Betty Houston
Heathrow
Summary
Compassionate Patient Care Coordinator experienced in optimizing healthcare outcomes and enhancing patient experiences. Delivered effective care navigation and resource management through strong communication and collaborative efforts with multidisciplinary teams. Focused on fostering relationships and utilizing knowledge of healthcare systems to support patients in complex medical environments.
Overview
23
23
years of professional experience
Work History
Care Navigator
Cigna
03.2025 - Current
- Responded to customer inquiries via phone, email, and chat, ensuring timely resolution of issues.
- Assisted customers in navigating product features and services, enhancing overall satisfaction.
- Documented customer interactions accurately in CRM systems for future reference and trend analysis.
- Collaborated with team members to streamline communication processes, improving response time.
- Identified common customer concerns and suggested improvements to enhance service delivery.
- Managed follow-up communications to ensure ongoing customer engagement and retention efforts.
- Resolved complex issues by coordinating with cross-functional teams for effective solutions.
- Educated customers on product features, benefits, and usage, resulting in higher user satisfaction.
- Consistently exceeded performance metrics while maintaining a focus on providing excellent customer support.
- Improved customer satisfaction by addressing and resolving complaints efficiently.
- Maintained detailed records of each interaction, ensuring accurate documentation for future reference or follow-up purposes.
Medical Front Office Specialist
Florida Healthcare Plans
04.2018 - Current
- Medical Customer Service Specialist performs a number of duties including greeting and checking in patients/visitors to ensure smooth clinic operations, scheduling appointments and managing incoming calls to provide timely assistance to patients, collecting co-pays and scanning medical documentation to maintain accurate patient records, working with patient referrals, end of day closing tasks, and tasking using Electronic Health Records (E.H.R.). PM system.
- Managed patient scheduling and appointment confirmations to enhance operational efficiency.
- Facilitated communication between medical staff and patients to improve service delivery.
- Assisted in maintaining accurate patient records using Electronic Health Records (EHR) systems.
Business Account Manager
CenturyLink
Apopka, FL
04.2014 - 04.2018
- Addressed clients' business needs for phone lines and internet, WiFi, Ethernet, and fiber services. Provided customer service for incoming clients and new customers to assist with billing inquiries, current bill payments, and new service requests such as phone lines, internet, and television.
- Developed and maintained strong client relationships to ensure satisfaction and retention.
- Identified customer needs and provided tailored solutions to enhance service delivery.
- Collaborated with cross-functional teams to streamline account management processes.
Licensed Health Insurance Agent
United Health Care
Orlando, FL
08.2011 - 01.2014
- Assisted customers in selecting appropriate health plans, ensuring alignment with their individual needs.
- Accomplishments Assisted seniors in understanding health plan options; opportunity to learn the various plans. Providing adequate assistance to all.
- Skills Used Demonstrated understanding of health plan materials, sales experience with various plans.
Special Account Coordinator
Mears Transportation
Orlando, FL
01.2008 - 07.2011
- Responsibilities Provided customer service to clients and hotel companies, handled small and large accounts to various groups and hotel companies. Ex: Gaylord Palms, Bonnet Creek, all Disney Hotels. Set up transportation to and from personal clients and day to day transportation for regular customers.
- Achieved customer satisfaction through effective communication I enjoyed assisting all the customers. This position allowed me to communicate with all departments and work with various customers.
- Utilized customer service skills to manage accounts My background in Customer service, account transaction exp, sales exp.
Front Office Supervisor
Marriott
01.2006 - 10.2008
- Managed front office agents; oversaw daily operations in scheduling, room assistance, and customer service to enhance guest experience. General Manager to all Dept after hours such as Restaurant, Engineering, Housekeeping and more.
- Coordinated scheduling for staff, optimizing coverage during peak hours and enhancing service delivery.
- Trained new team members on customer service standards and operational procedures, fostering a collaborative environment.
- Resolved guest complaints effectively, improving satisfaction rates through timely and professional responses.
- Developed vendor relationships, negotiating contracts to secure quality supplies and services, ensuring operational efficiency.
- Oversaw inventory management, ensuring availability of essential supplies while minimizing waste and costs.
- Resolved guest complaints promptly and professionally, contributing to increased satisfaction rates.
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Led team meetings to discuss performance metrics, share feedback, and drive continuous improvement initiatives.
Front Desk Manager
Walt Disney World Swan and Dolphin
Lake Buena Vista, FL
02.2003 - 01.2006
- Managing front office agents, front office Supervisor, Provided exceptional guest service, overseeing daily operations in scheduling, room assist, providing customer service. Acted as general manager for all departments after hours, including restaurant, engineering, housekeeping, and more.
- Managed front desk operations, ensuring exceptional guest service and satisfaction.
- Trained and supervised front desk staff, enhancing team performance and efficiency.
- Implemented streamlined check-in/check-out processes, reducing wait times for guests.
Education
Associate of Science - Nursing
City College of New York
New York, NY07-2024
Associate of Science - undefined
Criminal Justice Institute
Orlando, FL01-2014
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Centura Institute
Orlando, FL01-2012
Skills
- Microsoft Office
- Document management
- Patient advocacy
- Patient confidentiality
- Care coordination
- Healthcare systems
- Visual communication
Additional Information
Skills Microsoft Office Word, Excell, PowerPoint (10+ years)
Languages
English
Native or Bilingual
French
Full Professional
Timeline
Care Navigator
Cigna
03.2025 - Current
Medical Front Office Specialist
Florida Healthcare Plans
04.2018 - Current
Business Account Manager
CenturyLink
04.2014 - 04.2018
Licensed Health Insurance Agent
United Health Care
08.2011 - 01.2014
Special Account Coordinator
Mears Transportation
01.2008 - 07.2011
Front Office Supervisor
Marriott
01.2006 - 10.2008
Front Desk Manager
Walt Disney World Swan and Dolphin
02.2003 - 01.2006
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Centura Institute
Associate of Science - undefined
Criminal Justice Institute
Associate of Science - Nursing
City College of New York