Lori Decosta
Southbridge,MA
Summary
Reliable and enthusiastic administrative offering 10 years of experience in efficient front desk management. Adept at prioritizing tasks, maintaining organization and optimizing workflow. Accustomed to balancing high-volume inquiries with administrative needs for 17-member staff. Motivated administrative support with understanding of customer relations and multi-line telephone systems. Positive and upbeat team player with exceptional clerical knowledge and hardworking mentality.
Motivated administrative support with understanding the processes, customer relations and multi-line telephone systems. Positive and upbeat team player with exceptional clerical knowledge and hardworking mentality.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Travel Advisor
Https://lalastravel.com/
Southbridge, United States
03.2021 - Current
- Booked transportation airline reservations, made hotel reservations, and collected payments to optimize trip planning.
- Contacted preferred suppliers for air, hotel and ground transportation to receive incentives, upgrades and other amenities for clients.
- Maintained operational proficiency in coordinating both international and domestic travel accommodations for customers, arranging for airfare as well as hotel and rental car reservations.
- Researched cruises, airfare options and sightseeing options to best meet client expectations.
- Provided travel brochures and publications to build relationships, drive more traffic and bookings, and showcase expertise.
- Referenced company contracts and rate desk to balance rate and revenue for client and company.
- Responded promptly to client calls and emails requesting new travel arrangements or changes to existing itineraries to provide optimal customer service.
- Leveraged travel industry connections to fulfill client vacation desires for cruise, resort and tour packages.
- Resolved travel problems, processed complaints, and issued refunds to maintain customer satisfaction.
- Collaborated with colleagues to implement best practices across department and exceed team goals.
- Developed loyal clientele base due to excellent listening and research skills and keen understanding of travel budgets.
- Monitored market trends and activities to maintain competitive rates and strategies, increasing net revenue.
- Responded to clients' questions, issues and complaints and implemented appropriate solutions.
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
Medical Office Manager
Associates In Urology Of Worcester
Worcester, MA
09.2020 - Current
- Assessed processes and procedures, complying with OSHA and HIPAA regulations.
- Leveraged patient feedback and performed continuous process improvements to streamline day-to-day business operations and patient satisfaction.
- Developed close working relationships with front office and back office staff.
- Oversaw day-to-day business and clinical activities by establishing goals, objectives, standards of performance and policies and procedures when managing and supervising 7 employees.
- Addressed and remedied all patient or team member issues.
- Implemented onboarding for new employees, which enabled each to effectively learn tasks and job duties.
- Communicated effectively with staff members, physicians and patients, employing active listening and interpersonal skills.
- Developed policies and procedures for effective practice management.
- Recommended ways to reduce overhead and cut printing costs, effectively saving practice money.
- Built relationships with physicians to create steady referral pipeline.
- Communicated effectively with staff members, physicians and patients, employing active listening and interpersonal skills
- Assisted with routine checks and diagnostic testing by collecting and processing specimens
- Directed patients to exam rooms, fielded questions and prepared for physician examinations
- Verified appropriate lab couriers picked up collected lab specimens
- Sanitized, restocked and organized exam rooms and medical equipment
- Prepared initial patient charts for admission
- Documented vital signs and health history for patients in clinic and hospital environments
- Collected and documented patient medical information such as blood pressure and weight
- Called and faxed pharmacies to submit prescriptions and refills
- Arranged surgeries with surgical center, confirming times with patients and preparing admission and consent forms
Practice Coordinator
St. Vincent Medical Group
Charlton, MA
06.2018 - 09.2020
- Communicated with patients, ensuring that medical information was kept private
- Created customized care plans, working with hospital staff and families to assess and meet individual needs
- Discussed medical histories with patients in effort to provide most effective medical advice
- Called insurance companies to get precertification and other benefits information on behalf of patients
- Worked with medical teams, patients and families to implement effective treatment plans
- Organized clinical documentation, treatment plans, and referrals
- Maintained excellent attendance record, consistently arriving to work on time
- Scheduled special tests for family practice and OB/GYN
- Managed over 50 patient phone calls per day.
