Tenacia Norris
Customer Service
Georgia
Summary
Enthusiastic customer service professional motivated to work with patients, families and care teams efficiently. Friendly, adaptable and collaborative professional successful devising satisfying solutions to complex problems. As a patient representative dedicated to providing superior support for patients in need of reliable information regarding insurance coverage, finance options and documentation requirements. Well-versed in scheduling and database management functions for streamlined communication and reduced correspondence backlogs. Excels at identifying client needs and concerns to improve engagement strategies and overall service.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Patient Care Coordinator
Emory Healthcare Midtown Hospital
03.2023 - Current
- 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.
- Coordinated with financial counselor for accurate billing and claim processing, reducing errors and financial discrepancies.
- Implementing a more efficient system for managing medical records, resulting in faster access to crucial information during patient visits.
- Trained new staff members on office procedures and protocols, ensuring consistency in patient care delivery.
- Managed sensitive patient information with strict adherence to HIPAA guidelines, maintaining confidentiality and privacy at all times.
- Collaborated with interdisciplinary teams to create seamless transitions between various stages of treatment plans, enhancing continuity of care.
- Organized community outreach events to promote awareness of available services, increasing clinic visibility within the local area.
- Reintroducing minimizing wait times by re-discussing implementing our effective appointment reminder system for patients, to minimizing no-shows and hold patients responsible late arrivals.
- Provided compassionate support for families during difficult healthcare decisions, acting as a liaison between them and their loved ones' medical team.
- Fostered strong relationships with referral sources for increased network connections, benefiting both the clinic and its patients through expanded resources.
- Improved overall organization within the office by implementing electronic filing systems for patient records, reducing time-consuming paperwork processes.
- Acted as a knowledgeable resource for patients seeking information about community resources and support services available to them in their healthcare journey.
- Evaluated and optimized office workflows for peak efficiency, identifying areas of improvement and implementing necessary changes to better serve patients and staff alike.
- Maintained confidentiality of patient data and condition to safeguard health information.
- Worked closely with patients to deliver excellent and direct individualized patient care.
- Acted as main point of contact for patients, doctors, and hospital staff by closely reviewing medical charts and maintaining high levels of communication.
- Assisted patients with completing necessary paperwork and forms to provide healthcare facilities with essential information to bill for services.
- Monitored patient health records for accuracy to meet compliance with healthcare guidelines.
- Developed comprehensive reports for senior management, enabling informed decision-making based on data-driven insights.
- Received different recognition awards from excellent customer service skills
Patient Service Coordinator II
Emory University Healthcare
04.2019 - 02.2023
- Increased efficiency by streamlining coordination processes and implementing new organizational systems.
- Managed project timelines for successful completion, ensuring milestones were met and deadlines were adhered to.
- Coordinate and manage patient referrals to ensure timely and appropriate access to specialized healthcare services
- Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
- Assist in the training and onboarding of new Patient Service Coordinators to ensure a smooth transition and understanding of clinic operations and procedures.
- Collaborate with healthcare professionals to develop and implement patient care plans
- Coordinated cross-functional teams, resulting in seamless project execution and enhanced outcomes.
- Enhanced customer satisfaction by responding promptly to inquiries and addressing concerns professionally.
- Maintain regular and accurate records of patient interactions and communication for reference and analysis purposes.
- Implemented cost-saving measures through resource allocation optimization, leading to significant budget reductions.
- Assist in the development and implementation of new patient care programs and initiatives to enhance the quality of care provided to patients and improve patient outcomes.
- Reduced logistical errors through meticulous planning of transportation schedules and inventory management practices.
- Assisted in recruitment efforts, coordinating interviews and managing onboarding activities for new hires effectively.
- Enhanced operational workflows by maintaining well-organized documentation systems and updating records accurately as needed.
- Oversaw scheduling tasks efficiently, ensuring optimal staff coverage during peak times without sacrificing quality of service delivery or exceeding budget constraints.
- Collaborated with department heads to develop strategic plans aligning with overall company objectives, fostering a unified approach toward shared goals.
- Managed budgets skillfully by tracking expenses diligently and allocating resources appropriately based on priority needs.
