Tiayona Sumpter
Daytona Beach,FL
Summary
Enthusiastic dedicated customer service communicator professional skilled in building rapport with customers and providing solutions in a fast-paced environment, aiming to enhance overall customer experience, with over twenty years of experience in managing clients/patients inquiries and resolving issues to ensure customer satisfaction, including being a detail oriented team player with a passion for helping others with a strong track record for handling customers complaints effectively and efficiently.
Overview
10
10
years of professional experience
Work History
Patient Contact Center Agent-MyChart/Project Assistant - Remote
AdventHealth
05.2024 - 02.2025
- Entered customer information into customized computer system with Epic system to document and organize client records.
- Assisted in training new hires by sharing best practices and offering guidance on company processes.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Addressed escalated customer service issues sent from sales and service teams to save customer relationships.
- Scheduling/canceling appointments
- Viewing Test Results
- Sending messages to providers and office staff.
Patient Scheduling Coordinator/Remote
Orlando Health
05.2018 - 06.2024
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Managed high call volumes while maintaining exceptional accuracy in appointment scheduling.
- Used Epic EHR to schedule patients.
- Worked closely with other departments to resolve complex scheduling conflicts or accommodate special requests from patients or physicians.
- Maintained accurate patient records and confidential information while adhering to HIPAA regulations.
UM Administration Coordinator
Humana
05.2015 - 05.2018
- Delivered exceptional customer service while managing incoming calls/email inquiries from both internal and external parties professionally and promptly.
- Supported human resources functions including recruitment efforts, benefits administration, performance evaluations, and employee relations initiatives.
- Optimized office workflow by maintaining up-to-date procedural documentation for reference by all staff members.
- Contributed to a positive work environment by organizing team-building activities that fostered camaraderie among colleagues.
Education
Master of Science - Health Administration
University of Central Florida
Orlando, FL05-2014
High School Diploma -
Mainland High School
Daytona Beach, FL06-2010
Skills
- Problem-solving skills
- Administrative support
- Patient confidentiality
- Report generation
- Insurance verification
- Gathering information
- Medical terminology
- Data entry proficiency
- Healthcare industry
- Inbound phone call handling
- Calendar management
- Schedule management
- File management
- HIPAA compliance
- Typing speed
- Strong organization
- Microsoft Access
- Remote work capabilities
- Documentation management
- Reception oversight
- Authorization coordination
- Adaptable and flexible
- Email management
- Telephone etiquette
- Customer service
- Electronic health records
- Office administration
- Patient registration
- Staff leadership
Languages
English
Full Professional
Timeline
Patient Contact Center Agent-MyChart/Project Assistant - Remote
AdventHealth
05.2024 - 02.2025
Patient Scheduling Coordinator/Remote
Orlando Health
05.2018 - 06.2024
UM Administration Coordinator
Humana
05.2015 - 05.2018
Master of Science - Health Administration
University of Central Florida
High School Diploma -
Mainland High School