Royale Smith
Cleveland,OH
Summary
Dynamic individual with proven leadership and communication skills. Expertly managed scheduling and logistics, enhancing patient experience and operational efficiency. Recognized for problem-solving abilities and fostering teamwork, ensuring seamless coordination across departments. Proficient in handling insurance verifications and patient inquiries, driving satisfaction and service excellence.
Overview
13
13
years of professional experience
Work History
Administrative Program Coordinator II
Cleveland Clinic
Mayfield Heights, OH
12.2023 - Current
- Provide administrative support to leadership and team members while independently managing assigned responsibilities.
- Maintained regular communication between departments through email and phone calls to coordinate the logistics of the program.
- Received incoming phone calls and contact form submissions and provided timely responses to inquiries.
- Addressed questions and managed communications with patients and insurance agents.
- managed the scheduling of appointments, handled payments, and ensured the reimbursement of expenses.
Surgery Scheduling Coordinator
Cleveland Clinic
Cleveland , OH
08.2022 - 12.2023
- Coordinated with facilities to set up surgeries.
- Answered telephone calls to offer office information, answer questions and direct calls to staff.
- Verified insurance coverage and obtained pre-authorizations.
- managed planning, scheduling and coordination of outpatient procedures.
- Educated patients about surgeries and provided treatment plan documentation.
- Received, recorded and addressed incoming and outgoing communication via telephone and email.
Patient Service Specialist
Cleveland Clinic
Cleveland, OH
08.2020 - 08.2022
- Facilitated communication between patients and various departments and staff.
- Followed document protocols to safeguard confidentiality of patient records.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
- Worked with patients to ascertain issues and make referrals to appropriate specialists.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Checked patients in and out and collected payments.
- Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
Customer Service Representative
Metro Health Hospital
Cleveland, OH
08.2016 - 07.2020
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Assisted customers with setting appointments,
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Responded proactively and positively to rapid change.
Customer Support Partner
Metro Health Hospital
Cleveland, OH
08.2015 - 08.2016
- Received orders from customers and input into order management system.
- Sanitized tables, high chairs and drink fountain areas after customer use and periodically throughout day.
- Prepared food orders to support waitstaff and other team members.
- Kept supplies in sufficient stock by assessing inventory levels and reporting lower stock items.
- Communicated effectively with customers to plan large or specialized orders, providing customers with recommendations, samples and response to particular requests.
Food Service Attendant
Metro Health Hospital
Cleveland , Ohio
07.2013 - 08.2015
- Maintained regular communication between departments via email and phone calls to coordinate program logistics.
- Received incoming phone calls and contact form submissions and provided timely responses to inquiries.
- Addressed questions and managed communications with patients and insurance agents.
- Oversaw appointment scheduling, payroll and financial reimbursement of expenditures.
Education
Bachelor of Science - Healthcare Administration
Columbia Southern University
Orange Beach, AL05.2026
High School Diploma -
John F Kennedy High School
Cleveland, Oh08.2010
Skills
- Leadership
- Scheduling and planning
- Document management
- Time management
- Team collaboration
Timeline
Administrative Program Coordinator II
Cleveland Clinic
12.2023 - Current
Surgery Scheduling Coordinator
Cleveland Clinic
08.2022 - 12.2023
Patient Service Specialist
Cleveland Clinic
08.2020 - 08.2022
Customer Service Representative
Metro Health Hospital
08.2016 - 07.2020
Customer Support Partner
Metro Health Hospital
08.2015 - 08.2016
Food Service Attendant
Metro Health Hospital
07.2013 - 08.2015
Bachelor of Science - Healthcare Administration
Columbia Southern University
High School Diploma -
John F Kennedy High School