Lauren Austin
Katy,TX
Summary
Friendly and compassionate patient support specialist experienced in telehealth services. Successfully guided patients through access and insurance challenges, achieving exceptional satisfaction and compliance metrics. Proficient in advocating for patients and collaborating effectively with cross functional teams. Recognized for calmness in high-pressure situations and innovative problem-solving that elevates patient care.
Overview
5
5
years of professional experience
Work History
Patient Support Specialist
NexRep LLC (AbbVie)
Remote
12.2024 - Current
- Earned promotion to Special Operations within six months to enhance metrics and uphold policy standards
- Execute outreach initiatives for AbbVie’s specialty drug programs, enhancing rapport and resource sharing
- Educate patients on available assistance options and savings resources
- Maintain top audit and compliance scores of 97.5% through high-volume patient outreach and follow-up calls
- Manage scheduling and confirmed patient appointments efficiently to optimize workflow
- Document patient progress and adverse events daily to ensure accurate records
- Navigate patients through intricate program requirements, enhancing access
Assistant Manager of Guest Services
Mid-Century Modern
Houston, US
09.2022 - 09.2024
- Resolved guest escalations, sales issues, website errors, and refund requests with accurate solutions
- Collaborated with inventory, marketing, and sales teams to ensure operational efficiency
- Trained sales staff on customer service protocols to enhance performance
- Coordinated daily routines to improve guest satisfaction and service delivery
- Developed spreadsheets of staff schedules to guarantee adequate coverage during peak hours
Shift Lead
Darden Restaurants
Houston, US
09.2020 - 07.2022
- Progressed from no prior employment experience to shift lead within one year
- Delivered high-quality guest service consistently in a dynamic, fast-paced setting
- Conducted training for new serving staff on established standards and protocols
- Addressed customer inquiries promptly, effectively resolving complaints and issues
Education
Certificate - Business
Houston Community College
05.2024
Skills
- Salesforce and Power BI
- EMR/EHR systems
- Healthcare operations knowledge
- Microsoft Office Suite proficiency
- KPI tracking and reporting
- Open enrollment management
- Patient access support
- Specialty drug assistance programs
- Co-pay, savings, and rebate programs
- Data-driven decision making
- Medical documentation standards
- Compliance and quality assurance
- Prior authorization and benefit verification
- Patient education resources
- Adobe and Zoom communication
- Medical terminology knowledge
- Workflow optimization strategies
- Call center and telehealth platforms
- Empathetic communication skills
- Active listening skills
- Creative problem solving
- Receptive to feedback and continuous improvement
- Quick learner of new systems and workflows
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Patient Support Specialist
NexRep LLC (AbbVie)
12.2024 - Current
Assistant Manager of Guest Services
Mid-Century Modern
09.2022 - 09.2024
Shift Lead
Darden Restaurants
09.2020 - 07.2022
Certificate - Business
Houston Community College
Remote Equipment
Windows 11, dual monitors, wired Xfinity internet, wired computer accessories.
Seeking Remote Opportunities for:
Patient Support Ambassador-Healthcare Operations-Medical Documentation
References
References available upon request
Remote Equipment
Windows 11, dual monitors, wired Xfinity internet, wired computer accessories