Lauren Nelson
Summary
Hardworking professional applies official coding conventions and rules established by American Medical Association and Centers for Medicare and Medicaid Services. Confident Medical Coder adheres to data confidentiality and privacy rules in all workflows and promotes dynamic interpersonal skills. Knowledgeable medical office professional talented at correcting and resubmitting claims, preparing patient charts and reviewing health records to identify proper diagnosis codes for billing. Offers background in reviewing, analyzing and managing medical record information to obtain prior authorizations from insurance companies and ensure payment. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
11
11
years of professional experience
Work History
Hostess
Texas Roadhouse
Columbia, MD
06.2021 - 11.2021
- Streamlined check-in process for large groups or events by implementing a pre-registration system.
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
- Contributed to positive guest experiences by providing personalized service and attention to special requests or preferences.
- Managed reservations efficiently to accommodate walk-in guests and reduce wait times.
- Provided patrons with estimated waiting times during peak service hours.
- Answered customer questions about hours, seating, and menu information.
- Trained new hostesses on customer service best practices and restaurant policies to maintain high standards of service.
- Maintained a clean and welcoming environment, ensuring the comfort of guests throughout their visit.
- Handled high-pressure situations with composure, effectively managing large parties or unexpected events during busy shifts.
- Enhanced customer satisfaction by promptly greeting and seating guests upon arrival.
- Demonstrated strong multitasking skills, balancing responsibilities such as answering phone calls, greeting guests, and updating reservation logs simultaneously.
- Completed daily side work and opening and closing duties without fail.
Customer Service Representative
Jackson Hewitt
Glen Burnie, MD
01.2021 - 04.2021
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Promptly responded to inquiries and requests from prospective customers.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Provided primary customer support to internal and external customers.
- Updated account information to maintain customer records.
- Investigated and resolved customer inquiries and complaints quickly.
- Cross-trained and provided backup support for organizational leadership.
Cashier
Bass Pro Shops
Hanover, MD
10.2017 - 03.2018
- Responded promptly to requests for assistance, spills and customer inquiries.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Maintained current knowledge of store promotions and highlighted sales to customers.
- Contributed to store success by maintaining high standards of cleanliness throughout the facility.
- Worked with floor team and managers to meet wide range of customer needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Handled cash with high accuracy and took care to check bills for fraud.
- Operated cash register to record transactions accurately and efficiently.
- Proactively addressed long lines by opening additional registers when necessary, enhancing customer experience.
- Addressed customer needs and made product recommendations to increase sales.
- Greeted customers entering store and responded promptly to customer needs.
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Performed cash, card and check transactions to complete customer purchases.
- Helped customers complete purchases, locate items, and join reward programs.
- Streamlined checkout process for increased efficiency and reduced waiting times.
Cashier
Carters Oshkosh
Hanover, MD
04.2017 - 09.2017
- Responded promptly to requests for assistance, spills and customer inquiries.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Set up new sales displays each week with fresh merchandise.
- Maintained current knowledge of store promotions and highlighted sales to customers.
- Contributed to store success by maintaining high standards of cleanliness throughout the facility.
- Worked flexible schedule and extra shifts to meet business needs.
- Stocked, tagged and displayed merchandise as required.
- Handled cash with high accuracy and took care to check bills for fraud.
- Operated cash register to record transactions accurately and efficiently.
- Promoted store promotions and incentive programs to increase overall sales revenue.
- Addressed customer needs and made product recommendations to increase sales.
- Greeted customers entering store and responded promptly to customer needs.
- Used POS system to enter orders, process payments and issue receipts.
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Performed cash, card and check transactions to complete customer purchases.
- Helped customers complete purchases, locate items, and join reward programs.
Customer Service Representative
The Y Of Central Maryland
Ellicott City, MD
09.2010 - 09.2013
- Answered constant flow of customer calls with minimal wait times.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Promptly responded to inquiries and requests from prospective customers.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Updated account information to maintain customer records.
- Investigated and resolved customer inquiries and complaints quickly.
- Handled customer inquiries and suggestions courteously and professionally.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained up-to-date knowledge of product and service changes.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
Education
Associate - Medical Billing And Coding
Ultimate Medical Academy - Clearwater
Clearwater, FL03.2024
High School Diploma -
Old Mill High School
Millersville, MD06.2008
Skills
- Medical terminology knowledge
- Customer Relationship Management (CRM)
- Information Security
- Medicare and Medicaid process
- Customer Relations
- CMS-1500 Billing Forms
- Scheduling
- Call triaging
- Remote Office Availability
- Data Management
- Phone Etiquette
- Calendar and Scheduling Software
Timeline
Hostess
Texas Roadhouse
06.2021 - 11.2021
Customer Service Representative
Jackson Hewitt
01.2021 - 04.2021
Cashier
Bass Pro Shops
10.2017 - 03.2018
Cashier
Carters Oshkosh
04.2017 - 09.2017
Customer Service Representative
The Y Of Central Maryland
09.2010 - 09.2013
Associate - Medical Billing And Coding
Ultimate Medical Academy - Clearwater
High School Diploma -
Old Mill High School