Mary Henson
Winter Haven
Summary
Dynamic and detail-oriented professional with a strong work ethic, experienced in optimizing patient scheduling at Eye Specialists of Mid-Florida. Proven ability to enhance customer service and streamline operations through effective multitasking and critical thinking. Skilled in data entry and maintaining compliance with HIPAA regulations, ensuring patient satisfaction and operational efficiency.
Overview
9
9
years of professional experience
Work History
Scheduler
Mri Associates
04.2025 - Current
- Coordinated communication between patients and medical staff to ensure clarity in scheduling.
- Managed follow-up calls to confirm appointments and reduce no-show rates.
- Assisted in maintaining accurate patient records and scheduling databases.
- Provided excellent customer service by addressing patient inquiries related to appointments.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Managed cancellations or no-shows efficiently, proactively filling open slots with patients from waitlists or urgent care needs.
- Followed up with patients to reschedule missed appointments.
- Ensured compliance with HIPAA regulations while handling sensitive patient information during all aspects of appointment scheduling processes.
Medical Receptionist
Lakeland Eye Clinic Pediatrics
11.2024 - 04.2025
- Greeted and checked in patients, ensuring a welcoming atmosphere.
- Managed appointment scheduling using electronic health record systems.
- Verified patient information for accuracy and completeness during intake.
- Assisted with billing inquiries and processed insurance claims efficiently.
- Maintained organized patient files, facilitating easy access to records.
- Coordinated communication between clinical staff and patients to streamline operations.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Checked patient insurance, demographic, and health history to keep information current.
- Helped patients complete necessary medical forms and documentation.
- Maintained strict confidentiality of patient information, adhering to HIPAA regulations and medical office policies.
- Adhered to strict HIPAA guidelines to protect patient privacy.
Patient Coordinator
Cora Physical Therapy
08.2022 - 11.2024
- Coordinated patient scheduling to optimize clinic workflow and maximize appointment availability.
- Managed patient intake processes, ensuring accurate documentation and compliance with health regulations.
- Provided exceptional customer service, addressing patient inquiries and resolving issues effectively.
- Collaborated with physical therapists to facilitate seamless communication regarding treatment plans and patient progress.
- Implemented electronic health record systems for efficient patient data management and retrieval.
- Monitored insurance verification processes, ensuring timely authorization for therapy services.
- Trained new staff on administrative procedures and best practices in patient coordination roles.
- Increased efficiency of the front office operations through effective multitasking, attention to detail, and organization skills.
Customer Service Representative
Advantage Solutions
10.2020 - 08.2022
- Resolved customer inquiries via phone, email, and chat, ensuring high satisfaction levels.
- Trained new representatives on company policies and customer service techniques to enhance team performance.
- Implemented process improvements that streamlined communication between departments, reducing response times.
- Developed training materials for ongoing customer service initiatives, promoting best practices across the team.
- Managed escalated customer issues with a focus on resolution and retention strategies to enhance loyalty.
- Collaborated with cross-functional teams to align service delivery with operational goals and enhance efficiency.
Business Financial Analyst
Advantage Solutions
06.2020 - 10.2020
- Analyzed financial data to identify trends and support strategic decision-making.
- Developed comprehensive financial models to forecast revenue and expenses.
- Collaborated with cross-functional teams to align budgeting processes with organizational goals.
- Created detailed reports to present financial insights to senior management.
Surgery Scheduler
Eye Specialists of Mid-Florida
04.2018 - 06.2020
- Coordinated surgical schedules to optimize operating room utilization and ensure timely patient care.
- Collaborated with medical staff to confirm patient details and pre-operative requirements for efficient scheduling.
- Managed appointment confirmations and follow-ups, enhancing patient communication and reducing no-show rates.
- Implemented process improvements that streamlined scheduling workflows, increasing overall operational efficiency.
- Developed standard operating procedures for handling urgent cases, improving response times for emergent surgeries.
- Monitored daily surgical schedules and adjusted plans based on last-minute changes or cancellations, maintaining flexibility.
Customer Service Representative
Eye Specialists of Mid-Florida
01.2017 - 04.2018
- Delivered exceptional customer service by addressing patient inquiries and resolving issues effectively.
- Managed appointment scheduling and coordinated follow-up communications to enhance patient satisfaction.
- Educated patients on healthcare services, insurance options, and billing processes to ensure clarity and understanding.
- Collaborated with medical staff to streamline communication channels, improving overall workflow efficiency.
- Analyzed customer feedback to identify areas for service improvement, leading to enhanced performance standards.
- Trained new team members on best practices in customer engagement and healthcare protocols for optimal service delivery.
Education
Associate of Science - General Studies
Polk State College
Winter Haven, FLHigh School Diploma -
Sebring High School
Sebring, FL05-1998
Skills
- Computer skills
- Attention to detail
- Data entry
- Strong work ethic
- Customer service
- Teamwork and collaboration
- Critical thinking
- Effective multitasking
Timeline
Scheduler
Mri Associates
04.2025 - Current
Medical Receptionist
Lakeland Eye Clinic Pediatrics
11.2024 - 04.2025
Patient Coordinator
Cora Physical Therapy
08.2022 - 11.2024
Customer Service Representative
Advantage Solutions
10.2020 - 08.2022
Business Financial Analyst
Advantage Solutions
06.2020 - 10.2020
Surgery Scheduler
Eye Specialists of Mid-Florida
04.2018 - 06.2020
Customer Service Representative
Eye Specialists of Mid-Florida
01.2017 - 04.2018
Associate of Science - General Studies
Polk State College
High School Diploma -
Sebring High School