Tiffany Smith
Chicago,IL
Summary
Dedicated and empathetic professional with more than 10 years of experience in community outreach, patient access, and crisis management. Proven track record of navigating complex healthcare systems to connect vulnerable populations with vital resources. Skilled in trauma-informed care, conflict resolution, and data-driven case management. Committed to advocating for survivors of trauma, and reducing community violence through strategic intervention and support.
Overview
13
13
years of professional experience
Work History
ACCESS SPECIALIST II
RUSH University Medical Center
Chicago, IL
08.2024 - 02.2025
- Delivered trauma-informed patient support as first point of contact for high-volume clinic specialties, de-escalating distressed patients and guiding them to appropriate clinical care
- Managed sensitive patient data within Epic/Electronic Medical Record (EMR) system, ensuring accurate documentation of patient needs for continuity of care
- Achieved top-tier quality assurance scores by utilizing an empathetic-focused mindset to assist diverse patient populations in navigating insurance verification, appointment scheduling, and MyChart portal barriers
- Collaborated with clinical teams to streamline patient access, enhancing support for department with highest call volume in access center
PROJECT COORDINATOR
University of Chicago Medicine
Chicago, IL
05.2022 - 09.2023
- Served as a community liaison for the SHARE Network, bridging the gap between clinical specialty care and underserved community populations with a focus on senior care and education
- Conducted community needs assessment to design and distribute health-related resources, newsletters, and educational materials tailored to older adults and caregivers
- Facilitated outreach events and health fairs, establishing trust-based relationships with community partners, faith-based organizations, and local advocacy groups
- Designed and disseminated inaugural ‘Dementia Resource Champions’ online training series, including recruitment flyers, equipping community members with the tools to support families managing complex health challenges
CUSTOMER SUCCESS MANAGER
AppFolio
Richardson, TX
02.2020 - 04.2021
- Demonstrated strong crisis resolution skills, acting as a resolute advocate for clients to resolve complex operational issues via phone, email, and virtual meetings
- Maintained detailed records of client interactions and case resolutions in CRM software, ensuring thorough follow-up and accountability – skills directly transferable to patient case management
- Recognized as a peer-nominated MVP for ability to build rapport and trust while educating client using CRM software, a critical skill for engaging with trauma survivors and hesitant community members
ACCOUNT MANAGER
Powerhouse Retail Services
Crowley, TX
04.2019 - 12.2019
- Orchestrated large-scale maintenance projects, identified risks and solved problems rapidly, ensuring safety and compliance across multiple facilities
- Negotiated with vendors and managed resources to enhance service delivery timelines while coordinating complex logistics under pressure
OPERATIONS SPECIALIST
SMS Assist
Chicago, IL
02.2017 - 03.2019
- Crisis Management: Managed the end-to-end lifecycle of more than 3,000 disaster-relief work orders following a major hurricane; rapidly allocated resources to impacted residents to ensure safety and property recovery
- Utilized triage and prioritization skills to reduce escalated cases by 50%, identifying urgent needs and deploying real-time solutions to enhance service delivery
- Recognized as Quality Assurance MVP in 200-member residential department for delivering exceptional customer service through empathetic engagement
- Analyzed operational data to anticipate resident needs and optimize workflow, resulting in timely responses to critical residential issues
OUTREACH PROJECT MANAGER
New Life Covenant Southeast
Chicago, IL
05.2015 - 05.2016
- Youth & Family Advocacy: Directed strategic outreach initiatives including Haiti mission project servicing 250 youth and the Ronald McDonald House project supporting 50+ family members in crisis
- Coordinated volunteer teams and logistics for large-scale community service events, fostering safe and supportive environments for at-risk populations
CORPORATE COMMUNICATIONS SPECIALIST
BMO Harris Bank
Chicago, IL
02.2014 - 04.2015
- Managed internal and external communications to raise awareness for more than 100 sponsorship and community projects, successfully highlighting the bank’s investment in local neighborhoods
CORPS MEMBER AND EVALUATIONS COORDINATOR
City Year
Chicago, IL
06.2012 - 05.2013
- Case Management: Managed a caseload of ‘focus list’ students in a low-income public school, documenting behavioral and academic interventions to improve student outcomes
- Behavioral Intervention: Implemented social-emotional learning (SEL) strategies that resulted in a 57% increase in DESSA T-Scores and a 40% reduction in behavioral altercations
- Conducted bi-weekly home/parent outreach calls to enhance family engagement and support student attendance and success
- Developed hip-hop themed data analytics model for homeroom classes, enabling first-year students to achieve top attendance in the school for several weeks
Education
BACHELOR OF SCIENCE - Sociology
University of Wisconsin-Madison
Madison, WISkills
- Meticulous
- Interpersonal
- Communication
- Teaching and mentoring
- Project management
- Customer service
- Caregiving
- Community outreach
- Customer relationship management
- Time management
- Complex problem solving
- Cross-functional collaboration
- Organization
- Microsoft Office Suite
- EMR/EPIC
- SaaS
- Salesforce
Accomplishments
- Top Performer in POS & QA, RUSH University Medical Center, 2024
- Top Performer in Customer Success, AppFolio, 2020
- Quality Assurance MVP, SMS Assist, 2018
- 3X Golden Ticket Award Winner, SMS Assist, 2018-2019
- United Way Speaker, City Year-BMO Harris Bank, 2013
Timeline
ACCESS SPECIALIST II
RUSH University Medical Center
08.2024 - 02.2025
PROJECT COORDINATOR
University of Chicago Medicine
05.2022 - 09.2023
CUSTOMER SUCCESS MANAGER
AppFolio
02.2020 - 04.2021
ACCOUNT MANAGER
Powerhouse Retail Services
04.2019 - 12.2019
OPERATIONS SPECIALIST
SMS Assist
02.2017 - 03.2019
OUTREACH PROJECT MANAGER
New Life Covenant Southeast
05.2015 - 05.2016
CORPORATE COMMUNICATIONS SPECIALIST
BMO Harris Bank
02.2014 - 04.2015
CORPS MEMBER AND EVALUATIONS COORDINATOR
City Year
06.2012 - 05.2013
BACHELOR OF SCIENCE - Sociology
University of Wisconsin-Madison