RAVEN JONES
Jacksonville,United States
Summary
Motivated and detail-oriented, with a strong foundation in team collaboration, patient care, and administrative support. Skilled in managing scheduling workflows, assisting patients, and ensuring smooth day-to-day operations within healthcare environments. Proficient in patient de-escalation techniques, ensuring a calm and positive experience even in challenging situations. Committed to fostering patient retention by providing exceptional service, addressing concerns with empathy, and building strong, trust-based relationships.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Desk Operations Specialist
Mayo Clinic
03.2024 - Current
- Increased patient retention by providing outstanding customer service during appointment scheduling.
- Tailored emergency case protocols to ensure timely patient care access.
- Managed cancellations and no-shows proactively, filling gaps with patients from waitlists or urgent care.
- Ensured compliance with HIPAA regulations while handling sensitive patient information in scheduling.
- Verified eligibility and coverage for medical services before scheduling to mitigate billing problems.
- Trained new schedulers, imparting best practices for effective management of appointment schedules.
- Coordinated with other departments to facilitate seamless operation and excellent patient care.
Store Manager
The Ups Store
08.2020 - 02.2024
- Spearheaded daily operations to maximize customer satisfaction and operational efficiency.
- Managed inventory, sales, and financial transactions to meet business objectives.
- Led a team of 6-8 employees, providing training and performance evaluations.
- Conducted new hire onboarding to ensure adherence to company protocols.
- Maintained corporate standards for compliance with established guidelines.
- Facilitated insurance claims by addressing inquiries and processing claims efficiently.
- Resolved customer complaints promptly to uphold positive client relationships.
Corporate trainer
OMG JAX
03.2020 - 07.2020
- Conducted workshops on company policies, procedures, and best practices.
- Demonstrated expertise in commission sales, training new hires, building relationships with customers quickly, and providing exceptional customer service.
- Conducted telesales, door-to-door sales, and event sales, contributing to diverse revenue streams and business growth.
Assistant General Manager
Wingstop, Blanding Blvd
11.2018 - 02.2020
- Ensured optimal operational readiness by executing all opening and closing procedures.
- Oversaw bank runs and deposits, maintaining stringent money accountability at all times.
- Cross-trained 80% of staff in both front-of-house and back-of-house responsibilities.
- Prioritized customer care by efficiently addressing complaints and facilitating shift edits.
- Implemented robust quality control measures for consistent product accountability.
- Led recruiting efforts to build a skilled and responsive workforce.
Delco Team Member
Jason's Deli
04.2018 - 02.2019
- Gained recognition for delivering excellent customer service through active listening, empathetic communication, and timely resolution of concerns.
- Maintained food handling license while preparing and serving food per health standards.
- Trained new team members by relaying information on company procedures and safety requirements.
- Handled inquiries and provided catering support through receptionist expertise.
- Fostered customer loyalty through relationship building and consistent service excellence.
Education
High School -
Englewood High School
01.2017
Skills
- Assists in day-to-day clinical operations, , and ensures smooth patient flow and service delivery across departments
- Creates a welcoming and compassionate environment, guiding patients through visits, de-escalating concerns, and communicating clearly through phone and digital platforms
- Onboards and mentors new team members to align with healthcare protocols, fostering a cohesive, patient-focused team culture
- Manages complex scheduling workflows, appointment coordination, and administrative duties with accuracy and efficiency using Mayo Clinic systems and digital tools
Healthcare Operations & Workflow Management
Patient-Centered Service & Communication
Training & Team Leadership
Scheduling & Administrative Proficiency
- Excels under pressure, prioritizes tasks effectively, and ensures compliance with medical policies, safety standards, and institutional procedures
- Ensures accurate and confidential handling of patient information, maintaining compliance with HIPAA and other regulatory requirements
- Skilled in resolving patient and family concerns, ensuring a positive healthcare experience by addressing issues swiftly and empathetically
- Ensures adherence to clinical, safety, and healthcare regulations, maintaining a safe environment for both patients and staff while minimizing risk
Adaptability & Compliance in Fast-Paced Environments
Patient Data Management & Confidentiality
Conflict Resolution & De-escalation Techniques
Compliance with Healthcare Regulations & Standards
Certification
Patient experience champion
Timeline
Desk Operations Specialist
Mayo Clinic
03.2024 - Current
Store Manager
The Ups Store
08.2020 - 02.2024
Corporate trainer
OMG JAX
03.2020 - 07.2020
Assistant General Manager
Wingstop, Blanding Blvd
11.2018 - 02.2020
Delco Team Member
Jason's Deli
04.2018 - 02.2019
High School -
Englewood High School
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