CHARLENE COLEMAN
Schererville,USA
Summary
Results-oriented professional with significant experience at Advocate Aurora Health Care, specializing in customer service and appointment scheduling. Expertise in Epic and medical software enhances operational efficiency while ensuring HIPAA compliance. Strong communication skills contribute to improved patient satisfaction and streamlined workflow processes. Adaptable professional in office and administrative support, known for high productivity and efficient completion of tasks. Specialize in data entry, record management, and customer service, ensuring smooth operational flow. Excel in organization, time management, and communication, utilizing these skills to meet and exceed workplace demands.
Overview
12
12
years of professional experience
Work History
Pre Service Scheduler I
Advocate Aurora Health Care
Oak Brook, Illinois
08.2025 - Current
- Provided excellent customer service by responding promptly to inquiries via phone.
- Maintained accurate records of all scheduled appointments and customer interactions in database system.
- Informed customers of service appointment dates and times.
- Ensured that all required paperwork was completed accurately prior to scheduling an appointment.
- Implemented strategies for improving efficiency in scheduling processes.
Patient Service Representative
Illinois Retina Association
Munster, IN
03.2024 - 07.2025
- Greeted patients and scheduled appointments to ensure efficient workflow.
- Maintained patient records while collecting payments accurately.
- Verified insurance details and managed phone communications.
- Ensured compliance with HIPAA and other healthcare regulations.
- Communicated with doctors and staff to relay critical patient needs.
Multi-site Scheduling Coordinator
ATI Physical Therapy
Lansing, IL
12.2021 - 12.2023
- Built strong relationships with management and executives by scheduling effectively and communicating clearly.
- Developed daily work schedules using employee data to ensure efficient patient flow and meet company goals.
- Scheduled customer appointments to streamline processes.
- Coordinated production schedules by collaborating with therapists and directors.
- Assisted customers with appointment inquiries and managed copayments.
Guest Service/Hospitality Associate
Advocate Health Care
Hazel Crest, IL
07.2013 - 10.2021
- Provided information and directions to guests regarding property amenities, including gift shop and dining areas.
- Maintained hospitality policies while escorting guests and patients to designated locations.
- Collaborated with client development team to manage budget and enhance volunteer coordination for funding initiatives.
- Identified and resolved process issues to streamline operations and promote overall business growth.
- Oversaw office inventory management, including ordering supplies and coordinating volunteer efforts for deliveries.
Education
Bachelor of Science - Business Management
University of Phoenix
Phoenix, AZ04.2025
Associate of Science - Business Administration
Robert Morris College
Chicago, IL11.1991
Skills
- Microsoft Office proficiency
- Knowledge of HIPAA and OSHA regulations
- Computer literacy
- Telephone etiquette
- Marketing strategies
- Change management
- Communication and interpersonal skills
- Strategic operations
- Leadership capabilities
- Medical software and EMR expertise
- Customer service excellence
- Epic appointment scheduling
- Quality assurance processes
- Data management techniques
- Salesforce expertise
Timeline
Pre Service Scheduler I
Advocate Aurora Health Care
08.2025 - Current
Patient Service Representative
Illinois Retina Association
03.2024 - 07.2025
Multi-site Scheduling Coordinator
ATI Physical Therapy
12.2021 - 12.2023
Guest Service/Hospitality Associate
Advocate Health Care
07.2013 - 10.2021
Bachelor of Science - Business Management
University of Phoenix
Associate of Science - Business Administration
Robert Morris College