Trudi Lahn
Radford,VA
Summary
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.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Animal Care Technician
Fayette County Animal Control, New River Humane Society
01.2022 - 05.2022
- Maintains efficient organization & flow of equipment through assigned areas
- Cleans and sterilizes cages, equipment, supplies, rooms (primary and secondary enclosures)
- Changes cages, equipment, supplies, & rooms
- Operate equipment, use supplies, and perform all duties in accordance with safety guidelines
- Under minimal direction, performs caretaking duties involving specialized handling, feeding & general care of animals
- Solves complex animal caretaking problems using extensive knowledge & experience
- Provides training, mentoring & work direction to junior staff, assisting with problems as necessary
- Administered medications to animals in treatment and documented changes in condition.
- Cleaned and disinfected exam areas, surgical equipment, and kennels to prevent diseases and control odors.
- Restrained animals safely during exams and procedures.
- Educated caregivers and pet owners on animal care, nutrition, and disease management.
- Kept cages, kennels, play yards, and grooming areas neat and clean.
- Followed pet care instructions for dietary needs and medication regimens.
- Prepared and administered medications and treatments as prescribed by veterinarian.
- Monitored animals for behavioral problems and signs of health issues.
- Monitored animals for signs of disease, illness, or injury and communicated concerns to owners.
- Documented animals' weight, size and condition in computer system for review by senior staff.
- Monitored animal behavior and completed examinations to identify illnesses, injuries, or potential diseases.
- Supported animal wellbeing by caring for both physical and mental health needs through strategies such as regular exercise.
- Educated visitors and staff on proper animal care and handling.
- Washed, trimmed and brushed animals to maintain good grooming standards.
- Managed inventory, ordered new supplies and maintained optimal storage to meet expected needs.
- Assisted with development of animal behavior modification plans.
- Consulted with veterinarians to diagnose problems and administered prescribed treatments.
Customer Service Representative
Northwell Health
07.2019 - 05.2021
- Facilitate appointments, special requests, and address any patient concerns
- Documenting customer inquiries, needs, and complaints
- Responsible for a minimum 50 calls daily with 100% success rate
- Clinical call center responsibilities
- Using multiple different software programs simultaneously
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- 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.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer service orders promptly to increase customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Promptly responded to inquiries and requests from prospective customers.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Sought ways to improve processes and services provided.
- Developed and updated databases to handle customer data.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Increased efficiency and team productivity by promoting operational best practices.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Admitting Clerk
Northwell Health Syosset Hospital, Jericho Turnpike
02.2018 - 07.2019
- 516-496-6480
- Interviews patients to obtain all relevant demographics, insurance information and all required signatures
- Enters all pre-admission and admission information into the hospital systems
- Ensures all information is complete and accurate
- Collects any copayment for services rendered
- Explains hospital regulations to patients and answer all questions regarding their admission or hospital stay
- Preforms chart processing and reconciliation
- Also makes sure charts are complete and go with correct patient to designated area of hospital
- Directs or assists patients, family or visitors to designated department or as
- Registered patients for labs, surgeries and radiology.
- Verified patient details and insurance coverage and collected co-pays.
- Handled admission processes and discharge procedures to transfer patients from hospital to home care, extended facility and self-care plans.
- Arranged forms and charts for each patient.
- Calculated collectible amount due for procedures.
- Reviewed hospital schedule and confirmed arrival times.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Completed administrative patient intakes with case histories, insurance information and mandated forms.
- Conducted patient intake interviews, recording and documenting relevant information.
- Frequently double-checked patient histories and current information while scheduling follow-ups and other appointments.
- Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
- Organized and maintained patient chart filing system to promote quick data finding for staff.
- Registered and verified patient records before triage with most up-to-date information.
- Obtained payments from patients and scanned identification and insurance cards.
- Processed medical insurance claims and payments.
- Greeted visitors and initiated triage processes for clients to streamline patient flow.
- Assisted with medical coding and billing tasks.
- Managed office bookkeeping with insurance billing and patient payments.
Massage Therapist
Broadway Medical
09.2007 - 05.2018
- Specializing mostly in 30-minute medical massages, which involves both no-fault and worker's compensation injuries
- Following proper intake and treatment protocol
- Responsible for setting up room after each patient, as well as keeping detailed medical notes
- Developed and maintained positive relationships with clients through professional communication and follow-up to increase satisfactions and build rapport.
- Created comfortable and professional environment for clients by setting up massage tables and preparing treatment area.
- Provided safe, effective, and appropriate massage therapy techniques during customer appointments.
