Tama Dorce
Orlando,FL
Summary
Dynamic Patient Care Coordinator with a proven track record at Walmart Specialty Pharmacy, enhancing patient satisfaction through effective care coordination and insurance verification. Skilled in HIPAA compliance and patient relations, I excel in problem-solving and communication, ensuring timely medication access and streamlined patient experiences. Committed to optimizing healthcare outcomes.
Overview
1
1
Language
11
11
years of professional experience
Work History
Patient Care Coordinator
Walmart Specialty Pharmacy
Orlando, FL
11.2025 - Current
- Coordinated patient care activities to ensure timely medication delivery and adherence to treatment plans.
- Assisted patients with insurance verification and benefit investigations to facilitate medication access.
- Managed patient inquiries, providing detailed information on medications, refills, and pharmacy services.
- Collaborated with healthcare providers to optimize patient care strategies and improve health outcomes.
- Monitored prescription workflows, ensuring accuracy in order processing and compliance with regulations.
- Developed educational materials for patients regarding medication usage and potential side effects.
- Managed sensitive patient information with strict adherence to HIPAA guidelines, maintaining confidentiality and privacy at all times.
- Provided exceptional customer service by addressing concerns, answering questions, and ensuring patient satisfaction with their care experience at the clinic.
- Enhanced patient satisfaction by efficiently scheduling appointments and managing patient flow.
- Streamlined communication between patients and healthcare providers, ensuring timely responses to inquiries and concerns.
- Communicated with insurance companies to verify coverage and obtain authorizations for medical treatments and procedures.
- Delivered excellent patient experiences and direct care.
- Coordinated with insurance companies for accurate billing and claim processing, reducing errors and financial discrepancies.
- Acted as a knowledgeable resource for patients seeking information about community resources and support services available to them in their healthcare journey.
- Monitored inventory levels of medical supplies and equipment, placing orders when necessary to prevent shortages or delays in patient care provision.
- Provided compassionate support for families during difficult healthcare decisions, acting as a liaison between them and their loved ones'' medical team.
- Managed patient records with strict adherence to confidentiality and accuracy standards.
- Enhanced patient satisfaction by coordinating timely care and addressing individual needs.
- Streamlined patient admission processes, reducing wait times and improving overall efficiency.
- Resolved patient concerns and complaints with empathy and professionalism, restoring trust in healthcare services.
- Developed patient education materials, empowering individuals with knowledge about their conditions and care options.
- Optimized resource allocation, ensuring that necessary medical supplies were always available for patient care.
- Coordinated scheduling of appointments to maximize healthcare providers' availability and patient convenience.
- Advocated for patients' rights and needs, ensuring their voices were heard in care decisions.
- Answered incoming calls, scheduled appointments and filed medical records.
- Verified patient insurance eligibility and entered patient information into system.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Facilitated communication between patients and various departments and staff.
- Provided excellent customer service to patients and medical staff.
- Greeted and assisted patients with check-in procedures.
- Compiled and maintained patient medical records to keep information complete and up-to-date.
- Responded to inquiries by directing calls to appropriate personnel.
- Engaged with patients to provide critical information.
- Followed document protocols to safeguard confidentiality of patient records.
- Organized patient records and database to facilitate information storage and retrieval.
- Trained new staff on filing, phone etiquette and other office duties.
- Helped address client complaints through timely corrective actions and appropriate referrals.
- Delivered support to medical staff in completion of patient paperwork.
- Resolved customer complaints using established follow-up procedures.
- Taught patients and families to use at-home medical equipment.
Technical Support Representative
Charter Spectrum
Lake Mary, FL
09.2017 - 05.2022
- Resolved technical issues for customers via phone, enhancing satisfaction and loyalty.
- Diagnosed and troubleshot network connectivity problems using diagnostic tools.
- Provided product support and training to clients on software applications effectively.
- Documented customer interactions in CRM system, ensuring accurate record-keeping.
- Led initiatives to streamline support processes, reducing average resolution time.
- Mentored junior staff on best practices for troubleshooting and customer service excellence.
