Summary
Skills
Accomplishments
Timeline
Work History
Education
Tools, Technologies, and Applications
Overview
Riah Tenorio

Riah Tenorio

Parma

Summary

As an experienced Client Care Navigator, I have spent over a decade delivering exceptional customer service and leading successful teams. With over 5 years of management experience, I understand the importance of effective communication, organization, and problem-solving. My passion for helping others access healthcare and mental health services drives my work, and I am dedicated to ensuring every client receives the highest quality assistance. Championing diversity and inclusion is also a core value of mine, and I bring this passion to every job I take on. With my unique skillset and commitment to delivering results, I am confident in my ability to make a positive impact in any role that relies on direct client interaction and outreach.

Skills

  • Cultural competence and ability to work with individuals from diverse backgrounds and identities
  • Proficient in mental health terminology, diagnoses, and resources
  • Ability to provide compassionate and non-judgmental support to individuals experiencing mental health challenges
  • Familiarity with teletherapy platforms and other remote mental health tools
  • Strong communication skills, both written and verbal, to effectively communicate with clients, care teams, and professionals
  • Knowledge of insurance and payment processes related to mental health services
  • Customer-centric approach and passion for improving healthcare outcomes through effective outreach and engagement strategies
  • Flexible and adaptable to changing needs and priorities within the startup environment
  • Knowledge of CRM software and customer relationship management to efficiently manage outreach efforts and track progress
  • Creative problem-solving abilities to develop innovative outreach tactics and overcome challenges
  • Proven commitment to creating and fostering a diverse, equitable, and inclusive workplace environment through participation in company DE&I initiatives

Accomplishments

  • Featured on Whole Foods Market's career social media pages as a standout team member and example of excellence in customer service and leadership.
  • Presented as a guest speaker for Tava's monthly clinical consult, leading a discussion on connecting Pride to mental healthcare and promoting understanding and inclusivity within the healthcare industry.

Timeline

Member Experience Specialist - XP Health
04.2024 - Current
Care Navigation/Support Associate - Tava Health
12.2022 - 11.2024
Store Support Associate Team Leader - Whole Food Market
05.2021 - 12.2022
Store Support Supervisor - Whole Food Market
08.2017 - 05.2021
Esthetician and Wax Specialist - Nicole Jeffery's Salon And Day Spa
03.2017 - 07.2020
Aveda Institute - Esthetician License , Esthetician
Olentangy Orange Highschool - High School Diploma,

Work History

Member Experience Specialist

XP Health
04.2024 - Current
  • Serve as the frontline of our support team via phone, chat, email, and Zendesk.
  • Resolve member inquiries related to orders, shipping, product details, and account needs with professionalism and empathy.
  • Follow established SOPs and escalation procedures while humanizing each interaction.
  • Collaborate across teams to ensure seamless member support and efficient ticket resolution.
  • Participate in process improvement efforts, SOP creation, and feedback loops to strengthen service quality.

Care Navigation/Support Associate

Tava Health
12.2022 - 11.2024
  • Act as the initial support contact for our clients and providers.
  • Provide thoughtful/empathetic phone, email, and chat communication to clients and providers.
  • Assist clients with navigating their clinical journey from sign-up to completion of therapy, including follow-up to help clients schedule appointments.
  • Advocate for clients and providers by capturing feedback and working cross-functionally, ensuring their needs and concerns are communicated internally.
  • Provide troubleshooting and technical support to both clients and providers.
  • Answer onboarding-related questions of new providers, as necessary.
  • De-escalate dissatisfied clients and providers and, when applicable, quickly elevate internally.
  • Manage various operational tasks associated with supporting/tracking clients and providers.
  • Process provider offboarding and assist with connecting clients with new providers.
  • Act as initial contact for clients referred through insurance directories and assist clients with payer-related questions.
  • Verify client eligibility and communicate changes about eligibility in a timely manner.
  • Create written documentation on job processes to provide new-hires with reference SOP's

Store Support Associate Team Leader

Whole Food Market
05.2021 - 12.2022
  • Point member of leadership for managing the Amazon In-Store shopper program at WFM Akron
  • Mentored and guided employees to foster proper completion of assigned duties.
  • Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
  • Wrote and delivered corrective actions to team members with action plans for their success
  • Onboarded new employees with training and new hire documentation.
  • Delivered feedback to decision-makers regarding employee performance and training needs.

Store Support Supervisor

Whole Food Market
08.2017 - 05.2021
  • Hired on as part-time team member of August of 2017 and was promoted to full-time SS Supervisor in November of 2019
  • Maintained focus during busy times and delegated tasks to employees to keep business running smoothly.
  • Balanced safe, prepared tills and prepared register bags for next sales date.
  • Enabled customers to feel welcomed, important and appreciated by answering questions about products sold throughout store.

Esthetician and Wax Specialist

Nicole Jeffery's Salon And Day Spa
03.2017 - 07.2020
  • Provide skincare and waxing services
  • Maintained clean and sanitary workspace.
  • Assessed client needs and developed plans to adequately address current and future objectives.
  • Completed continuing education hours to retain and renew license

Education

Esthetician License - Esthetician

Aveda Institute , Columbus, Ohio
12.2013

High School Diploma -

Olentangy Orange Highschool , Columbus Ohio
06.2013

Tools, Technologies, and Applications

  • Slack
  • Zendesk
  • Shipstation
  • HelpScout
  • Zoom
  • Microsoft Office
  • Google Workspace
  • Brex
  • Rippling
  • Notion

Overview

8
8
years of professional experience

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Riah Tenorio