- Booked appointments, answered phones, greeted clients, handled payments, and created client service tickets.
- Assessed medical histories and conditions of clients to determine contraindications to massage services.
- Researched new techniques to stay up to date with trends and developments in massage therapy industry.
- Utilized deep tissue, Swedish and myofascial massage therapy techniques to provide options to customers.
- Demonstrated knowledge of anatomy and physiology to better understand body and inform massage techniques.
- Assisted clients in understanding benefits of massage therapy to provided education on self-care techniques.
- Offered aromatherapy, hot stones and cupping as part of massage treatments.
- Evaluated client conditions to recommend appropriate massage therapy methods.
- Maintained client treatment records and designed long-term care programs for return customers.
- Provided clear, concise instructions to clients to prepare for massage services.
- Collaborated with physical therapists and other medical professionals to provide holistic care.
- Registered and managed case files, detailed notes and progress on database to enable tracking history and maintain accurate records.
- Provided custom massage treatments to clients, tailored to individual needs and preferences.
- Educated clients on benefits of massage and recommended home care techniques.
- Assessed guest needs and identified muscle issues, medical conditions, and contraindications before beginning session.
- Administered Swedish, deep tissue and sports massage techniques.
- Maintained accurate and up-to-date client records.
- Prepared oils and lotions for massages.
- Researched new massage techniques and treatments.
- Performed aroma therapies and specialized relaxation techniques.
- Performed sanitization tasks to keep massage environment clean and safe.
- Developed customized massage programs to meet unique requirements.
- Assessed clients carefully to determine massage needs and potential problems due to individual physical conditions.
- Provided treatment for medical conditions and injuries through therapeutic massage.
- Utilized hot stones, aromatherapy and other therapeutic treatments.
- Worked with clients to ascertain medical history, potential issues, and areas needing support.
- Advised clients on lifestyle changes to improve alignment, posture, and gait for better long-term wellness.
- Analyzed postural assessments and range of motion.
- Advised clients on areas such as posture, at-home exercises and stretches.
- Established and implemented massage protocols and procedures.
- Assessed clients to determine appropriate massage techniques to apply.
- Collaborated with other healthcare professionals to develop treatment plans.
Health Flex Staff - Secretary
Northwell, Syosset Hospital Bariatric and Weight Management Center, Marcus Ave
05.2017 - 02.2018
- Worked in the Syosset Hospital Bariatric and Weight Management Center, the Great Neck and Glen Cove Orthopedic offices and now currently working in the Patient Access Service Center in Melville
- Work with various systems such as: Soarian, GECB, Allscripts, EMC, and Avaya
- Collect copays and posted past payments
- Processing copays and generate receipts
- Make new patient charts and filed if necessary
- Mailing documents or calling patients to schedule follow up appointments
- Returning emails and messages or relying them necessary individuals
- Schedule, change, and cancel appointments
- Assist patients with finding the appropriate doctors and making appointments or transferring them directly to practice
- Answering multiple lines
- Customer service to assist however I can help
- Everyday use of all Microsoft Programs, Insurance verification, and collect any payments necessary
- Scheduled appointments and conducted follow-up calls to clients.
- Maintained daily report documents, memos and invoices.
- Entered data into system and updated customer contacts with information to keep records current.
- Maintained office supplies inventory by checking stock and ordering new supplies.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Answered multi-line phone system and enthusiastically greeted callers.
- Created and updated records and files to maintain document compliance.
- Handled daily scheduling tasks and provided administrative support for entire department.
- Maintained electronic filing systems and categorized documents.
- Composed inter-office correspondence and provided product and service information to customers.
- Managed filing system, entered data and completed other clerical tasks.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Assisted coworkers and staff members with special tasks on daily basis.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
Chiropractic Assistant
Wholisitc Wellness Center
03.2013 - 02.2016
- Applying and removing heat to patients prior to adjustment
- Responsible for providing 10-minute medical massages including trigger point therapy and cranio-sacral release
- Performing various neck, shoulder, hip and leg stretches based on patient's needs
- Assisting chiropractor with any and all patient's muscle work needs
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Assisted chiropractor during patient exams to implement treatment plans quickly.
- Greeted incoming visitors warmly and directed patients to appropriate areas to keep office running smoothly.
- Performed electric muscle stimulation, massage, and mechanical traction.
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Learned and followed laws and HIPAA guidelines to keep office compliant with industry regulations.
- Educated patients by providing treatment option information and advice on self-care and injury prevention.