- Analyzed feedback trends to recommend improvements in product features and support resources.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Used ticketing systems to manage and process support actions and requests.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
- Managed high levels of call flow and responded to technical support needs.
- Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
- Continuously updated personal technical knowledge through participation in workshops, seminars, and self-study to better serve the needs of clients.
- Conducted thorough research on reported issues, identifying root causes and implementing effective fixes to prevent future problems.
- Collaborated with cross-functional teams to identify recurring issues, developing proactive solutions to minimize future occurrences.
- Mentored new team members on company protocols and best practices for delivering exceptional technical support services.
- Enhanced customer loyalty with prompt and effective resolution of technical issues.
- Solved complex technical issues for clients, leading to significant decrease in repeat support calls.
- Reduced call handling time, implementing efficient diagnostic protocols.
- Improved customer satisfaction scores with personalized technical support and follow-up.
- Researched and identified solutions to technical problems.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed and configured operating systems and applications.
- Installed, configured and maintained computer systems and network connections.
- Created user accounts and assigned permissions.
- Monitored system performance to identify potential issues.
- Configured hardware, devices, and software to set up work stations for employees.
- Developed and implemented preventive maintenance procedures.
- Patched software and installed new versions to eliminate security problems and protect data.
- Configured and tested new software and hardware.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Helped streamline repair processes and update procedures for support action consistency.
- Tested new software and hardware prior to deployment.
- Offered assistance in implementing and developing training programs.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Assisted in development of system security protocols.
- Worked with supervisors and team members to understand supply needs and bring levels within desired tolerances.
Customer Service Cashier
Universal Studios
Orlando, FL
05.2015 - 07.2017
- Processed customer transactions efficiently using point-of-sale systems.
- Provided exceptional customer service, addressing inquiries and resolving issues promptly.
- Maintained accurate cash drawer, ensuring balanced end-of-shift reports.
- Assisted in training new staff on operational procedures and customer interaction techniques.
- Collaborated with team members to enhance workflow and improve service speed.
- Monitored inventory levels and reported discrepancies to management for timely restocking.
- Implemented upselling techniques, contributing to increased sales during peak hours.
- Ensured compliance with safety and sanitation standards in all operational areas.
- Maintained a clean and organized workspace, promoting a welcoming environment for customers.
- Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Processed customer orders and accurately handled payment transactions.
- Resolved customer complaints with professionalism and empathy, resulting in increased customer loyalty.
- Met customer service goals and exceeded customer expectations.
- Resolved customer complaints and maintained clean and tidy checkout area.
- Enabled customers to feel welcomed, important, and appreciated by answering questions about products sold throughout store.
- Counted money in drawers at beginning and end of each shift.
- Promoted a positive shopping experience by greeting customers warmly upon entry and providing assistance as needed.
- Developed and managed relationships with customers to increase customer loyalty.
- Answered product questions using knowledge of sales and store promotions.
- Assisted in training new employees, ensuring they were knowledgeable about company policies and procedures.
- Balanced cash registers accurately at the end of each shift, minimizing discrepancies and errors.
- Utilized POS system to handle customer cash and credit card transactions.
- Managed cash register operations accurately, reducing the risk of shortages or overages in daily reconciliations.
- Provided support to fellow cashiers by stepping in during breaks or assisting with complex transactions as needed.
- Processed returns and exchanges with care, adhering to store policies while prioritizing customer satisfaction.
- Handled sensitive information securely while processing payments through various methods including cash, credit cards, and gift cards.
- Offered additional services such as loyalty programs or special promotions to enhance customer engagement.
- Redeemed coupons to discount purchases.
- Utilized strong product knowledge to upsell items when appropriate, boosting overall sales revenue.
- Trained new cashiers, enhancing team efficiency and accuracy in transactions.
- Collaborated with team members to maintain smooth operations during peak hours.
- Managed cash drawer and financial transactions to maintain accurate store accounts.
- Resolved customer complaints, leading to noticeable improvement in customer satisfaction ratings.
- Participated in regular inventory counts, ensuring accuracy in store stock levels.
- Assisted customers in locating products, improving overall shopping efficiency and satisfaction.
