Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
Generic

TORIE M. LAMM

Jefferson,MD

Summary

Over three (8) years of experience in the field of Customer Service with a comprehensive knowledge of communications, principles, policies, regulations, and processes. Possess the ability to work independently and as a team player, multitask and prioritize diverse tasks; apply time management concepts and techniques; analyze complex information, draw logical conclusions, and make recommendations. Developed, mentored, and coached staff to convert ineffective work methods and processes which transformed a diverse group of people into a high performing self-managed work team.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Patient Coordinator

Frederick Primary Care Associates
Frederick, MD
06.2022 - Current
  • Managed medical records by filing documents into appropriate folders according to established protocols.
  • Maintained inventory of medical supplies and equipment used in providing patient care.
  • Processed referrals from primary care providers for specialist consultations or treatments.
  • Coordinated patient appointments and maintained appointment schedule.
  • Coordinated follow-up care for discharged patients and monitored progress towards recovery goals.
  • Provided support to patients regarding insurance coverage, payment plans, and other financial matters.
  • Prepared patient charts prior to visits as well as updated records after each visit.
  • Developed and implemented patient intake forms to ensure accurate information was collected.
  • Passionately focused on providing care and assistance to patients during times of illness or injury.
  • Pulled patient files and verified insurance before patient's appointment.
  • Coordinated care for patients, oversaw admission processes and managed patient flows.
  • Collected patient data and documented records of health condition, hospitalizations and lifestyle patterns.
  • Mentored new hires, including explaining Office policies, procedures, and practices.
  • Monitored compliance with HIPAA regulations regarding confidentiality of patient information.
  • Ensured all paperwork related to patient care was completed accurately and timely.
  • Reviewed patient accounts on a regular basis to ensure accuracy of billing data.
  • Answered incoming calls from patients, providers, and insurance companies in a courteous manner.
  • Assured regulatory compliance and professionalism across patient service.
  • Demonstrated flexibility during changes to patient care practice.
  • Provided administrative support for patient care staff.
  • Communicated with patients to ensure quality of care and develop care plans.
  • Troubleshot and resolved complex customer service issues to enhance patient and family experience.

Receptionist

Belly Rubs Pet Care
Ashburn, VA
02.2022 - 05.2022
  • Processed customer payments using cash registers or point-of-sale terminals according to company policies and procedures.
  • Maintained an organized filing system of confidential client information in accordance with company policy.
  • Managed all incoming mail distribution, courier services, faxes, and photocopying documents as requested.
  • Performed data entry tasks into various computer systems accurately and promptly.
  • Greeted visitors and provided them with assistance.
  • Monitored office supplies inventory and placed orders when necessary.
  • Maintained a neat reception area by organizing materials and tidying up furniture.
  • Answered incoming calls, took messages, and transferred calls to appropriate departments or personnel.
  • Assisted with special projects assigned by management when required.
  • Provided excellent customer service at all times while interacting with both internal and external customers.
  • Provided administrative support to staff members including typing letters, filing documents, and scanning and copying documents when necessary.
  • Responded to inquiries from internal staff members regarding office operations.
  • Scheduled appointments for clients, customers, and other visitors.

Fast Team Member

Tractor Supply Company
Jefferson, MD
09.2021 - 01.2022
  • Worked hard to learn required tasks quickly to maximize performance.
  • Contributed to team safety and productivity by removing safety hazards and keeping areas neat and well-stocked.
  • Organized inventory shelves for easy access and maintenance of stock levels.
  • Created detailed reports outlining project progress and results achieved.
  • Performed opening and closing duties such as setting up displays, restocking items, and cleaning the sales floor.
  • Received, processed, and stocked merchandise in accordance with store policies.
  • Maintained a clean and organized work area throughout shift.
  • Assisted customers with product selection and ordering process.
  • Developed positive customer relationships through friendly greeting and excellent service.
  • Replenished low inventory levels from backstock areas using scanning equipment.
  • Updated price tags based on current promotions or discounts offered by the store.
  • Built displays for new products and promotional materials.
  • Received and unpacked shipments, verified contents against invoices, and stocked shelves accordingly.
  • Conducted regular shelf-facing activities to maintain a neat appearance in the store's aisles.
  • Organized backroom storage areas to ensure efficient product retrieval.

