Lauren Turnbow
Mount Airy,MD
Summary
Dynamic Office Manager with over 10 years of experience in optimizing office operations and enhancing workplace efficiency. Proven track record in managing administrative functions, overseeing staff, and implementing effective policies that boost productivity while fostering a positive work environment. Exceptional skills in budget management and multitasking under pressure, combined with a strong aptitude for utilizing technology to streamline processes and improve team communication. Committed to supporting organizational goals and delivering outstanding service to both internal and external stakeholders. Ready to leverage extensive experience to contribute to a dynamic team and drive operational excellence.
Overview
12
12
years of professional experience
Work History
Office Manager
Metcalf Plumbing Service, LLC
08.2018 - Current
- Drove over 100% revenue growth since 2018 by modernizing operations, strengthening marketing, and improving customer experience.
- Oversaw daily office operations, ensuring efficient workflow, resource allocation, and continuous process improvement.
- Modernized scheduling systems, optimized technician routes, and reduced downtime through improved service coordination.
- Managed full-cycle bookkeeping, including AP/AR, billing accuracy, payroll processing, budget monitoring, and financial reconciliations.
- Led HR functions, including recruiting, interviewing, onboarding, training, policy development, benefits enrollment, and compliance management.
- Maintained all regulatory requirements, such as insurance renewals, license renewals, and health insurance enrollment.
- Directed purchasing and inventory management, maintaining optimal stock levels, reducing costs, and preventing shortages.
- Delivered high-quality customer service by managing incoming calls, resolving issues, and improving client satisfaction through feedback systems.
- Managed website content, social media marketing, email campaigns, digital content creation, and promotional contests/giveaways to boost brand visibility.
- Designed and maintained the company website, and enhanced digital marketing efforts, improving lead generation and online presence.
- Implemented standardized office procedures, filing systems, and organizational strategies to streamline operations.
- Coordinated meetings, office events, employee schedules, and administrative tasks to support a productive team environment.
- Improved workplace safety by ensuring compliance with emergency protocols, and conducting routine equipment and facility checks.
- Enhanced productivity by delegating tasks effectively, training new hires, and supporting a positive, efficient workplace culture.
Patient Coordinator
Tate Family Dentistry
11.2016 - 08.2018
- Answered incoming calls, providing exceptional patient service, and clear communication regarding appointments, treatment plans, and financial expectations.
- Scheduled and coordinated patient appointments, ensuring efficient provider calendars, and minimized wait times.
- Processed patient payments, managed daily collections, and maintained accurate financial records.
- Handled accounts receivable, monitored outstanding balances, and followed up to ensure timely payments.
- Handled patient insurance, including verification, claims submission, prior authorizations, and resolution of claim discrepancies.
- Assisted with treatment planning, presenting recommended care, cost estimates, and insurance coverage details to support informed patient decisions.
- Completed and managed patient financing applications, guiding patients through approval processes and explaining available payment plan options.
- Maintained accurate and HIPAA-compliant patient records, charts, and documentation to support seamless clinical operations.
Jr Office Manager
Smile Savers Dentistry
02.2014 - 11.2016
- Managed front desk operations to ensure professionalism in handling phone calls, emails, and walk-in inquiries.
- Trained new hires on office procedures, contributing to their smooth integration into the team.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Processed patient payments, managed daily collections, and maintained accurate financial records.
- Managed appointment scheduling and patient follow-ups to enhance office efficiency.
- Handled accounts receivable, monitored outstanding balances, and followed up to ensure timely payments.
- Handled patient insurance, including verification, claims submission, prior authorizations, and resolution of claim discrepancies.
- Assisted with treatment planning, presenting recommended care, cost estimates, and insurance coverage details to support informed patient decisions.
- Completed and managed patient financing applications, guiding patients through approval processes and explaining available payment plan options.
- Maintained accurate and HIPAA-compliant patient records, charts, and documentation to support seamless clinical operations.
Education
High School Diploma -
Lansdowne High School
Baltimore, MDAssociate of Applied Science - General Studies
Community College of Baltimore County
Catonsville, MDAssociate of Applied Science - Business Management
Frederick Community College
RemoteSkills
Office & Administrative:
Office management, administrative support, front desk operations, scheduling & calendar management, appointment coordination, document review, filing, workflow optimization, meeting & event planning, organizational skills, multitasking, attention to detail, phone etiquette, typing
Customer & Patient Services:
Customer service, conflict management, communication skills, patient coordination, insurance verification
Human Resources:
Human resources management, employee relations, staff hiring & orientation, employee training & supervision, benefits administration, workers’ compensation, policy implementation, team leadership, Home Base
Accounting & Finance:
Accounting, bookkeeping, journal entries, general ledger reconciliation, account reconciliation, accounts payable & receivable, bank reconciliation, payroll & payroll processing, budgeting, financial tracking, financial reporting, P&L reporting, expense reporting, QuickBooks, ADP
Software & Technical:
Excel, Word, PowerPoint, Outlook, Google Docs, Adobe Acrobat, Zoom, presentation tools, website management, technical proficiency, word processing, Dentrix, SoftDent, HouseCall Pro
Marketing & Content:
Digital marketing, social media marketing, email marketing, content creation, Canva, Loomly, editing, marketing strategy, business development, sales, pricing, Google Ads, Google LSA, Google My Business Profile, Facebook, Linkedin, Squarespace, Chat GPT,
Business Operations:
Business administration, inventory control, workflow and process management, Box Hero, Force Fleet Tracking, Samsara
Timeline
Office Manager
Metcalf Plumbing Service, LLC
08.2018 - Current
Patient Coordinator
Tate Family Dentistry
11.2016 - 08.2018
Jr Office Manager
Smile Savers Dentistry
02.2014 - 11.2016
High School Diploma -
Lansdowne High School
Associate of Applied Science - General Studies
Community College of Baltimore County
Associate of Applied Science - Business Management
Frederick Community College