Lauren Frullo
Vive Aesthetics & Wellness
Chatsworth,NJ
1
Certification
15
years of professional experience
Compassionate healthcare professional with over six years in medical and aesthetic practices, specializing in patient experience, healthcare administration, and clinical support. Expertise in building patient relationships, coordinating care, and enhancing operational efficiency in fast-paced environments. Strong collaborator with clinical teams and administrative staff, dedicated to optimizing patient satisfaction throughout the care process.
Work History
Patient Experience Team / Medical Assistant
5 Years 2 Months- Built strong relationships with patients from their initial inquiry through treatment and follow-up.
- Improved patient retention through personalized service, consistent communication, and proactive follow-up.
- Assisted with converting prospective patient leads into active patients through education, follow-up, and relationship building.
- Enhanced practice sales by identifying patient needs and educating patients on available services and treatment options.
- Collaborated with providers and clinical staff to ensure smooth, positive patient experiences.
- Successfully transitioned into the Medical Assistant department after nearly four years in Patient Experience, expanding responsibilities into direct clinical and patient care.
- Provided clinical and patient support in a fast-paced medical aesthetics and wellness practice.
- Roomed patients efficiently to prepare them for consultations and procedures. and assist providers throughout patient visits and procedures.
- Obtained and documented vital signs, including blood pressure and heart rate, to assist in patient assessments., including ECGs.
- Perform phlebotomy and process PRP using the EmCyte system.
- Prepare and mix neuromodulators and growth factors according to established practice protocols.
- Provided vitamin injections to patients as part of their treatment plans, adhering to safety standards. as directed by clinical protocols.
- Assist providers with procedures including neuromodulator treatments, dermal filler procedures, and laser treatments.
- Manage ordering of injectables and medical supplies, helping maintain appropriate inventory levels and ensure the clinical team has necessary supplies available.
- Process prior authorizations for patients receiving GLP-1 medications using CoverMyMeds.
- Communicate with patients throughout their treatment and help ensure they understand next steps and follow-up needs.
- Work closely with providers and other members of the clinical team to maintain a professional, compassionate patient experience.
Call Center Lead / Trainer / Marketing Coordinator
2 Years 7 Months- Began in the call center and advanced to Lead Call Center Agent within two months based on performance and ability to support the team.
- Handled high-volume patient calls, appointment-related communication, questions, and general patient concerns.
- Responded to patient complaints and worked to resolve concerns professionally and efficiently.
- Handled insurance verification and prior authorization responsibilities.
- Trained reception staff for South Jersey regional offices, enabling new team members to deliver consistent patient service and streamline office procedures.
- Managed insurance verification and prior authorization processes, ensuring timely patient access to services.
- Led marketing initiatives for multi-office dermatology practice with 25+ locations across New Jersey and Pennsylvania, enhancing brand visibility.
- Managed marketing content and communications for the practice and supported professional social media pages for providers.
- Worked independently while coordinating with providers, office staff, and leadership across multiple locations.
Licensed Massage Therapist / Clinical Support
8 Years- Supported Dr. John Kolonich in delivering patient care and managing office operations to ensure smooth workflow.
- Roomed patients and prepared them for appointments, enhancing patient experience and efficiency.
- Administered therapeutic massage treatments tailored to individual patient needs and provider directives.
- Assisted Dr. John Kolonich with daily patient care and office operations.
- Completed required patient documentation and maintained accurate treatment records.
- Developed strong patient communication and interpersonal skills through direct, one-on-one patient care.
Education
High School Diploma
Certified Massage Therapist - Therapeutic Massage
Skills
Clinical Team Support
Patient relations
Patient outreach
Patient intake
Appointment scheduling
Appointment coordination
Insurance Verification
Prior Authorizations
Complaint resolution
Phlebotomy
Vital Signs & ECGs
Platelet-Rich Plasma Processing
Medical Documentation
Clinical Documentation
Electronic Health Records
Prior Authorization Software
Practice Management Software
HIPAA compliance
HIPAA regulations
Supply Chain Management
Fast-paced multitasking
Office operations
Staff onboarding
Microsoft 365
Client relations
Appointment scheduling
Client relations
Certification
Licensed Massage Therapist – New Jersey, Additional clinical training and experience:, Phlebotomy, PRP Processing – EmCyte System, Vital Signs & ECGs, Clinical Procedure Assistance, Insurance Verification, Prior Authorizations, Patient Experience & Retention, Staff Training & Onboarding, Allergan Professional Training, Lifted Logic Training
Disclaimer
Dear Hiring Manager, I am excited to apply for the Patient Services Representative position with Cooper University Health Care. I bring over six years of experience in healthcare, with a background in patient experience, scheduling, insurance verification, prior authorizations, medical records, and clinical support. At Vive Aesthetics & Wellness, I started in Patient Experience and later transitioned into the Medical Assistant department. My experience includes patient communication and scheduling, patient retention, insurance and prior authorizations, clinical support, and working closely with providers and patients. I am also experienced with Zenoti, CoverMyMeds, Microsoft 365, and Google Docs. Previously, at Certified Dermatology, I advanced to Lead Call Center Agent within two months and later trained reception staff. I handled patient calls, scheduling, insurance verification, prior authorizations, patient concerns, and medical records using CareCloud and EMA. I take pride in providing patients with a positive and professional experience while staying organized and working effectively in a busy healthcare environment. I would welcome the opportunity to bring my experience and patient centered approach to Cooper University Health Care. Thank you for your consideration. I look forward to the opportunity to speak with you. Sincerely, Lauren Frullo
Timeline
Patient Experience Team / Medical Assistant
Vive Aesthetics & Wellness
08.2021 - CurrentRead More
Call Center Lead / Trainer / Marketing Coordinator
Certified Dermatology
03.2020 - 10.2022Read More
Licensed Massage Therapist / Clinical Support
Enhanced Chiropractic
01.2012 - 01.2020Read More
Cumberland Christian School
High School Diploma
Read More
Barberio School of Massage Therapy
Certified Massage Therapist from Therapeutic Massage
Read More