Senior Administrative Assistant
UMass Memorial Health Care
Worcester , Ma
06.2015 - 06.2018
- Prepared and distributed team-based communications to foster collaboration and enhance team morale
- Conducted thorough research using diverse resources to assist professional staff with routine and special project tasks
- Delivered top-notch administrative support to office staff, promoting excellence in office operations
- Coached new employees on administrative procedures, company policies and performance standards
- Created and updated physical records and digital files to maintain current, accurate and compliant documentation
- Located, checked in and pulled medical records for patient appointments and incomplete charts
- Coordinated patient scheduling, check-in, check-out and payments for billing
- Successfully scheduled patient appointments and placed reminder calls to deliver exceptional customer experience
- Organized paperwork such as charts and reports for office and patient needs
- Documented patient medical information, case histories and insurance details to facilitate smooth appointments and payment processing
- Supported providers in outpatient medical office through coordinating all administrative operations
Special Needs Bus Driver
Merrimack Education Collaboration
Billerica , MA
09.2009 - 05.2015
- Obeyed federal, Massachusetts and local traffic laws and regulations to enable safe transportation outcomes for participants
- Transported passengers safely along prescribed routes according to tight schedules
- Adhered to scheduled routes and accomplished timely drop-offs and pick-ups to comply with preset route criteria
- Assisted passengers with disabilities and other physical issues in boarding and exiting bus to promote passenger safety
- Performed bus driving duties while keeping student safety in mind to maintain good safety record
- Operated bus and navigation equipment in alignment with company safety, DOT and local traffic standards and regulations
- Followed established routes with aid from maps and GPS-equipped devices to safely navigate high-traffic areas and adhere to preset schedules
- Maintained excellent attendance record, consistently arriving to work on time
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately
Administrative Assistant
Lahey Clinic Foundation
Burlington , MA
01.2001 - 09.2009
- Performed general office duties, including answering multi-line phones, routing calls and messages and greeting visitors
- Documented patient medical information, case histories and insurance details to facilitate smooth appointments and payment processing
- Organized paperwork such as charts and reports for office and patient needs
- Completed skilled administrative work to support all office staff and operational requirements
- Adhered to strict HIPAA guidelines at all times to protect patient privacy
- Responded to correspondence from insurance companies to verify patient's coverage
- Referred and screened patients to make best use of resources, triage staff and serve community members
- Coordinated patient scheduling, check-in, check-out and payments for billing
- Obtained payments from patients and scanned identification and insurance cards
- Promptly answered multi-line phone system and greeted callers enthusiastically
- Scheduled, rescheduled and handled cancelled appointments for patients
Education
GED -
Billerica Memorial High School
Billerica, MA06.1986
Skills
- Filing and data archiving
- Office administration
- Surgical Scheduling
- Customer and client relations
- Athena
- Multi-line phone proficiency
- Scheduling and calendar management
- Workflow planning
- Problem Solving
- Administrative Support
- Proficient in microsoft word
- Customer Service
- Staff Management
- Scheduling
- Meditech
- Client amenities
- Travel Arrangements
- Marketing
- Cultural awareness
- Hotel accommodations
- Travel insurance
- Travel research
- Itineraries
- Interpersonal communications
- Self-motivated professional
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of 17 staff members.
Certification
- First Aid/CPR Certified
- Lean certificate yellow and blue belt.
- CTA - Certified Travel Associate
Timeline
Travel Advisor
Https://lalastravel.com/
03.2021 - Current
Medical Office Manager
Associates In Urology Of Worcester
09.2020 - Current
Practice Coordinator
St. Vincent Medical Group
06.2018 - 09.2020
Senior Administrative Assistant
UMass Memorial Health Care
06.2015 - 06.2018
Special Needs Bus Driver
Merrimack Education Collaboration
09.2009 - 05.2015
Administrative Assistant
Lahey Clinic Foundation
01.2001 - 09.2009
GED -
Billerica Memorial High School
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