- Resolved conflicts swiftly among team members through effective mediation techniques, fostering an amicable working environment conducive to collaboration.
- Coached employees through day-to-day work and complex problems.
- Entered data, generated reports, and produced tracking documents.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Gathered and organized materials to support operations.
- Tracked records, filed documents and maintained communication between clients to manage office activities.
- Prepared agendas and took notes at meetings to archive proceedings.
- Participated in workshops and in-service meetings to enhance personal growth and professional development.
- Used job-related software to draft and finalize written correspondence and documentation.
- Evaluated operational practices and identified improvement opportunities to develop revisions for systems and procedures.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
Brand Ambassador/ Seasonal Sales Associate
Victoria's Secret Pink
10.2018 - 01.2021
- Assisted in creating an engaging and visually appealing store environment by maintaining an organized and clean display.
- Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Assisted in managing the inventory and ensuring all products are properly stocked and displayed
- Developed new client relationships by actively engaging with potential customers and highlighting the benefits of our product offerings.
- Collaborated with team members to brainstorm and implement innovative marketing strategies to drive sales during peak seasons and high-volume events
- Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
- Assisted in training new seasonal sales associates to ensure consistent and knowledgeable customer service during high-volume events
- Collaborated with team members to improve overall store performance, sharing best practices, and offering support as needed.
- Assisted in organizing and executing special events and promotions to drive customer traffic and increase sales.
- Maintained accurate inventory records to ensure adequate stock levels, minimizing out-of-stock situations that could impact customer satisfaction.
- Assisted in training new staff members on company policies, product information, and sales techniques for a seamless onboarding experience.
- Contributed to visual merchandising efforts by creating eye-catching displays that showcased products effectively and enticed shoppers to make purchases.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Provided personalized shopping experiences for repeat customers by remembering their preferences and offering tailored recommendations.
- Utilized cross-selling techniques to introduce customers to complementary products, increasing average transaction size.
- Participated in team meetings and training sessions regularly for continuous professional development within the retail industry.
- Maximized profitability with strategic upselling techniques during one-on-one interactions with clients at the point of purchase.
- Streamlined processes within the store''s operations by organizing merchandise layouts for easy access.
- Minimized wait times for customers during peak hours, maintaining a high level of customer satisfaction.
- Assisted in the development and implementation of marketing initiatives to promote store events and special promotions.
- Enhanced team productivity by fostering a positive work environment and providing support to colleagues as needed.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Helped customers locate products and checked store system for merchandise at other sites.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Managed returns, exchanges and refunds in accordance with store policy.
- Prepared merchandise for sales floor by pricing or tagging.
- Answered customer questions about sizing, accessories, and merchandise care.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Solved customer challenges by offering relevant products and services.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Enhanced brand recognition by executing promotional events and engaging customers with product demonstrations.
Makeup Artist/Hair Salon Assistant
Cherry Blow Dry Bar - Midtown (non-established)
06.2018 - 12.2019
- Enhanced client satisfaction by providing personalized makeup consultations and product recommendations.
- Increased customer loyalty through exceptional service and tailored makeup applications.
- Collaborated with photographers and stylists to achieve desired looks for photoshoots, ensuring high-quality results.
- Streamlined appointment scheduling and management processes, improving overall efficiency in the studio.
- Conducted makeup workshops and demonstrations, educating clients on current trends and techniques.
- Developed customized makeup plans for bridal parties, contributing to memorable wedding experiences.
- Assisted in marketing efforts by creating visually appealing content showcasing various makeup styles, attracting new clientele.
- Maintained a hygienic workspace by adhering to strict sanitation practices, ensuring client safety and comfort.
- Contributed to increased sales of beauty products by demonstrating their benefits during makeover sessions.
- Established rapport with clients by attentively listening to their needs and preferences, cultivating repeat business.
- Advised clients on proper skincare routines, promoting healthy skin as the foundation for flawless makeup application.
- Transformed clients'' appearances using advanced contouring techniques, enhancing features for special occasions or events.
