Summary
Overview
Work History
Education
Skills
Timeline
Generic

Lawrence Henry

Albuquerque

Summary

Adept at enhancing operational efficiency and financial management, I excelled at ABQ Drug Testing by streamlining office operations and implementing effective financial tracking systems. My expertise in Office Management and strong problem-solving skills led to significant improvements in workflow and customer satisfaction. Leveraging MS Office and exceptional organizational skills, I consistently delivered high-quality results, fostering a culture of excellence and innovation.

Overview

24
24
years of professional experience

Work History

Office Manager

ABQ Drug Testing
03.2020 - Current
  • Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
  • Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
  • Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
  • Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
  • Streamlined office operations by implementing efficient filing systems and organizational strategies.
  • Coordinated with IT department to upgrade office technology, enhancing overall efficiency and data security.
  • Handled sensitive employee and client information with utmost confidentiality, maintaining trust and integrity.
  • Resolved office disputes swiftly and equitably, maintaining harmonious workplace.
  • Streamlined document handling and processing, reducing turnaround time for client inquiries and requests.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
  • Leveraged data and analytics to make informed decisions and drive business improvements.
  • Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
  • Launched quality assurance practices for each phase of development

Customer Service Representative - Pharmacy Tech

Prime Therapeutics, LLC
01.2019 - 03.2020
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Responsible for processing, documenting and tracking complex insurance requests for prior authorizations, quantity exceptions and brand override for drugs and services.
  • Accurately enter prior authorization in claims system to ensure appropriate claims will adjudicate.
  • Manage work queue and volumes to meet client specific turnaround times.
  • Provide high quality of service to federal and commercial clients such as Medicare, Medicaid, BCBS, UHC, Cambia and Direct-To-Employers (DTE).

Medical Review Officer Assistant (MROA)

AB Staffing Solutions
07.2017 - 12.2018
  • Evaluated staff performance and provided coaching to address inefficiencies.
  • Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
  • Conducted regular reviews of operations and identified areas for improvement.
  • Educated staff on organizational mission and goals to help employees achieve success.
  • Generated reports detailing findings and recommendations.
  • Collected, arranged, and input information into database system.
  • Facilitated collaboration between departments, improving efficiency and effectiveness in handling cross-jurisdictional cases.
  • Ensured compliance with national and local laws through regular policy reviews and updates.
  • Enhanced officer safety with introduction of new protective gear and safety protocols.
  • Increased operational efficiency by conducting regular training sessions for department.
  • Delivered high-quality training programs, enhancing employee skill sets and contributing to professional development efforts.
  • Used problem solving skills to assist doctors and other medical departments to ensure patient quality and maintain patient HIPPA policies.
  • Collaborated with different government agencies and contractors to understand and provide exceptional Drug & Alcohol services.

Native American Case Management Liaison

Bernaillo Public Schools
10.2015 - 07.2017
  • Established effective communication channels between departments by organizing and facilitating cross-functional meetings.
  • Solved conflicts and addressed issues that occurred between other entities and business.
  • Acted as the liaison between upper management and staff members, promoting positive working relationships built on trust.
  • Successfully communicated with entities inside and outside of business.
  • Gathered, organized and input information into digital database.
  • Maintained database systems to track and analyze operational data.
  • Prepared fiscal year operating budget by gathering data, analyzing financial data and reviewing for accuracy.
  • Developed and analyze reports for administration, educational directors and tribal leaders.

Lead Technician

Quest Diagnostics
10.2011 - 07.2017
  • Planned, scheduled, and delegated daily work to team of employees.
  • Recognized as a top performer among peers due to outstanding productivity levels and commitment to excellence.
  • Conducted quality inspections of completed work, ensuring compliance with established standards and specifications.
  • Performed troubleshooting and diagnosis on malfunctioning equipment.
  • Completed preventive maintenance on machines to enhance production and maintain quality.
  • Liaised with internal departments to optimize productivity and efficiency.
  • Inspected, evaluated and calibrated electrical and mechanical systems and components.
  • Assisted with QA/QC procedures and protocols in laboratory with various federal agencies.
  • Part of Six Sigma Quality Team by trouble shooting all errors in NM from lab testing to billing.
  • Crossed trained in various departments such as specimen processing, logistics, phlebotomy and client services.

