Laura Woloszyn
Cape Coral,FL
Summary
Recent relocation to Cape Coral, Florida, actively seeking part-time or full-time employment opportunities to apply exceptional customer service skills and enhance the overall consumer experience. Known for personable and compassionate nature, deeply committed to delivering excellence in customer service and administrative support. Expertise in service recovery, data entry, complaint management, insurance verification, payment posting, and medical reception and scheduling.
Overview
24
24
years of professional experience
Work History
Medical Social Worker
Blue Ridge Hospice
03.2024 - 08.2024
- Conduct comprehensive psychosocial assessments
- Provided Hospice education, available resources and emotional support for patient and family
- Conducted in-home visits to provide supportive services.
- Maintained detailed records of patient progress, documentation of services and case notes.
- Participated in interdisciplinary care conferences to discuss patient care plans and referrals.
- Assisted patients in accessing housing, financial assistance and other community resources.
Front Office Manager
Carient Heart & Vascular
05.2023 - 02.2024
- Manager for 20 direct reports including Medical Receptionists, Medical Records and Schedulers
- Responsible for day to day operations such as check in/check out, scheduling appointments, payroll, claim edits, and insurance referrals.
- Created and managed electronic patient records, encompassing data entry and administrative functions related to insurance, billing, and accounts receivable.
- Identified opportunities to streamline processes and improve office operations and efficiency.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Patient Advocate/Risk Management Department
Valley Health System
01.2022 - 05.2023
- Facilitated patient/family/inter-disciplinary care team meetings
- Entered details into computer systems and managed database of information.
- Facilitated communication between patients, families and healthcare providers to support comprehension.
- Advocated for patient rights and access to support resources in healthcare settings.
- Provided training for staff, physicians, and leaders in customer service and deescalation techniques.
- Responded to patient concerns and questions with compassionate and knowledgeable service.
Patient Relations Representative
Inova Health System
11.2016 - 12.2021
- Received and responded to all patient and family complaints and grievances within Inova Fairfax Medical Campus and Inova Fairfax Schar Cancer Institute
- Specialized in customer service, service recovery, and deescalation techniques.
- Facilitated family meetings to discuss patient care plans and end of life decisions.
- Provided crisis intervention services to individuals facing medical, emotional and mental health challenges in hospital setting.
- Provided patient and family education on available resources and self-care strategies.
- Facilitated bi-monthly Grievance Committee
Front Office Manager
Carient Heart & Vascular
12.2007 - 11.2016
- Responsible for day to day operations, staff management, and improving front office accuracy.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Completed bi-weekly payroll for 15 employees.
- Coordinated office events, seminars and meetings for staff and clients.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Identified opportunities to streamline processes and improve office operations and efficiency.
- Created reports, presentations and other materials for executive staff.
- Improved office operations by automating client correspondence, record tracking and data communications.
Patient Relations Manager
Prince William Health System
05.2000 - 11.2007
- Began as the first Patient Relations Representative in the Emergency Room and promoted to Manager of the Patient Relations Department
- Received and responded to all patient complaints, grievances, concerns, and compliments
- Facilitated communication between patients and various departments and staff.
- Maintained HIPAA Confidentiality and updated electronic health systems to safeguard data.
- Assisted patients in understanding individual Patient's rights and responsibilities and advance directives
- Verified patient insurance, demographic, and health history to keep information current.
- Resolved problems, improved operations and provided exceptional service.
- Facilitated family meetings to discuss patient care plans and end of life decisions.
- Provided crisis intervention services to individuals facing medical, emotional and mental health challenges in hospital setting.
- Documented patient information and care activities in electronic health record.
- Assisted patients in accessing housing, financial assistance and other community resources.
Education
Bachelor of Science - Social Work
Radford University
Radford, VA01.1998
Bachelor of Science - Biology
Radford University
Radford, VA01.1995
Skills
- Positive and professional
- Records Management
- HIPAA/Confidentiality
- ICD-10
- Customer Service Excellence
- ADP Workforce Now/Payroll
- Epic, Allscripts, NextGen, Midas, RiskQual
- Insurance Authorization
- Picker/Packer
- Remote-Work from Home
- Retail-Sam Goody, Plan9 Records, BAM
- Office equipment proficiency
- Complaint resolution
- EMR / EHR
- Medical terminology proficiency
- Scheduling appointments
- Medical billing and coding
- Written and verbal communication
- Call Center
- Service Recovery
Accomplishments
- Achieved 98% insurance accuracy from focused Call Center and Front Office team project.
- Conflict Resolution - Responsible for handling customer complaints, accurately providing information to ensure resolution of complaints, grievances.
- Supervised team of 20 staff members in 7 office locations
- Awarded "Employee of the Year" in 2008 and 2009.
- EPIC and Allscripts SuperUser
Additional Information
Volunteer/Internship- Psychosocial Assessments for all clients entering Behavioral Health facility Lewis-Gale psychiatric hospital Roanoke, VA Volunteer for Domestic Violence/Shelter/Rape and Suicide Hotline.
Assessments
- Case management & social work, Proficient, 11/01/23, Determining client needs, providing support resources, and collaborating with clients and multidisciplinary teams
- Sales skills, Proficient, 11/01/23, Influencing and negotiating with customers
- Written communication, Proficient, 01/01/24, Best practices for writing, including grammar, style, clarity, and brevity
- Customer focus & orientation, Proficient, 01/01/24, Responding to customer situations with sensitivity
- Attention to detail, Proficient, 01/01/24, Identifying differences in materials, following instructions, and detecting details among distracting information
- Medical receptionist skills, Proficient, 12/01/23, Managing physician schedules and maintaining accurate patient records
- Retail customer service, Proficient, 01/01/24, Responding to customer situations in a retail setting
- Spreadsheets with Microsoft Excel, Proficient, 01/01/24, Knowledge of various Microsoft Excel features, functions, and formulas
- Scheduling, Proficient, 12/01/23, Cross-referencing agendas and itineraries to avoid scheduling conflicts
- Management & leadership skills: Impact & influence, Proficient, 12/01/23, Choosing the most effective strategy to inspire and influence others to meet business objectives
- Administrative assistant/receptionist, Proficient, 01/01/24, Using basic scheduling and organizational skills in an office setting
- Work style: Reliability, Proficient, 12/01/23, Tendency to be reliable, dependable, and act with integrity at work
- Office manager, Proficient, 01/01/24, Scheduling and budgeting
Affiliations
- NASW
- The Beryl Institute
Languages
English
Native or Bilingual
Spanish
Limited Working
Interests
I love nature, reading, and listening to music
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Part TimeFull TimeWork Location
RemoteOn-SiteHybridImportant To Me
Work-life balance401k matchCompany CultureSoftware
Epic
Microsoft Office
Midas
NextGen
Allscripts
RiskQual
Quote
Never ruin an apology with an excuse
Benjamin Franklin
Timeline
Medical Social Worker
Blue Ridge Hospice
03.2024 - 08.2024
Front Office Manager
Carient Heart & Vascular
05.2023 - 02.2024
Patient Advocate/Risk Management Department
Valley Health System
01.2022 - 05.2023
Patient Relations Representative
Inova Health System
11.2016 - 12.2021
Front Office Manager
Carient Heart & Vascular
12.2007 - 11.2016
Patient Relations Manager
Prince William Health System
05.2000 - 11.2007
Bachelor of Science - Social Work
Radford University
Bachelor of Science - Biology
Radford University
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