Summary
Work History
Education
Skills
CPSS Certified
Timeline
Volunteer

Lauren Jones

Leesburg,FL

Summary

A customer service driven, highly organized and reliable Office Manager with over 22 years of experience in customer service. Recognized for exceptional customer service and strong problem-solving abilities. Utilizes organizational and leadership skills to maintain efficiency and support team productivity. Looking for a new role where hard work and dedication will be valued.

Work History

Regional Office Manager

Lake Eye Associates
Leesburg, FL
06.2022 - 01.2025
  • Directed and supervised a team of clinic and front office employees in daily operations across five locations.
  • Determined staffing requirements for five locations. Responsible for interviewing, hiring and training for new hires.
  • Managed staff scheduling, payroll, and performance evaluations.
  • Mentored, coached, evaluated, and terminated staff as necessary.
  • Managed staff absences by coordinating coverage, and ensuring operational continuity during call-outs.
  • Assisted with office tasks during busy periods, and staff absences.
  • Developed a streamlined process for the staff to prioritize daily tasks.
  • Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
  • Implemented a streamlined process to manage office supply orders for all five locations.
  • Resolved customer complaints quickly and effectively.
  • Recognized by management and physicians for providing exceptional customer service.

PCR Supervisor/Trainer

Lake Eye Associates
Leesburg, FL
04.2016 - 06.2022
  • Directed and supervised a team of front office employees in daily operations.
  • Determined staffing requirements for five locations. Responsible for interviewing, hiring and training for new hires.
  • Managed staff scheduling, payroll, and performance evaluations.
  • Mentored, coached, evaluated, and terminated staff as necessary.
  • Managed staff absences by coordinating coverage, and ensuring operational continuity during call-outs.
  • Resolved customer complaints in a timely manner, while ensuring customer satisfaction.
  • Assisted with office tasks during busy periods, and staff absences.
  • Trained new employees on company policies and procedures, job responsibilities, and performance expectations.
  • Developed and identified training needs among staff members, and conducted training sessions where necessary.
  • Collaborated with other department supervisors to coordinate workflow processes between teams.
  • Maintained a positive working relationship with fellow staff and management.

Patient Care Representative

Lake Eye Associates
Leebsurg, FL
09.2013 - 04.2016
  • Greeted patients upon arrival, and maintained a clean reception area.
  • Verified patients' insurance and payment methods during admissions or check-in processes.
  • Managed the patient check-in process, ensuring accurate data entry of personal and insurance information.
  • Scanned completed forms, identification, and insurance cards, maintaining the patient documents folder.
  • Organized and maintained records by updating and obtaining both personal and financial information from patients.
  • Processed requests for medical records.
  • Handled a high volume of incoming calls, providing exceptional customer service to patients and their families.
  • Provided assistance with general inquiries from patients.
  • Scheduled and confirmed appointments with patients.
  • Accessed patient information through various software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations.
  • Communicated financial obligations to patients, and collected fees at the time of service.
  • Assisted with scheduling follow-up appointments according to provider availability.

Education

High School Diploma -

Leesburg High School
Leesburg, FL
05-2003

Skills

  • Exceptional Customer service
  • Professional demeanor
  • Reliability
  • Phone Etiquette
  • Problem solving
  • Organizational skills
  • Insurance knowledge
  • Staff development
  • Team collaboration
  • Employee scheduling
  • Timecard accuracy
  • Microsoft Office
  • Excel

CPSS Certified

Valid until March 2027

Timeline

Regional Office Manager

Lake Eye Associates
06.2022 - 01.2025

PCR Supervisor/Trainer

Lake Eye Associates
04.2016 - 06.2022

Patient Care Representative

Lake Eye Associates
09.2013 - 04.2016

High School Diploma -

Leesburg High School

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Lauren Jones