- Addressed customer inquiries with detailed product knowledge, increasing sales through informed recommendations.
- Monitored inventory at checkout, ensuring high-demand items were always in stock.
- Enhanced customer experience by providing prompt and accurate transactions.
- Ensured cleanliness and organization of checkout area, contributing to positive shopping environment.
- Enhanced store security by identifying and reporting suspicious activities.
- Promoted store loyalty programs to customers to enhance engagement and repeat business.
- Coordinated with stock team to ensure product availability at checkout area, optimizing customer's shopping experience.
- Performed cash, card, and check transactions to complete customer purchases.
- Operated cash register to record transactions accurately and efficiently.
- Used POS system to enter orders, process payments and issue receipts.
- Processed refunds and exchanges in accordance with company policy.
- Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.
- Conducted inventory counts by adding each item in stock and documenting in computer system.
Customer Support Specialist
Alorica
Orlando, FL
07.2022 - 2024
- Resolved customer inquiries through multiple channels, ensuring high satisfaction levels.
- Collaborated with team members to streamline support processes and enhance service delivery.
- Managed customer accounts, updating information accurately in CRM systems.
- Provided training to new staff on company policies and customer service protocols.
- Analyzed customer feedback to identify trends and recommend process improvements.
- Maintained knowledge of product offerings to effectively address customer concerns and questions.
- Coordinated with cross-functional teams to ensure timely resolution of complex issues.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
- Participated in regular meetings with management to discuss ongoing departmental challenges and propose actionable solutions.
- Analyzed customer feedback data to identify areas for improvement and recommended appropriate solutions.
- Resolved customer complaints with empathy and patience, restoring client confidence in company.
- Optimized use of CRM tools, ensuring accurate tracking and follow-up of customer interactions.
- Reduced call handle time, allowing for more customer inquiries to be resolved each day.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed and configured operating systems and applications.
- Installed, configured and maintained computer systems and network connections.
- Created user accounts and assigned permissions.
- Monitored system performance to identify potential issues.
- Patched software and installed new versions to eliminate security problems and protect data.
- Configured hardware, devices, and software to set up work stations for employees.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Researched and identified solutions to technical problems.
- Enhanced knowledge sharing within team, ensuring all members were up-to-date with latest product information.
Education
Associate of Arts -
Seminole State College of Florida
Sanford, FL08.2017
High School Diploma -
Evans High School
Orlando, FL05.2013
Skills
- Friendly, positive attitude
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Flexible and adaptable
- Dependable and responsible
- Multitasking
- Multitasking Abilities
- Excellent communication
- Critical thinking
- Computer skills
- Organizational skills
- Calm under pressure
- Active listening
- Organization and time management
- Decision-making
- Problem resolution
- Verbal communication
- HIPAA compliance
- Appointment scheduling
- Critical thinking skills
- Patient relations
- Insurance verification
- Patient care coordination
- Patient confidentiality
- Verbal and written communication
- Patient records management
- Goal setting
- Patient documentation
- Follow-up care
- Patient safety
- Patient registration
- Filing and recordkeeping
- Proficient in connexus
- Policy compliance
- Insurance practices
- Patient assessment
- Quality assurance
- Patient flow management
- Inventory management
- Database coordination
- Patient outreach and Follow-up
- Medical data collection
- Monitoring tools
- Billing statement processing
- HIPAA protocol adherence
- Payment arrangements & negotiation
- Punctual and hardworking
- Calm and effective under pressure
- Registration and scheduling
- Caring and empathetic
- Patient intake
- Insurance verifying
- Document filing
- Outbound calling
- Patient needs assessment and referral
Languages
Spanish
Native or Bilingual
Timeline
Patient Care Coordinator
Walmart Specialty Pharmacy
11.2025 - Current
Customer Support Specialist
Alorica
07.2022 - 2024
Technical Support Representative
Charter Spectrum
09.2017 - 05.2022
Customer Service Cashier
Universal Studios
05.2015 - 07.2017
Associate of Arts -
Seminole State College of Florida
High School Diploma -
Evans High School