Telecommunications

Department of Homeland Security/Federal Protective Service (Census Bureau- Suitland, MD)
Suitland, MD
11.2020 - 09.2021
  • Responsible for monitoring and responding to alarms such as, Duress/ Panic, Burglary, Fire Alarms, and Communication Failures signals through the Security Information System (SIS)
  • Responsible for verifying account information to complete test mode request for customers
  • Interact with customers and Operation Center staff to resolve problems and system malfunctions
  • Assist the public with reports of suspicious activity (See Something, Say Something) Attacks, Assaults, Traffic, etc
  • Which include making the proper notifications to the appropriate local Police Departments
  • (State Police, Animal Control, Metro Transit, D-DOT)
  • Process all telephone calls received through the Operation Center as quickly and efficiently as possible, while maintaining a professional decorum and following all designated procedures
  • Responsible for tracking officers state to state travels for training, deployments, and special operations
  • Provide Customer Service experience to ensure all customer issues have been properly addressed
  • Assist Federal/Contract employees in emergency and non-emergency incidents
  • (Lost Articles, Medical Emergencies, Theft, Damage to Personal/Government Property, etc.)
  • Keep additional detailed logs to maintain accurate records of alarm use, ensure officer safety, and allow for precise and efficient communications among coworkers
  • Log all calls in database including required details of each call
  • Directing calls
  • Keep additional detailed logs to maintain accurate records of alarm use, ensure officer safety, and allow for precise and efficient communications among coworkers.
  • Responded quickly to emergency situations involving telecommunications systems malfunctions or outages.
  • Assisted in developing emergency response plans related to telecommunications outages.

Store Associate

Tractor Supply Company
Jefferson , MD
11.2019 - 11.2020
  • Processed sales transactions accurately and efficiently at the cash register.
  • Provided cash register operations and handled customer payments.
  • Utilized computer systems for order entry, tracking, invoicing and other related tasks.
  • Stocked shelves with merchandise and maintained inventory levels.
  • Organized promotional displays throughout the store in accordance with corporate guidelines.
  • Performed daily opening and closing procedures for store operation.
  • Operated scanning equipment for price checks and stock replenishment.
  • Answered telephone to give callers store information and look up order details.
  • Counted cash, made change, and stored coupons to keep organized and balanced cash register drawer.
  • Processed merchandise returns and exchanges for customers to refund payments, trade items, and offer store credit.
  • Assisted customers with product selection, pricing and availability.
  • Assisted customers with product selection based on their needs and preferences.
  • Maintained store cleanliness by sweeping floors, dusting shelves, and removing trash.
  • Assisted with loading and unloading deliveries from vendors.
  • Addressed customer complaints in a professional manner.

Kennel Assistant

Skylos Sports Medicine
Frederick, MD
01.2019 - 11.2019
  • Administered first aid treatment when necessary in case of emergencies until veterinarian assistance arrived.
  • Cleaned and sanitized kennels, cages, runs, and yards to maintain a safe and healthy environment for the animals.
  • Inspected kennels regularly for signs of damage or pest infestation issues.
  • Organized daily feeding schedule and ensured that all animals were fed according to their dietary needs.
  • Provided emotional support to distressed or anxious pets through positive reinforcement techniques such as talking calmly or petting gently.
  • Monitored animal health by observing behaviors and physical conditions, administering medications as prescribed by veterinarians, and alerting veterinary staff of any changes or concerns.
  • Managed inventory of food supplies, bedding materials, toys, medication supplies.
  • Exercised animals on a regular basis in order to keep them physically fit and mentally stimulated.
  • Enforced safety protocols within the facility such as wearing protective gear while handling certain types of animals.
  • Stayed on top of laundry, sweeping and disinfection protocols.
  • Monitored safety of every animal to prevent injuries from other animals or environmental hazards.
  • Walked animals outside to avoid accidents in play areas or bedding.
  • Washed and disinfected animals' food and water bowls each day.
  • Moved animals from kennel area to exam area and alerted professionals.
  • Sanitized floors and other surfaces to provide sterile environment.

