Summary
Overview
Work History
Education
Skills
Volunteer Work
Timeline
Volunteer
Norena Kaufman

Norena Kaufman

Phoenix,AZ

Summary

Organized Clinical Coordinator with excellent scheduling, coordination and documentation talents as part of clinical teams. Skilled at admitting patients, managing patient services, providing thorough reports and ensuring patient satisfaction. Detail and patient-oriented with proficiency in handling emergency situations. Contribute to high-volume clinical practices by providing exceptional customer service.

Overview

7
7
years of professional experience

Work History

Clinical Office Manager and Program Coordinator

Healthy Futures
06.2022 - Current
  • Built strong relationships with patients and families for optimized care satisfaction.
  • Collected and entered evaluation data according to program evaluation and treatment plans to continue strategic improvements.
  • Created agendas and facilitated staffing meetings to relay relevant patient information and staff trainings.
  • Oriented new patients to program and treatment plan.
  • Coordinated, monitored and documented patient and clinical care activities.
  • Supervised and managed daily activities of clinical team consisting of a variety of behavioral health providers, nutritionist, exercise professionals, coaches and administrative staff.
  • Implemented new policies and educated staff on changes.
  • Developed and adjusted work schedules for administrative and clinical staff.
  • Assessed and assisted in clinical policies and procedures for compliance with changing regulations.
  • Managed weekly schedules for providers, taking into account sick days and vacation time.
  • Answered phone calls and provided new clients with required paperwork to initiate service.
  • Completed intake assessment forms and filed clients' charts.
  • Communicated with referral sources, physicians, and associated staff to check documentation for proper signatures.
  • Enhanced office productivity by handling high volume of callers per day.
  • Assessed clients' needs and determined eligibility for intake services.
  • Built relationships with community agencies for timely service referrals.
  • Liaised between clients and healthcare providers to maintain continuity of care.
  • Worked with clinical and operations teams to facilitate client placement and obtain appropriate services for clients.
  • Offered compassionate and attentive guidance to patients during moments of crisis and trauma.
  • Trained and supervised new intake staff to deliver high-quality client care.
  • Attended case reviews and provided feedback on client progress.
  • Prepared and reviewed insurance verifications to provide financial responsibility estimates.
  • Managed weekly group receipts and audited insurance billing and patient charges.
  • Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
  • Controlled finances to lower costs and keep business operating within budget.

Restaurant Manager

U.S. Egg Breakfast And Lunch
05.2020 - 06.2022
  • Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
  • Carefully interviewed, selected, trained, and supervised staff.
  • Met, greeted, and encouraged feedback from customers and used feedback to implement positive changes within restaurant.
  • Led and directed team members on effective methods, operations, and procedures.
  • Took orders and served food; expedited at food pass; hosting and seating of customers; built steady returning customer flow; processing payments.
  • Payroll submissions and auditing; managing check-out and deposits; inventory and vendor payments;
  • Designed liquor and espresso menus as well as social media marketing.
  • Scheduling for both front and back of house.
  • Actively running health department protocol daily.

Customer Care Professional

American Express
08.2018 - 05.2020
  • Leveraged sales expertise to promote products and capitalize on upsell opportunities.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Assisted call-in customers with questions and complaints.
  • Navigated multiple computer systems and applications to find information.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Trained new employees on best practices and customer care procedures to eliminate inefficiencies.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Responded proactively and positively to rapid change.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Sought ways to improve processes and services provided.
  • Negotiate, connect, influence and provide support to high balance and prominent clients. Develop plans to increase spend and create a payer.
  • Strong ability to demonstrate sensitivity and compassion in difficult situations.
  • Ability to conduct detailed and intelligent financial discussions.

Account Manager

Discover
02.2017 - 05.2018
  • Built and strengthened long-lasting client relationships based on excellent customer service and resolution focused tactics.
  • Educated clients on new products or services to increase customer engagement with brand.
  • Monitored and analyzed customer feedback to identify opportunities for improvement.
  • Contributed to team objectives in fast-paced environment.
  • Facilitated client satisfaction and renewed customer relations to drive growth.
  • Led training and group calibrations to enhance the quality of the team.
  • Exceeded in the ability to resolve customers’ needs with a one-call resolution approach. Communicated effectively to inspire clients to make promising financial decisions

Education

No Degree - Kinesiology

Concordia University of Chicago
Chicago, IL
05.2024

High School Diploma -

Moon Valley High School
Phoenix
05.2014

Skills

  • Process Improvement
  • Facility Oversight
  • HIPAA Compliance
  • Complex Problem-Solving
  • Case Management
  • Administrative Assistance
  • Typing Proficiency
  • Invoice Preparation and Processing
  • Customer Service
  • Microsoft Excel
  • Microsoft Word
  • Staff Training

Volunteer Work

Volunteer for Y OPAS; a community effort offering FREE support services to seniors and their caregivers with services provided by community volunteers. The  mission of Y OPAS is to enable seniors to maintain independent living in their own homes as long as possible. Transport seniors to and from medical appointments, assist in grocery shopping/pick-up, friendly visits and technical support. 

Timeline

Clinical Office Manager and Program Coordinator

Healthy Futures
06.2022 - Current

Restaurant Manager

U.S. Egg Breakfast And Lunch
05.2020 - 06.2022

Customer Care Professional

American Express
08.2018 - 05.2020

Account Manager

Discover
02.2017 - 05.2018

No Degree - Kinesiology

Concordia University of Chicago

High School Diploma -

Moon Valley High School

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Norena Kaufman