Natalia Hines
Jacksonville,FL
Summary
Detail-oriented and compassionate Patient Coordinator with experience in healthcare administration, patient care and sales. Adept at managing patient intake, scheduling, and ensuring smooth communication between medical staff and patients. Skilled in handling patient inquiries and maintaining medical records. Proven ability to create a positive patient experience while supporting office operations. Strong organizational skills, attention to detail, and a commitment to confidentiality. Known for excellent interpersonal communication and the ability to handle sensitive situations with empathy and professionalism.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Bilingual Medical Coordinator
First Coast MD
01.2023 - Current
- Proficient in managing patient appointments and maintaining accurate medical records
- Manage upwards of 100+ patient calls/check ins per day
- Skilled in greeting and directing patients in a courteous and professional manner
- Ability to communicate effectively in English and Spanish with patients and healthcare professionals
- Sales/Upselling
- Familiar with medical terminology and procedures
- Demonstrated ability to multitask in a fast-paced healthcare environment
- Proven track record of providing exceptional customer service and patient care
General Manager/Owner
Pretty Box Wax and Skincare
03.2022 - 10.2024
- Proven track record of increasing sales and revenue through strategic marketing campaigns and customer relationship management
- Hair depilatory services
- Inventory management
Waxologist
Waxologyjax
06.2021 - 04.2022
- Performed various waxing services on clients with attention to detail and precision
- Advised clients on pre and post-waxing care to ensure optimal results
- Maintained cleanliness and organization of the waxing station and tools
- Managed appointment bookings and communicated effectively with clients to provide outstanding customer service
- Utilized different waxing techniques to accommodate clients' preferences and skin types
- Attended training sessions to stay current on industry trends and licensing requirements
IRS Contact Service Representative
Department of Treasury Internal Revenue Services
11.2020 - 01.2021
- Managed 100+ customer inquiries and complaints through email and phone communication
- Resolved customer issues and provided solutions in a timely manner
- Maintained customer records and updated information in the database
- Implemented new processes to improve efficiency and customer experience
- Handled escalated customer concerns with professionalism and empathy
Patient Coordinator
North Florida Medical Center
07.2019 - 09.2019
- Provided excellent customer service and support to patients and their families
- Managed patient appointments and scheduling in a fast-paced medical office setting upwards of 130 patients daily
- Developed strong communication skills through regular interaction with patients and medical staff
- Maintained accurate records and documentation of patient information and appointments
- Performed administrative tasks such as data entry, filing, and insurance verification
- Demonstrated proficiency in using electronic health records and scheduling software
- Assisted in organizing and managing patient education programs and materials
Inbound Customer Care Specialist
Smart Pharmacy
10.2016 - 03.2017
- Provided excellent customer service and resolved issues efficiently to ensure customer satisfaction
- Maintained accurate customer records and documentation
- Delivered exceptional service and support to customers
- Utilized CRM software to track and manage customer interactions
- Consistently met or exceeded performance targets and goals
- Managed a high volume of customer inquiries, 150+ patients daily via phone, email, and chat
Waxing Specialist
Brazil's Waxing Center
05.2016 - 10.2016
- Performed body waxing services on clients in a professional salon setting
- Managed and scheduled client appointments for body waxing services
- Maintained cleanliness and sanitation of work area and equipment
- Performed full body waxing services including Brazilian waxing
- Provided excellent customer service and ensured client satisfaction
- Educated clients on proper aftercare and recommended products for post-waxing care
Operations Specialist
Step Up For Parents
09.2015 - 03.2016
- Managed high volumes of customer inquiries and resolved issues in a timely manner
- Collaborated with cross-functional teams to streamline processes and improve customer satisfaction
- Trained new team members on company policies and procedures for delivering excellent customer service
- Implemented strategies to increase efficiency and productivity within the customer service department
- Assisted in developing and implementing customer service training programs for staff
- Handled escalated customer complaints with professionalism and empathy
Retail Store Manager / Sales Associate
Beauty Systems Group
07.2007 - 06.2015
- Managed and trained a team of sales associates to achieve monthly sales goals
- Developed and implemented merchandising strategies to drive sales and increase customer satisfaction
- Resolved customer complaints and issues in a timely and professional manner
- Coordinated inventory management and restocking to ensure product availability and optimal presentation
- Utilized POS system to process transactions and maintain accurate sales records
- Cultivated relationships with repeat customers to enhance loyalty and drive sales growth
- Collaborated with store management to plan and execute promotional events and sales campaigns
Education
Vocational school - Real Estate
Azure Tide School Of Realty
Jacksonville, FL12.2024
Certificate - Medical Assisting
Stepful
Jacksonville, FL12.2024
Certificate - Cosmetology
American Academy of Cosmetology
Orange Park, FL12.2016
Skills
- Customer Service
- Data Entry
- Scheduling
- Supervising Experience
- Bilingual
- Computer skills
- Office Management
Certification
Cosmetology License, 02/01/16, Present
Willingtorelocate
- Huntsville, AL
- Orlando, FL
- Tampa, FL
Languages
Spanish
Native or Bilingual
Timeline
Bilingual Medical Coordinator
First Coast MD
01.2023 - Current
General Manager/Owner
Pretty Box Wax and Skincare
03.2022 - 10.2024
Waxologist
Waxologyjax
06.2021 - 04.2022
IRS Contact Service Representative
Department of Treasury Internal Revenue Services
11.2020 - 01.2021
Patient Coordinator
North Florida Medical Center
07.2019 - 09.2019
Inbound Customer Care Specialist
Smart Pharmacy
10.2016 - 03.2017
Waxing Specialist
Brazil's Waxing Center
05.2016 - 10.2016
Operations Specialist
Step Up For Parents
09.2015 - 03.2016
Retail Store Manager / Sales Associate
Beauty Systems Group
07.2007 - 06.2015
Certificate - Medical Assisting
Stepful
Certificate - Cosmetology
American Academy of Cosmetology
Vocational school - Real Estate
Azure Tide School Of Realty
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