Grooming Assistant

Brunswick Grooming Spa
Brunswick, MD
02.2018 - 01.2019
  • Greeted customers warmly upon arrival, answered questions about services offered, and provided customer service support when needed.
  • Kept accurate records of services provided to each pet in order to track progress over time.
  • Helped maintain inventory levels by restocking shelves with necessary supplies at the end of each day.
  • Adhered to all local laws pertaining to proper handling of animals while providing grooming services.
  • Observed behaviors exhibited by pets throughout their stay at the facility in order to identify any signs of distress or discomfort.
  • Scheduled appointments for clients via phone or email communication.
  • Reported any potential medical problems discovered during grooming sessions promptly to management staff.
  • Inspected equipment regularly to make sure it is functioning properly and safely.
  • Organized materials needed for each appointment efficiently so they are easily accessible during the grooming session.
  • Maintained a clean work environment by sweeping, mopping, and disposing of pet waste appropriately.
  • Bathed large number of animals during each shift.
  • Assisted groomers with daily grooming activities such as bathing, brushing, and trimming of pets.

Store Associate

Tractor Supply Company
Jefferson, MD
11.2017 - 10.2018
  • Assisted customers with product selection based on their needs and preferences.
  • Maintained store cleanliness by sweeping floors, dusting shelves, and removing trash.
  • Assisted with loading and unloading deliveries from vendors.
  • Addressed customer complaints in a professional manner.
  • Processed sales transactions accurately and efficiently at the cash register.
  • Maintained knowledge of current promotions, policies concerning payment and exchanges.
  • Utilized computer systems for order entry, tracking, invoicing and other related tasks.
  • Identified problems or discrepancies in inventory levels and notified supervisor accordingly.
  • Assigned duties such as restocking shelves or cleaning work areas to team members.
  • Organized promotional displays throughout the store in accordance with corporate guidelines.
  • Demonstrated excellent customer service skills at all times.
  • Answered incoming calls regarding product inquiries or orders.
  • Counted cash, made change, and stored coupons to keep organized and balanced cash register drawer.
  • Followed loss prevention guidelines to deter theft.

Education

High School Diploma -

Brunswick High School
Brunswick, MD
05-2018

Skills

  • Electronic Records Management
  • Insurance Verification
  • Office Administration
  • Patient Care and Education
  • Appointment Scheduling
  • Payment Collection
  • Medical Data Collection
  • HIPAA Compliance
  • Relationship Building
  • Patient Safety
  • Care Planning
  • Medical Terminology
  • Customer Service
  • Documentation
  • Scheduling
  • Continuous Improvement
  • Data Entry
  • Critical thinker
  • Communication Equipment Operation

Certification

  • FEMA Courses- (National Response Framework)
  • FEMA- (National Incident Management Systems)
  • FEMA- (ISC for Single Resource and Initial Action Incident)
  • FEMA- (Incident Command System (ICS100) for law Enforcement)
  • DHS- HQ IT Security Awareness and Rules of Behavior
  • Cyber Awareness Intelligence Community
  • Cybersecurity Awareness Training CSAT

References

Available Upon Request

Timeline

Patient Coordinator

Frederick Primary Care Associates
06.2022 - Current

Receptionist

Belly Rubs Pet Care
02.2022 - 05.2022

Fast Team Member

Tractor Supply Company
09.2021 - 01.2022

Telecommunications

Department of Homeland Security/Federal Protective Service (Census Bureau- Suitland, MD)
11.2020 - 09.2021

Store Associate

Tractor Supply Company
11.2019 - 11.2020

Kennel Assistant

Skylos Sports Medicine
01.2019 - 11.2019

Grooming Assistant

Brunswick Grooming Spa
02.2018 - 01.2019

Store Associate

Tractor Supply Company
11.2017 - 10.2018

High School Diploma -

Brunswick High School
  • FEMA Courses- (National Response Framework)
  • FEMA- (National Incident Management Systems)
  • FEMA- (ISC for Single Resource and Initial Action Incident)
  • FEMA- (Incident Command System (ICS100) for law Enforcement)
  • DHS- HQ IT Security Awareness and Rules of Behavior
  • Cyber Awareness Intelligence Community
  • Cybersecurity Awareness Training CSAT
TORIE M. LAMM