Open to opportunities

Lorraine Lake

@lorrainelake

Healthcare patient experience and front-desk professional focused on accuracy, coverage verification, and care continuity.

United States

Message

What I'm looking for

I’m looking for a patient-facing healthcare role where I can own accurate scheduling and insurance verification, keep records HIPAA-compliant, and help patients feel supported while collaborating closely with billing and clinical teams.

I’m a patient experience and front-desk professional who keeps clinics running smoothly by pairing accurate data entry with proactive patient communication. In my current role as a Patient Experience Coordinator, I ensure patient records are maintained in compliance with HIPAA, verify insurance coverage by contacting carriers, and coordinate with billing to resolve denials or billing errors.

Previously, I served as a Patient Service Representative at Touchstone Medical Imaging and delivered consistent, high-volume appointment scheduling while obtaining authorizations to minimize billing issues. Earlier customer service roles strengthened my ability to handle complex inquiries, manage records, and keep patients and customers satisfied through clear communication, documentation review, and efficient problem-solving.

Experience

Work history, roles, and key accomplishments

Current

Patient Experience Coordinator

Current

Aspen Dental

Apr 2025 - Present (1 year 2 months)

Ensured accurate patient data entry and insurance verification, reconciling billing errors and denials with the billing team. Managed front desk operations and maintained HIPAA-compliant patient records while scheduling appointments and follow-ups.

Data Entry Insurance Verification HIPAA compliance Front Desk Operations Appointment Scheduling Denials Management

Patient Service Representative

Touchstone Medical Imaging

Sep 2024 - Apr 2025 (7 months)

Scheduled and confirmed high-volume patient appointments while verifying insurance coverage and obtaining required authorizations. Maintained electronic patient records, resolved patient concerns, and managed check-in correspondence and communication.

Appointment Scheduling Insurance Verification Authorization Records Management Customer Service Correspondence Management Patient Communication

Customer Service Representative

Lifeloc Technologies, Inc

Aug 2023 - Sep 2024 (1 year 1 month)

Handled a high volume of incoming calls and emails, assisting customers with website navigation, technical troubleshooting, and online order placement. Collaborated on escalations to resolve complex issues and supported billing activities including payments, refunds, adjustments, and account updates.

Customer Support Email Support Technical Troubleshooting Online Ordering Support Customer Escalation Payment Processing Refunds Account Updates

Client Service Representative

Ciox Health

Oct 2022 - Jan 2023 (3 months)

Processed medical records while handling phone calls and directing customers to the proper channels. Resolved customer information requests and complaints professionally and accurately.

Medical Records Processing Customer Service Information Requests Complaint Resolution Records Management

Administrative Assistant

Flatley Read, Inc.

Sep 2021 - Oct 2022 (1 year 1 month)

Scheduled client appointments and organized company calendars to support day-to-day operations. Answered phone calls promptly and directed inquiries to the appropriate party.

Appointment Scheduling Calendar Management Answer Phones Administrative Support

Customer Service Representative

Waste Connections, Inc

Sep 2018 - Sep 2021 (3 years)

Managed high-volume inbound and outbound calls, updating account details while assisting customers with their needs. Processed billing credits and adjustments to keep customer accounts accurate.

Outbound Calling Customer Support Account Updates Credits Processing