- Explained procedures to patients to reduce anxieties and increase patient cooperation.
- Collaborated with medical and administrative personnel to maintain patient-focused, engaging and compassionate environment.
- Helped improve patient outcomes by educating and advising on relevant treatments and care.
Massage Therapist
Massapequa Wellness Center
05.2007 - 04.2008
- Responsible for performing 30- and 60-minute massages
- Techniques required to perform were therapies, deep tissue, and medical
- Also responsible for keeping SOAP notes on each patient, as well as setting and cleaning up of room
- Developed and maintained positive relationships with clients through professional communication and follow-up to increase satisfactions and build rapport.
- Created comfortable and professional environment for clients by setting up massage tables and preparing treatment area.
- Provided safe, effective, and appropriate massage therapy techniques during customer appointments.
- Assessed medical histories and conditions of clients to determine contraindications to massage services.
- Utilized deep tissue, Swedish and myofascial massage therapy techniques to provide options to customers.
- Assisted clients in understanding benefits of massage therapy to provided education on self-care techniques.
- Evaluated client conditions to recommend appropriate massage therapy methods.
- Registered and managed case files, detailed notes and progress on database to enable tracking history and maintain accurate records.
- Collaborated with physical therapists and other medical professionals to provide holistic care.
- Educated clients on benefits of massage and recommended home care techniques.
- Assessed guest needs and identified muscle issues, medical conditions, and contraindications before beginning session.
- Developed customized massage programs to meet unique requirements.
- Analyzed postural assessments and range of motion.
- Collaborated with other healthcare professionals to develop treatment plans.
- Assessed clients to determine appropriate massage techniques to apply.
Massage Therapist
Healing Oasis
02.2006 - 03.2007
- Specializing mostly in therapeutic, pre-natal, oriental and deep tissue massage - 30, 60 and 90 minutes
- Responsible for setting up and cleaning of room and keeping notes on each client
- Developed and maintained positive relationships with clients through professional communication and follow-up to increase satisfactions and build rapport.
- Created comfortable and professional environment for clients by setting up massage tables and preparing treatment area.
- Provided safe, effective, and appropriate massage therapy techniques during customer appointments.
- Booked appointments, answered phones, greeted clients, handled payments, and created client service tickets.
- Assessed medical histories and conditions of clients to determine contraindications to massage services.
- Utilized deep tissue, Swedish and myofascial massage therapy techniques to provide options to customers.
- Demonstrated knowledge of anatomy and physiology to better understand body and inform massage techniques.
- Assisted clients in understanding benefits of massage therapy to provided education on self-care techniques.
- Evaluated client conditions to recommend appropriate massage therapy methods.
- Provided clear, concise instructions to clients to prepare for massage services.
- Assessed guest needs and identified muscle issues, medical conditions, and contraindications before beginning session.
- Administered Swedish, deep tissue and sports massage techniques.
- Prepared oils and lotions for massages.
- Worked with clients to ascertain medical history, potential issues, and areas needing support.
- Advised clients on lifestyle changes to improve alignment, posture, and gait for better long-term wellness.
- Assessed clients to determine appropriate massage techniques to apply.
Administrative Assistant
BIDE-A-WEE Pet Memorial Park
04.2004 - 03.2006
- Required to set up all memorial arrangements for customers
- Producing, sending out and entering yearly billings
- Responsible for producing invoices and processing payments
- Dealing with orders, customer service and any problems or complaints a customer could have
- Responsible for answering phones, filing and heavy data entry
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Executed record filing system to improve document organization and management.
- Scheduled office meetings and client appointments for staff teams.
- Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient.
- Created and maintained databases to track and record customer data.
- Processed customer orders accurately and within agreed timeframes to meet service standards.
- Managed filing system, entered data and completed other clerical tasks.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Assisted coworkers and staff members with special tasks on daily basis.
- Volunteered to help with special projects of varying degrees of complexity.
- Opened and properly distributed incoming mail to promote quicker response to client inquiries.
Head Beauty Advisor
CVS Pharmacy
10.2001 - 07.2004
- Required to up sell and promote current and past cosmetics
- Required to perform cashier duties as needed
- Responsible for keeping the cosmetic and skin care aisles neat, ordered, in stock and organize
- Setting up promotional displays throughout the aisle on a monthly basis
- Responsible for attending monthly seminars at various places on Long Island to learn about different make companies and their products
- Dealing with customer service, demos, product testing and customer complaints with the department
- Training new cosmeticians on makeup and skin care products, ordering, stocking, demonstrations, and customer service
- Responsible for doing entire cosmetic and skin care aisle planograms in multiple store locations throughout Long Island
- Ordering weekly and keeping track of product gains and losses
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Maintained counter and display areas for cleanliness and organization.
