Lauren Bollacker
Springfield,NE
Summary
Proven leader in healthcare and customer service settings, adept at HIPAA compliance and fostering team collaboration. At Midwest Eye Care, I streamlined billing processes and enhanced patient satisfaction through effective communication and problem-solving. Skilled in medical billing and staff training, my approach significantly improved operational efficiency and compliance standards. Experienced Office Management and Administration Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence.
Overview
15
15
years of professional experience
Work History
Lead Patient Accounts
Midwest Eye Care
08.2015 - Current
- Prepared reports detailing billing actions, flags and other key information.
- Reconciled statements with patient records.
- Posted payments and processed refunds.
- Monitored flags and resolved urgent items with accuracy and efficiency.
- Contacted patients after insurance was calculated to obtain payments.
- Worked with outside entities to resolve issues with billing, claims, and payments.
- Responded to patient, family and external payer inquiries.
- Electronically submitted bills according to compliance guidelines.
- Interceded between employees during arguments and diffused tense situations.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Monitored front areas so that questions could be promptly addressed.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Optimized organizational systems for payment collections, AP/AR, deposits, and recordkeeping.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
CNA
Nebraska Skilled Nursing And Rehab
01.2015 - 07.2015
- Assisted patients with daily living activities, promoting independence and dignity.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Enhanced patient satisfaction by providing compassionate and attentive care.
- Maintained confidentiality of patient information according to HIPAA guidelines while communicating effectively with team members about critical updates.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Utilized proper body mechanics and assistance devices when transferring patients, minimizing the risk of injury for both parties.
- Ensured prompt response to call lights, addressing patient needs in a timely manner.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Prevented bedsores by regularly repositioning patients and implementing proper wound care techniques.
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
- Implemented fall prevention measures by identifying high-risk patients and maintaining clutter-free environments around bedsides.
- Cared for residents in assisted living facility and delivered high-quality support to meet needs.
- Reduced patient stress levels through effective communication and active listening skills.
- Promoted infection control practices within the facility by adhering to strict hand hygiene procedures and utilizing personal protective equipment when necessary.
- Evaluated patients to identify and address wounds, behavioral concerns, and medically relevant symptoms.
- Assisted nursing staff with completing daily rounds, documenting vital signs and answering calls.
- Documented patient information and care activities in electronic health record.
- Helped patients with self-feeding and assisted feeding, based on individual needs.
- Facilitated personal hygiene management, feeding and ambulation.
Administrative Assistant
England Logistics
01.2014 - 12.2014
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Managed driver assignments, ensuring optimal use of resources while balancing workload and driver safety concerns.
- Streamlined communication between drivers, customers, and management to ensure timely deliveries.
- Negotiated rates with carriers to secure competitive pricing for clients without compromising service quality.
- Maintained open lines of communication between drivers, warehouse staff, and customers to ensure seamless coordination throughout the shipping process.
- Coordinated driver dispatch to accomplish daily delivery requirements.
- Worked closely with customers to effectively resolve issues and complaints.
- Delivered exceptional customer service to individuals contacting company's call center for support and assistance.
- Managed customer accounts and invoicing.
- Scheduled and organized delivery routes.
- Coordinated with drivers to facilitate efficient delivery routes and timely deliveries.
Waitress Trainer
Red Robin
03.2012 - 08.2013
- Developed strong communication skills by effectively conveying information between kitchen staff, management, and waitstaff.
- Improved customer satisfaction by providing exceptional service and addressing guest concerns promptly.
- Maintained consistent customer satisfaction rates through attentive listening skills and prompt issue resolution when necessary.
- Provided support during high volume periods by efficiently managing multiple tables simultaneously without compromising service quality.
- Promoted teamwork among staff members through collaboration efforts and fostering a positive work atmosphere.
- Assisted new hires in acclimating to the workplace by providing support, encouragement, and guidance throughout their training period.
- Implemented proper food handling procedures for a clean and safe dining environment, resulting in fewer customer complaints.
- Ensured smooth transitions between shifts by conducting thorough handovers with incoming waitstaff regarding ongoing table statuses or special requests from guests.