Lab Supervisor

TriCore Reference Laboratory
06.2007 - 10.2011
  • Provided technical guidance and support for complex testing procedures, improving overall staff competency.
  • Contributed to the continuous improvement initiatives within the department, promoting a culture of innovation and excellence.
  • Assisted in budget management by monitoring expenses and identifying cost-saving opportunities within the lab operations.
  • Conducted employee performance evaluations regularly, offering constructive feedback to promote growth.
  • Maintained/followed policies for JCAHo at UNM sites and CAP at Presbyterian Urgent Care sites.
  • Helped Tricore achieve CAP 15189Federal Certification in 2011.
  • Prepared monthly QA/QC for all lab sites to manager and director.
  • Assisted Program Administrator on writing QA/QC procedures and protocols in laboratory and drug administration program.
  • Ensure 100% compliance with all Federal healthcare regulations, policies and procedures.
  • Conducted CAP studies and performed daily/monthly quality control runs and biannual tests.

Lead Technician

Quest Diagnostics
06.2000 - 06.2007
  • Recognized as a top performer among peers due to outstanding productivity levels and commitment to excellence.
  • Oversaw daily operations of site and/or department.
  • Served as liaison between lab sites and hospital systems to ensure patient quality and regulations are maintained.
  • Manages and/or prepares responses to a wide variety of correspondences for the Medical Director, Laboratory Director and Regional Directors.
  • Part of NM Problem Resolutions Team that practiced Six Sigma guidelines to maintain patient quality of service.

Education

Associate of Science - Medical Laboratory Science

UNM-Gallup Campus
Gallup, NM
12.2005

High School Diploma -

Wingate High School
Ft. Wingate, NM
05.1991

Skills

  • Customer Service
  • Office Management
  • Organizational Skills
  • Office Administration
  • Training and Development
  • Financial Management
  • Negotiation and Conflict Resolution
  • Administration and Reporting
  • Managing Operations and Efficiency
  • Documentation And Reporting
  • Problem Resolution
  • Customer Relationship Management
  • MS Office
  • Scheduling and Coordinating
  • Computer Skills
  • Budget Administration
  • Regulatory Compliance
  • Performance Improvement
  • Budgeting expertise
  • Technical Support
  • Workforce Management
  • Policy Development
  • Project Management
  • Compliance Monitoring
  • Policy and procedure modification
  • Documentation expertise
  • Facility Management
  • Business Administration
  • Report Preparation
  • Financial Accounting
  • Staff Training
  • Team Supervision
  • Expense Reporting
  • Financial Tracking
  • Financial Reporting
  • Policy Implementation
  • Employee Training
  • Administrative Oversight
  • Operations Management
  • Staff Management
  • Bookkeeping
  • Payroll Processing
  • Billing
  • Clear oral/written communication
  • Customer Relations
  • Data Entry
  • Excellent multi-tasking ability

Timeline

Office Manager

ABQ Drug Testing
03.2020 - Current

Customer Service Representative - Pharmacy Tech

Prime Therapeutics, LLC
01.2019 - 03.2020

Medical Review Officer Assistant (MROA)

AB Staffing Solutions
07.2017 - 12.2018

Native American Case Management Liaison

Bernaillo Public Schools
10.2015 - 07.2017

Lead Technician

Quest Diagnostics
10.2011 - 07.2017

Lab Supervisor

TriCore Reference Laboratory
06.2007 - 10.2011

Lead Technician

Quest Diagnostics
06.2000 - 06.2007

Associate of Science - Medical Laboratory Science

UNM-Gallup Campus

High School Diploma -

Wingate High School

Similar Profiles

CREATE PROFILE
Lawrence Henry