- Identified skin and hair needs of customers to provide assistance in choosing best products.
- Promoted additional products and services to increase sales numbers and revenue with diverse selection.
- Processed payments, entering sales in register for prompt customer service.
- Arranged merchandise to present visually appealing displays and attract clientele.
- Applied makeup and skincare products to customers following guidelines to enable testing of brand.
- Recommended specific hair and beauty products to meet individual customer needs.
- Developed in-depth product knowledge and kept up to date with latest trends in beauty to avail of resources and apply best practices.
- Met sales goals, supporting organizational health through consistent and reliable service.
- Trained new staff in product knowledge and customer service protocols.
- Helped clients achieve desired looks for daily wear and special events by designing makeup strategies for each scenario.
- Kept work areas, tools, and equipment clean and properly sanitized to minimize disease transfer and health risk of shared environment.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Listened to customer needs and desires to identify and recommend optimal products.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
- Managed efficient cash register operations.
- Maintained up-to-date knowledge of store sales, payment policies and security standards.
- Provided exceptional services and pleasant shopping experiences to retail customers.
- Created inviting environment for customers by maintaining store organization and cleanliness.
- Recommended complementary purchases to customers, increasing revenue.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Monitored customers for signs of security concerns and escalated issues to management.
Education
Patient Care Technician - Health Aide
Lighthouse Resource Center
Smithtown07.2015
Associates of Occupational Studies - Occupational Studies
Valley Stream Central High School
2003
High School Diploma -
NY College of Health Professions
Syosset, NY08.2006
Skills
- Trigger Point Therapy
- Healthcare Management
- Allscripts
- Phlebotomy
- Patient Care
- Insurance Verification
- EMR Systems
- Venipuncture
- Planograms
- Clerical Experience
- HIPAA
- Medical Billing
- Triage
- Sales
- Customer service
- Leadership
- Microsoft Excel, Word & Outlook
- Computer literacy
- Communication skills
- ICD coding
- Time management
- Proficient in Microsoft Office, Word, Excel, and Outlook
- Treatment Documentation
- Problem Identification
- Records Management
- Customer Service and Assistance
- Managing Paperwork
- Pet Handling
- Report Preparation
- Patient Records Maintenance
- Effective Customer Communication
- Physical Condition Monitoring
- Treatment Planning
- Information Collection and Recording
- Company Procedure Adherence
- Recordkeeping
- Animal Health Understanding
- Kind Customer Engagement
- Daily Logs
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets
- Achieved a successful company wide price change by completing 66,000 skus Excel spreadsheets with accuracy and efficiency.
- Achieved 4 out of 5 Trophy case awards at Northwell Health through effectively helping with enabling change, teamwork, patient focus, and developing one’s self.
Certification
- Licensed Massage Therapist - 02/2007
- Patient Care Technician Training - 07/2005
- Phlebotomy & EKG Training - 05/2005
Additional Information
First Aid and CPR Certified
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The way to get started is to quit talking and begin doing.
Walt Disney
Timeline
Animal Care Technician
Fayette County Animal Control, New River Humane Society
01.2022 - 05.2022
Customer Service Representative
Northwell Health
07.2019 - 05.2021
Admitting Clerk
Northwell Health Syosset Hospital, Jericho Turnpike
02.2018 - 07.2019
Health Flex Staff - Secretary
Northwell, Syosset Hospital Bariatric and Weight Management Center, Marcus Ave
05.2017 - 02.2018
Chiropractic Assistant
Wholisitc Wellness Center
03.2013 - 02.2016
Massage Therapist
Broadway Medical
09.2007 - 05.2018
Massage Therapist
Massapequa Wellness Center
05.2007 - 04.2008
Massage Therapist
Healing Oasis
02.2006 - 03.2007
Administrative Assistant
BIDE-A-WEE Pet Memorial Park
04.2004 - 03.2006
Head Beauty Advisor
CVS Pharmacy
10.2001 - 07.2004
Patient Care Technician - Health Aide
Lighthouse Resource Center
Associates of Occupational Studies - Occupational Studies
Valley Stream Central High School
High School Diploma -
NY College of Health Professions
- Licensed Massage Therapist - 02/2007
- Patient Care Technician Training - 07/2005
- Phlebotomy & EKG Training - 05/2005
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