LAURA ERTEL
Wilmington,NC
Summary
Results-oriented healthcare leader with over six years of experience supporting Neurology and Pain Management providers in high-volume specialty practices. Proven success building relationships with physicians, patients, pharmaceutical representatives, and cross-functional healthcare teams. Experienced in specialty medications, prior authorizations, patient education, and navigating payer requirements to improve treatment access and outcomes. Recognized for strong communication skills, leadership, and the ability to drive operational efficiency while delivering exceptional customer experiences.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Managing Team Lead/Lead Certified Medical Assistant
Wilmington Health
Wilmington, USA
01.2019 - Current
- Coordinated patient care with Neurology providers, enhancing clinical documentation, medication management, and patient education.
- Previously worked in Pain Management for approximately 4 years with extensive procedure room experience assisting physicians during interventional pain procedures.
- Assisted with neuromodulation-related procedures and supported patients through treatment preparation and follow-up care.
- Facilitated insurance prior authorizations and liaised with insurance providers to secure timely patient access to treatment.
- Maintain accurate EMR documentation while ensuring strict HIPAA compliance.
- Streamlined patient flow and optimized provider workflow in high-volume specialty clinics.
Customer Service Representative
Capital Ford
01.2009 - 01.2015
- Handled high-volume customer interactions with professionalism and attention to detail, ensuring seamless service delivery.
- Cultivated customer relationships through effective communication and problem-solving, enhancing overall satisfaction.
- Developed and implemented training for new employees on customer service standards and communication strategies, improving team readiness.
Education
B.S. - Healthcare Management
North Carolina Wesleyan College
NCA.S. - Medical Assisting
Cape Fear Community College
Wilmington, NCSkills
- Relationship Building
- Territory Support
- Provider Engagement
- Pharmaceutical Representative Collaboration
- Consultative Communication
- Customer Relationship Management
- Team Leadership
- Problem Solving
- Results-Oriented
- Cross-Functional Collaboration
Certification
- Certified Medical Assistant (AAMA)
- IV Certification
- HIPAA Compliance
Timeline
Managing Team Lead/Lead Certified Medical Assistant
Wilmington Health
01.2019 - Current
Customer Service Representative
Capital Ford
01.2009 - 01.2015
B.S. - Healthcare Management
North Carolina Wesleyan College
A.S. - Medical Assisting
Cape Fear Community College