Summary

Overview

Work History

Education

Skills

Timeline

SERENITY JACOBS

Atlanta,GA

Summary

Compassionate and strategic administrative professional with over 5 years of experience supporting healthcare, nonprofit, and community‑based organizations. Skilled in trauma‑informed communication, client relationship management, and culturally responsive service delivery. Adept at optimizing front‑office operations, improving patient and client experiences, and supporting teams through empathy, organization, and a people‑first mindset. Recognized for strengthening workflows, enhancing access to care, and fostering inclusive, equitable environments.

Overview

years of professional experience

Work History

Communications Coordinator

Atlanta Community Food Bank

07.2025 - Current

Manage 300+ inbound calls daily, assisting clients with food assistance services, scheduling, and program information.
Coordinate appointments for multiple food pantry locations serving hundreds of community members each day.
Screen and schedule seniors for home food delivery programs, ensuring access to essential nutrition services.
Provide referrals to community resources and partner organizations based on individual client needs.
Maintain accurate client records and delivery documentation while collaborating with team members to support efficient service operations.

Medical Front Office Coordinator

Advent Health

11.2024 - 06.2025

Managed high-volume patient intake, check-ins, and authorizations for 79+ patients daily in a fast‑paced clinical environment.
Navigated complex guidelines across 100+ insurance networks to reduce administrative barriers and ensure seamless, equitable access to care.
Balanced detailed, compliant EMR documentation with empathetic, culturally sensitive patient interactions.
Contributed to interdisciplinary workflow improvements and patient‑experience initiatives to boost clinic satisfaction scores.

Office Management Assistant

Simplified Imaging Solutions

06.2023 - 06.2024

Managed intricate pharmaceutical billing workflows and high-volume customer service operations with a high degree of accuracy and empathy.
Coordinated fast-paced dispatch schedules and cross-departmental communications between healthcare providers and pharmacies.
Resolved complex billing discrepancies and claims errors through proactive, collaborative problem-solving with providers, pharmacies, and patients.
Fostered a collaborative, remote-friendly team culture built on reliability, mutual respect, and adaptability.

Office Manager

Talk2Me Unconventional Therapy

01.2019 - 06.2025

First point of contact for over 150 clients, utilizing trauma-informed communication and empathetic listening to create a culturally safe, inclusive atmosphere.
Led collaborative efforts with therapists and administrative staff to resolve client issues and promote equitable access to mental health services.
Facilitated process improvements in customer retention, reducing cancellations by 5% through tailored, relationship-centered strategies.
Trained new hires on EMR systems and insurance billing, embedding inclusivity and service ethics into onboarding.
Actively contributed to a workplace culture that valued transparency, inclusion, and professional growth for all team members.

Program Support & Community Outreach Assistant

Girls of the World INC.

08.2020 - 06.2023

Coordinated and supported youth empowerment workshops and community events for girls ages 10–18, centering on mental wellness, leadership, and life skills in underserved communities.
Partnered with team leaders to design inclusive, impactful programming that reinforced core values of equity, self-advocacy, and growth.
Acted as a liaison between families, community leaders, and volunteers to build stronger engagement and understanding across diverse groups.
Tracked participant development and feedback to improve outreach strategies and report progress on internal benchmarks.
Supported social media and fundraising campaigns to drive visibility for equity-focused events and community initiatives.
Mentored youth in a consistent, trauma-informed, and culturally competent manner, embodying the organization’s DE&I mission.