Tiffany James
Monroe,LA
Summary
Adaptable operations and support professional with extensive experience managing complex scheduling, multi-channel customer communications, and administrative workflows. Proven ability to identify control gaps, maintain rigorous data integrity, and collaborate with leadership to implement process improvements and corrective action plans. Skilled in training team members, leveraging digital databases, and delivering high-touch support to drive operational efficiency and service excellence in fast-paced environments.
Overview
15
15
years of professional experience
Work History
Centralized Scheduling: Patient Scheduling
06.2023 - Current
- Scheduled patient appointments using approved criteria for primary care, pediatric care, and specialty clinics. Provided customer service by answering phone calls and addressing inquiries related to medication refills, clinical questions, billing, and medical records.
- Resolved customer issues with knowledgeable and friendly service, fostering high satisfaction levels.
- Proposed innovative ideas and solutions that improved team collaboration and outcomes.
- Collaborated with diverse coworkers to achieve goals and resolve issues related to products and services.
Pharmacy Clerk- OTC
Affinity Health Group
Monroe, Louisiana
03.2022 - 06.2023
- Processed quarterly orders for BCBS members while establishing and maintaining patient profiles, ensuring organizational database was updated with current information. Explained usage of new Flex cards to patients in stores and through pay forward department. Answered phones, gathered members' information to search for accounts using Pioneer system, and created accounts for new members. Keyed in item numbers, submitted orders using flex card numbers, pulled ordered items from shelves, packaged them, and scanned tickets for USPS mailing with tracking numbers. Maintained stocked shelves with inventory.
- Processed prescription orders and supported pharmacy workflow at Affinity Health Group.
- Verified insurance details and updated patient records in pharmacy system to support accurate prescription processing.
- Facilitated patient pickup and drop-off while addressing basic prescription inquiries to ensure smooth pharmacy operations.
Customer Service Resolution Specialist
Lumen Technologies
Monroe, Louisiana
11.2021 - 03.2022
- Handled contact center support activities, identifying and assessing customer needs quickly and accurately while delivering exceptional service through extensive product knowledge and creating positive experiences. Assisted CLEC and resale representatives with inquiries, responding to customer concerns courteously and professionally, resolving problems to customer satisfaction.
- Resolved customer service cases using Lumen billing and account systems.
- Coordinated with technical teams to manage service interruptions and restore functionality, routing escalations through Lumen support channels.
- Updated customers on order status and Lumen service requests, ensuring timely communication and clarity on progress.
Diet Clerk
St. Francis Medical Center
Monroe, Louisiana
08.2018 - 11.2021
- Established and managed diet office operations to ensure efficient service delivery and smooth workflow. Created and printed diet orders to prepare for food trays. Worked closely with chefs and line members to ensure patients received correct menu items according to their diets. Answered incoming calls from nurses, doctors, and patients to fulfill dietary requests promptly. Supported food preparation processes by organizing ingredients and equipment.. Set up trays with utensils according to patient requirements. Assisted with menu ordering in compliance with therapeutic diets Kept the patient card current, recording diet and food changes, preferences, and allergies. Collected and processed floor stock orders for timely inventory replenishment., gathered stock items, and stocked all floors and departments with their requested stock items for patients. Served meals to residents in accordance with established schedules and dietary procedures. Arranged tray and or table settings with proper tableware, condiments, and tray card. Documented and reported resident changes in consumption and behaviors to inform dietary adjustments.
- Coordinated patient meal orders for St. Francis Medical Center diet office.
- Verified diet prescriptions against physician orders and nutrition notes.
- Entered meal selections into hospital nutrition software.
Administrative Clerk
Guardian EMS
Addison, Texas
03.2012 - 08.2017
- Trained 24 team leads, providing ongoing professional guidance to enhance team capabilities. Performed audits and endorsements multi-tasked, while maintaining complex schedules and managing administrative support Generated memos, emails, and reports daily Developed and implemented plans for team functions, including receptions, parties, meetings, SERVE events, and team-building outings, ensuring seamless execution. Coordinated and maintained impressive office organization to keep facilities efficient, organized, and professional. Created and updated physical and digital records, maintaining accurate and compliant documentation to support operational efficiency.
- Processed patient transport paperwork for Guardian EMS
- Entered schedule updates into administrative systems
- Answered calls from hospitals and patients
Education
Certification - Massage Therapy
Everest College
Everett, WA10-2008
High School Diploma -
Wossman High School
Monroe, LA05-2003
Skills
- Patient Data Management
- Appointment Verification
- Medical terminology knowledge
- Medication Preparation
- Customer service compliance
- Call center operations
- POS systems expert
- Data integrity commitment
- MS Office proficiency
- Inventory Management
- Problem-solving aptitude
- Creative problem solver
- Effective communication
Skills
U-Won-Te Savior Non-Profit Organization, It is important to give back to the community and help the less fortunate. I volunteer my time to feed the homeless twice a month. In addition, this NPO provides special services during the holidays and on special occasions (i.e., Mother's Day makeovers, Father's Day Haircuts, Back-to-school supply drive) and deliver non-food essentials, (10+ years)
Timeline
Centralized Scheduling: Patient Scheduling
06.2023 - Current
Pharmacy Clerk- OTC
Affinity Health Group
03.2022 - 06.2023
Customer Service Resolution Specialist
Lumen Technologies
11.2021 - 03.2022
Diet Clerk
St. Francis Medical Center
08.2018 - 11.2021
Administrative Clerk
Guardian EMS
03.2012 - 08.2017
Certification - Massage Therapy
Everest College
High School Diploma -
Wossman High School