm demeanor and positive attitude.
- Managed sensitive patient data with strict adherence to HIPAA regulations, ensuring privacy and confidentiality at all times.
- Provided patient with after-visit summary and scheduled next appointment to maintain continuous care and facilitate treatment plan.
Administrative Assistant
The Andersons Inc
Manly, IA
09.2015 - 08.2020
- Managing and distributing information within an office setting.
- Primary duties include answering multi line phones, maintaining files, greeting customers, purchasing, timekeeping/payroll, opening and sorting incoming mail, ordering office supplies and janitorial duties.
Safety Coordinator
Express Temps/Wess Inc
Mason City, IA
04.2015 - 07.2015
- Answering phones, assisting with billing, entering daily Truck Drivers log and time sheets.
- Filing, copying, data entry, running company errands and janitorial.
Customer Sales and Service Representative
Applied Industrial Technologies
Mason City, IA
12.2013 - 09.2014
- Knowledge sets include: Cash registers, Customer Care, Customer Database, Customer Satisfaction, Microsoft Excel, Microsoft Outlook, Microsoft Windows, Microsoft Word, Multi-line telephone systems, Sales, Warranty.
Customer Service Representative
United LP - North Iowa Coop
Mason City, IA
06.2010 - 12.2013
- Accounts receivable, accounts payable, petty cash, LP sales, multi line phones, data entry, fill propane tanks, clean, customer service and office management.
File Clerk/Data Entry
Express Temp Services
Mason City, IA
11.2008 - 05.2009
- Filing, answering multi-line phones, data entry, mail processing, processing energy assistance applications.
Client Transaction Technician
Principal Financial
Mason City, IA
10.2007 - 05.2008
- Input of confidential customer retirement data.
Parts Inventory Clerk
NMC-Two Rivers Lift & Equipment
Mason City, IA
11.2002 - 05.2007
- Responsible for processing part orders for outside customers and internal maintenance department.
- I have experience in price quoting, sales, receiving, and accounts payable.
- I also have minor experience with time cards and payroll.
- Other responsibilities include answering a multi-line telephone system, researching parts on the computer system and assisting mechanics with their parts orders.
Education
High School Diploma -
06.1990
High school diploma or GED - undefined
Skills
- Proofreading
- Administrative experience within retail industry
- Computer literacy
- Front desk
- Food service
- Outlook
- Phone answering
- Computer operation
- Insurance verification
- FIFO
- Word Billing
- Clinic
- Appointment scheduling
- Information management
- Patient scheduling via phone
- Coupa Intake Experience
- Greeting customers
- Computer skills
- Making change
- Kronos
- Typing
- Client rapport building
- English
- Childcare
- Clerical experience
- EMR systems
- Medical payment processing
- Cooking
- Clinic administrative experience
- Filing
- Balancing cash drawers
- Customer complaint resolution
- Epic
- Record keeping
- Microsoft Teams
- Customer support
- Workday Scheduling
- Health insurance verification via fax
- Restaurant experience
- Forklift
- Excel Administrative Assistant
- Assisting medical staff
- Administrative experience - Administrative experience (11-15 years)
- Microsoft Office
- Order tracking
- Customer inquiry handling
- In-person patient scheduling
- Accounts Receivable
- Microsoft Excel
- Office experience
- Records management
- Clerical Time Management
- Cleaning
- Self-direction
- Data entry
- Time management
- Human resources
- Organizational skills
- Customer service
- Payroll
- Medical office experience
- Microsoft Office Organizational Skills
- Medical scheduling
- Microsoft Word
- Attention to detail
- Workday
- Electronic Health Record (EHR) access control systems
- Medical receptionist
- Word processing
- Anatomy knowledge
- Basic math
- Phone communication
- POS systems
- Depositing cash
- Receptionist Data Entry
- HIPAA
- Electronic health records (EHR) management
- Teamwork
- Phone etiquette
- Customer data entry
- Math
- Scanning
- Photocopying
- Administrative experience within healthcare
- Manufacturing
- Ability to follow instructions
- Patient scheduling via online systems
- Office management
- SAP Medical Terminology
- Windows
- Picking & packing
- Medical terminology
- Manual patient registration
- Health insurance verification via electronic systems
- Payroll management
- Communication skills
- Leadership
- Sales
- Accounting
- Microsoft Outlook
- Shipping & receiving
- Managing healthcare administrative teams - Largest healthcare administrative team managed (6-10 team members)
- Medical administrative support - Medical administrative support experience (3-5 years)
- Food preparation
- NextGen
- Handling patient inquiries
- Mobile devices
Languages
English
Native or Bilingual
Timeline
Patient Services Representative - Allina Health
10.2025 - Current
Patient Services Coordinator - Trinity Health
08.2023 - 06.2025
Administrative Assistant - The Andersons Inc
09.2015 - 08.2020
Safety Coordinator - Express Temps/Wess Inc
04.2015 - 07.2015
Customer Sales and Service Representative - Applied Industrial Technologies
12.2013 - 09.2014
Customer Service Representative - United LP - North Iowa Coop
06.2010 - 12.2013
File Clerk/Data Entry - Express Temp Services
11.2008 - 05.2009
Client Transaction Technician - Principal Financial
10.2007 - 05.2008
Parts Inventory Clerk - NMC-Two Rivers Lift & Equipment
11.2002 - 05.2007
North Hennepin Community College - High school diploma or GED,
Robbinsdale Armstrong High School - High School Diploma,