- Increased overall restaurant performance through comprehensive staff training on menu items, upselling techniques, and company policies.
- Reduced order errors by implementing standardized processes for communicating orders clearly between front-of-house and back-of-house teams.
- Enhanced team efficiency by organizing shift schedules, delegating tasks, and ensuring timely completion of responsibilities.
- Evaluated trainees'' progress and provided constructive feedback for improvement during regular check-ins and performance reviews.
- Maximized revenue potential by effectively suggesting daily specials or promotions to customers based on their preferences or dietary restrictions.
- Trained new team members on restaurant procedures, menu items, and performance strategies.
- Demonstrated strong knowledge of food and beverage service standards and led by example to instill in new servers.
Head Hostess
Old Chicago
11.2009 - 03.2012
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
- Documented reservations, alerted servers, and managers of large groups and prepared seating.
- Governed dining area with natural leadership talents and organizational strategies focused on balancing guest and business needs.
- Assigned work tasks and coordinated activities of dining room personnel to provide prompt and successful service to patrons.
- Monitored seating area and checked restrooms regularly to keep spotless.
- Took information about guests' party size, led to seating and offered menus.
- Worked with front of house staff to move tables and adjust seating to accommodate groups with special requests.
- Developed and maintained up-to-date knowledge of menu items and daily specials to accurately respond to customer queries.
- Trained new hostesses on customer service best practices and restaurant policies to maintain high standards of service.
- Relayed guest comments or suggestions to manager on duty for further action.
- Greeted customers warmly upon arrival and provided friendly and warm presence throughout dining experience.
Food Server
Walnut Grove Retirement Center
06.2009 - 11.2009
- Explained menu items and suggested appropriate options for food allergy concerns.
- Kept updated knowledge of menu and promotions, recommending specific items according to preferences and food allergies.
- Elevated customer satisfaction through followup and enthusiastic customer service.
- Cultivated warm relationships with regular customers.
- Followed food safety and sanitation guidelines to prevent foodborne illnesses and promote customer health and safety.
- Restocked supplies during downtime to continue meeting customer demand for products and services.
- Practiced good time management to deliver customers' prepared orders quickly and accurately.
- Pitched in with cleaning and closing tasks to keep restaurants running smoothly.
- Processed orders and sent to kitchen employees for preparation.
- Supervised dining table set-up to prepare for diversity of event types, following strict service standards.
Education
Associate of Science - Health Care Management
Bellevue University
Bellevue, NE05.2018
Associate of Applied Science - Health Care
Metropolitan Community College
Omaha, NE12.2017
High School Diploma -
Millard South High School
Omaha, NE05.2011
Skills
- HIPAA Compliance
- Collections experience
- Staff Training and Development
- Insurance Verification
- Payment Processing
- Analytical mindset
- HIPAA understanding
- Medical billing knowledge
- Patient Care
- Team Collaboration
- Verbal and written communication
- Medical Terminology
- Data entry proficiency
- Insurance Billing
- Follow-up skills
- Administrative Support
- Medical terminology knowledge
- Medical Billing
- Regulatory Compliance
Timeline
Lead Patient Accounts
Midwest Eye Care
08.2015 - Current
CNA
Nebraska Skilled Nursing And Rehab
01.2015 - 07.2015
Administrative Assistant
England Logistics
01.2014 - 12.2014
Waitress Trainer
Red Robin
03.2012 - 08.2013
Head Hostess
Old Chicago
11.2009 - 03.2012
Food Server
Walnut Grove Retirement Center
06.2009 - 11.2009
Associate of Science - Health Care Management
Bellevue University
Associate of Applied Science - Health Care
Metropolitan Community College
High School Diploma -
Millard South High School
Similar Profiles
Scott SumpterScott Sumpter
Purchasing Agent at Midwest Eye CarePurchasing Agent at Midwest Eye Care
Cassie BuchholzCassie Buchholz
Injection Insurance Specialist at Midwest Eye Care P.C.Injection Insurance Specialist at Midwest Eye Care P.C.
Carol BreuklanderCarol Breuklander
Certified Ophthalmic Technician at Midwest Eye InstituteCertified Ophthalmic Technician at Midwest Eye Institute