Sales Support Associate
Macy's Department Stores
09.2010 - 08.2017
- Boosted customer satisfaction by providing timely and accurate sales support services.
- Enhanced team productivity by streamlining sales support processes and procedures.
- Assisted in achieving sales targets through effective coordination with the sales team.
- Reduced order processing time by implementing efficient order management systems.
- Strengthened client relationships, promptly addressing concerns and inquiries.
- Facilitated smooth communication between sales staff and clients to ensure seamless transactions.
- Optimized inventory management, monitoring stock levels, and coordinating product replenishment as needed.
- Improved customer retention rates by consistently delivering excellent service and support.
- Streamlined order tracking processes, ensuring timely delivery of products to customers.
- Collaborated closely with the marketing team in creating promotional materials that generated more leads for the sales department.
- Aided in the development of training materials for new Sales Support Associates, ensuring a smooth onboarding experience.
- Fulfilled ad-hoc administrative duties as required which contributed towards overall operational efficiency within the workplace.
- Answered questions regarding seller inventory, shipping, payments and buyer complaints.
- Issued credits for contested returns, shipping fees and damaged merchandise.
- Provided seller support on refunds, posted feedback and policy changes.
- Learned and frequently used multiple sales systems to investigate, track, and correct customers' issues.
- Documented customer complaints and completed corrective action requests.
- Managed customer accounts, responding to inquiries and resolving customer service issues
Education
Bachelor of Arts - Digital Communications And Media
Full Sail University
Winter Park, FL09.2021
Associate of Arts - Master Cosmetology
Empire Beauty School
Atlanta, GA04.2018
Bachelors Degree - Fine Arts in Writing
Savannah College of Art & Design
Atlanta, GA03.2015
High School Diploma -
Towers High School
Decatur, GA03.2008
Skills
- Customer Service
- Data Entry
- Creative Writing
- Stocking
- Cashier
- Receptionist
- Hair Styling
- Sales Support
- Store Management
- Administrative Supervision
- Patient Care Coordination
- Office Administration
- New Hire Training
- Payment Collection
- Insurance Verification
- Leadership
- Community Service
- HIPAA Compliance
- Interdepartmental Collaboration
- Filing and Recordkeeping
- Organizational Standards
- Appointment Scheduling
- Patient Flow Management
- Medical Records Management
- Patient Communication
- Patient Care
- Inventory Management
- Verbal and Written Communication
- Multitasking Ability
- Goal Setting
- Proficient in Microsoft, Google, Apple, Canva, Epic, EMr, Centricity/GECB, Adobe, etc
- Creative Problem-Solving
- Patient Education
Websites
Certification
- Certified Epic Cadence Consultant, Epic University, October 2022 - Present
- Learning to Write Marketing Copy, LinkedIn, February 2019 - Present
- Advanced Grammar, LinkedIn, February 2019 - Present
- Marketing Foundations, LinkedIn, February 2019 - Present
- SEO Foundations, LinkedIn, June 2019 - Present
- SEO: Keyword Strategy, LinkedIn, February 2019 - Present
- Certified Charge Batch Entry, Emory Healthcare, May 2019 - Present
- Email and Newsletter Marketing Foundations, LinkedIn, February 2020 - Present
- Build Your Logical Thinking Skills, LinkedIn, December 2023 - Present
- Think Like A Lawyer to Make Decisions and Solve Problems, LinkedIn, December 2023
Timeline
Patient Care Coordinator
Emory Healthcare Midtown Hospital
03.2023 - Current
Patient Service Coordinator II
Emory University Healthcare
04.2019 - 02.2023
Brand Ambassador/ Seasonal Sales Associate
Victoria's Secret Pink
10.2018 - 01.2021
Makeup Artist/Hair Salon Assistant
Cherry Blow Dry Bar - Midtown (non-established)
06.2018 - 12.2019
Sales Support Associate
Macy's Department Stores
09.2010 - 08.2017
Bachelor of Arts - Digital Communications And Media
Full Sail University
Associate of Arts - Master Cosmetology
Empire Beauty School
Bachelors Degree - Fine Arts in Writing
Savannah College of Art & Design
High School Diploma -
Towers High School
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