LAURA HENRY
Delaware,OH
Summary
Patient-focused Care Coordinator and customer service professional with 15+ years in high-volume customer-facing roles and leadership, plus 20+ years of editorial and design experience. Recent experience at Quantum Health supporting members by navigating complex benefits, resolving billing issues, and coordinating care among members, providers, and carriers. Recognized for calm, empathetic communication, strong attention to detail, and the ability to learn new systems quickly while consistently meeting quality and productivity expectations. Compassionate Care Coordinator with background in patient advocacy and care management. Experience includes working with diverse patient populations, coordinating healthcare services, and ensuring efficient delivery of high-quality care. Strengths entail strong interpersonal skills for liaising between patients, healthcare providers, and insurance companies; and problem-solving abilities for addressing any issues or barriers to care. Previous roles involved improved patient satisfaction rates and streamlined care processes.
Overview
9
9
years of professional experience
Work History
Care Coordinator / Patient Service Representative
Quantum Health
Dublin
11.2024 - 12.2025
- Served as the first point of contact for members, providers, and insurance carriers in a fast-paced healthcare navigation environment.
- Helped members understand benefits, eligibility, and coverage; researched and resolved questions about claims, bills, and Explanations of Benefits (EOBs).
- Coordinated care by connecting members with in-network providers, assisting with prior authorizations, and supporting scheduling for appointments and procedures.
- Documented all interactions in Quantum Health systems in real time, ensuring accurate notes, tasks, and follow-ups in compliance with internal quality standards and HIPAA.
- Utilized multiple applications and knowledge resources simultaneously while maintaining professionalism, empathy, and clear communication on every call.
- Consistently met or exceeded performance expectations for call quality, documentation accuracy, and adherence to schedule and handle-time standards.
Floor Pick Lead / Assistant Manager
BJ Warehouse
10.2023 - 11.2024
- Led a department of ~15 employees in a warehouse retail environment; created and managed weekly schedules to meet business needs.
- Responsible for all store operations during closing, including supervising staff, customer service, and ensuring closing procedures were completed correctly.
- Supported cash office activities and front-end operations as needed.
- Oversaw receiving and inventory processes, ensuring product was accurately received, staged, and stocked to support efficient order fulfillment and customer satisfaction.
Shoe Department Lead
Nordstrom
01.2022 - 10.2023
- Unloaded stock from trucks, processed incoming merchandise, and ensured products were correctly ticketed and displayed.
- Performed markdowns and managed promotional setups to support sales goals.
- Created and maintained special visual displays to highlight key styles and drive traffic to priority product areas.
- Ensured all returns were processed and restocked promptly to maintain accurate on-hand inventory.
Fulfillment Associate
Nordstrom
01.2020 - 01.2022
- Prioritized and picked online orders for ship-to-home and in-store pickup, maintaining an overall average of 10 items per hour.
- Utilized internal systems to locate, verify, and process merchandise accurately and on time.
- Helped train new hires on fulfillment processes, systems, and best practices.
- Contributed to improving fulfillment rate at the Rack location from 50% to 80% through process consistency and attention to detail.
Jewelry and Accessories Associate
Nordstrom
01.2019 - 01.2020
- Provided consultative customer service for fashion and fine jewelry, helping customers select items based on style, budget, and occasion.
- Performed point-of-sale transactions, processed returns, and handled exchanges in accordance with company policies.
- Organized and maintained jewelry and accessories displays to support visual standards and reduce shrink.
- Supported back-of-house tasks including tagging, stocking, and inventory checks.
Customer Service Associate
Kohl’s
01.2019 - 12.2019
- Handled customer questions, returns, and exchanges, including Amazon returns.
- Assisted front-line managers with resolving customer issues and managing busy periods.
- Supported back-of-house operations such as sorting merchandise and maintaining stockroom organization.
Jewelry Area Supervisor
Kohl’s
01.2017 - 12.2018
- Managed diamond and fine jewelry inventory, ensuring weekly counts were completed accurately and on time.
- Processed and packed damaged jewelry for return or repair according to company procedures.
- Helped maintain case standards, security practices, and promotional setups within the jewelry department.
Education
Bachelor of Science - Journalism
Ohio University – E.W. Scripps School of Journalism
Athens06-1992
Skills
- Care coordination and patient advocacy
- Healthcare navigation and benefits explanation
- Claims and billing resolution
- High-volume call handling
- Contact center operations
- De-escalation and conflict resolution
- Customer service excellence
- Retail operations and merchandising
- Team leadership and training
- Scheduling and inventory management
- Receiving and cash office support
- Editorial layout and design
- Copy editing and proofreading
- Photo editing and ad creation
- Microsoft Office proficiency
Timeline
Care Coordinator / Patient Service Representative
Quantum Health
11.2024 - 12.2025
Floor Pick Lead / Assistant Manager
BJ Warehouse
10.2023 - 11.2024
Shoe Department Lead
Nordstrom
01.2022 - 10.2023
Fulfillment Associate
Nordstrom
01.2020 - 01.2022
Jewelry and Accessories Associate
Nordstrom
01.2019 - 01.2020
Customer Service Associate
Kohl’s
01.2019 - 12.2019
Jewelry Area Supervisor
Kohl’s
01.2017 - 12.2018
Bachelor of Science - Journalism
Ohio University – E.W. Scripps School of Journalism