CHARLENE COLEMAN
Summary
Results-driven professional with extensive experience at Advocate Aurora Health Care, specializing in customer service and strategic operations. Expertise in Epic, Salesforce, scheduling, electronic medical records, and HIPAA compliance. Strong communication, adaptability, and problem-solving skills enhance operational efficiency and client satisfaction. Proven ability to manage multiple stakeholders, critical details, and tight deadlines.
Overview
13
13
years of professional experience
Work History
Pre Service Scheduler I
Advocate Aurora Health Care
Oak Brook, IL
08.2025 - Current
- Communicated service appointment dates and times to customers to enhance their experience.
- Coordinated with clinical staff to ensure seamless patient flow and service delivery.
- Maintained accurate records of all scheduled appointments and customer interactions in database system.
- Provided excellent customer service by responding promptly to inquiries via phone or email.
Patient Service
Illinois Retina Associates
Munster, Indiana
03.2024 - 07.2025
- Developed and implemented patient service policies and procedures, elevating customer satisfaction.
- Guided and supported Patient Service Representatives to enhance quality of customer service.
- Assisted in training new hires on policies and procedures related to patient service processes.
- Monitored patient outcomes, identifying areas of improvement in service delivery and developing solutions accordingly.
Independent Insurance Agent
Family First Life
Las Vegas, Nevada
08.2022 - 08.2024
- Educated clients on insurance products and coverage options to enhance informed decision-making.
- Explained policy terms and conditions to ensure clear understanding.
- Conducted thorough policy reviews to ensure comprehensive coverage for clients.
- Educated clients about benefits and limitations of various insurance products.
Multi-site Scheduling Coordinator
ATI Physical Therapy
Lansing, USA
12.2021 - 04.2024
- Created daily work schedules utilizing employee data to optimize patient flow and align with company objectives.
- Developed daily work schedules using employee data to ensure efficient patient flow and meet company goals.
- Utilized scheduling software to track appointments and update records accurately.
- Coordinated appointment schedules for multiple therapists and patients effectively.
Guest Service/hospitality Associate
Advocate Health Care
Hazel Crest, USA
07.2013 - 10.2021
- Executed professional customer service while escorting guests and patients to designated areas.
- Coordinate staffing for volunteers throughout department needs.
- Trained staff and volunteers on safety protocols and operational procedures.
- Managed inventory levels and ensured timely replenishment of supplies.
Education
Business Management -
University of Phoenix
Phoenix04-2025
Business Administration -
Robert Morris College
Chicago11-1991
Skills
- Appointment scheduling
- Microsoft Office proficiency
- Leadership
- Quality assurance
- Telephone etiquette
- Interpersonal communication
- Strategic operations
- Call center strategy
Skills
- Appointment scheduling
- Microsoft Office proficiency
- Data entry
- Quality assurance
- Telephone etiquette
- Interpersonal communication
- Strategic operations
- Call center strategy
Skills
- Appointment scheduling
- Microsoft Office proficiency
- Data entry
- Quality assurance
- Telephone etiquette
- Interpersonal communication
- Strategic operations
- Call center strategy
Timeline
Pre Service Scheduler I
Advocate Aurora Health Care
08.2025 - Current
Patient Service
Illinois Retina Associates
03.2024 - 07.2025
Independent Insurance Agent
Family First Life
08.2022 - 08.2024
Multi-site Scheduling Coordinator
ATI Physical Therapy
12.2021 - 04.2024
Guest Service/hospitality Associate
Advocate Health Care
07.2013 - 10.2021
Business Management -
University of Phoenix
Business Administration -
Robert Morris College