Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Tiona Henderson

Glassport,PA

Summary

Dynamic and adaptable Clinical Support Specialist III with a proven track record at Magee-Women's Hospital of UPMC, excelling in HIPAA compliance and effective communication. Demonstrated ability to enhance clinical workflows and patient care management, achieving streamlined processes and improved patient satisfaction. Skilled in teamwork and problem-solving, consistently delivering high-quality support in fast-paced environments. Courteous candidate with evidence of experience providing quality patient care and administrative services. Proven track record of success in streamlining operations, developing protocols and improving patient outcomes. Strong commitment to exemplary customer service and maximizing patient safety and satisfaction. Highly-trained individual and skilled communicator effectively interacts with patients, staff and other healthcare professionals. Remarkable background in scheduling appointments, processing referrals and providing diagnosis and treatment plans to patients. Strong knowledge of medical terminology and HIPAA regulations.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Clinical Support Specialist III

Magee-Women's Hospital of UPMC
11.2023 - Current
  • Performed routine office tasks necessary for office operation and presentation.
  • Communicated medical need for patient visits to scheduling department.
  • Noted physician orders in chart and completed directed actions.
  • Delivered high-quality clinical support services by adhering strictly to guidelines, policies, and procedures set forth by the organization.
  • Streamlined workflow efficiencies within the clinical environment through continual process improvements and updates on best practices in patient care management.
  • Scheduled patients for appointments and maintained master calendar.
  • Supported office operations by expertly handling administrative needs.
  • Answered patient inquiries and provided information about healthcare services.
  • Completed necessary reports and documentation on time and to specifications.
  • Served as a reliable resource to both healthcare providers and patients alike, addressing questions or concerns promptly and knowledgeably.
  • Collaborated with physician to verify capture of care coordination billable minutes.

Medical leave

08.2023 - 11.2023
Maternity leave

Professional Development

07.2022 - 06.2023
Went to school for a year to receive cosmetology certification

DEPARTMENT COORDINATOR, EDUCATION

Carnegie Museum of Art
06.2021 - 06.2022
  • Developed and implemented training programs to enhance staff skills and productivity.
  • Assisted in the preparation of comprehensive reports and presentations, capturing essential department data for executive review and decisionmaking.
  • Improved department efficiency by streamlining processes and implementing new organizational systems.
  • Coordinated cross-functional team meetings for enhanced collaboration and communication within the department.
  • Managed departmental budgets, ensuring accurate tracking of expenses and optimizing resource allocation.
  • Organized and maintained department records for easy access and regulatory compliance.
  • Managed vendor relationships, negotiating contracts for optimal cost savings without compromising quality or service levels.
  • Created detailed project plans to guide department initiatives from inception to completion.
  • Oversaw daily operations, ensuring smooth workflows and timely completion of tasks within the department.
  • Facilitated regular departmental meetings, promoting open communication and alignment on goals and priorities.
  • Introduced new methods, practices, and systems to reduce turnaround time.
  • Organized spaces, materials and catering support for internal and client-focused meetings.
  • Organized meetings for executives and coordinated availability of conference rooms for participants.
  • Improved office operations by automating client correspondence, record tracking and data communications.
  • Support program process, Data collection/analysis, Reconcile monthly finances, Answer phones, emails, and conduct basic clerical work, Prepare contracts and payment request, Project Management, Coordinating Department Calendar and Schedule, Event preparation and appointment scheduling

CUSTOMER SERVICE REP (Ecare)

CVS Caremark
06.2018 - 06.2021
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Resolved associate, tool and service delivery issues revealed by statistical reports.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Responded proactively and positively to rapid change.
  • Promptly responded to inquiries and requests from prospective customers.
  • Maintained up-to-date knowledge of product and service changes.
  • Met customer call guidelines for service levels, handle time and productivity.

Server

Applebee's Neighborhood Grill & Bar
04.2014 - 03.2019
  • Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
  • Served food and beverages promptly with focused attention to customer needs.
  • Worked with POS system to place orders, manage bills, and handle complimentary items.
  • Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
  • Cultivated warm relationships with regular customers.
  • Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
  • Bussed and reset tables to keep dining room and work areas clean.
  • Addressed customer complaints or concerns professionally, ensuring swift resolution and maintaining positive relationships.
  • Assisted in training new hires, providing guidance on restaurant standards and best practices.
  • Resolved customer complaints promptly and professionally to maintain positive reputation.
  • Maintained clean and organized dining areas to uphold restaurant hygiene standards.
  • Supported colleagues during peak hours, fostering a collaborative work environment that enhanced overall productivity levels.
  • Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff.
  • Set positive tone for entire dining experience as first point of contact for incoming guests.
  • Increased sales with upselling techniques and thorough knowledge of menu items, specials, and promotions.
  • Coordinated with kitchen staff to ensure timely delivery of orders, resulting in satisfied customers.
  • Explained menu items and suggested appropriate options for food allergy concerns.
  • Consistently met or exceeded performance goals related to sales targets, customer satisfaction ratings, and order accuracy.
  • Utilized expert knowledge of dietary restrictions to assist patrons in making informed menu selections tailored to individual preferences or limitations.

Direct Support Specialist

Community Options
12.2017 - 10.2018
  • Participated in ongoing professional development opportunities to stay current on best practices within the field of direct support services.
  • Served as an advocate for clients during interactions with external providers or agencies ensuring fair treatment and access to necessary resources or accommodations.
  • Improved client satisfaction by providing personalized care and support tailored to individual needs.
  • Delivered comprehensive, client-focused care by maintaining up-to-date knowledge of each individual''s specific health concerns and modifying support strategies accordingly.
  • Provide direct support to individuals with mental disabilities, Use appropriate effective communication skills, Provide a clean and safe home environment for individuals, Use extensive medication training to register medications, Prepared meals for each time of the day, Took individuals to appointments and other extracurricular activities, Cleaned, bathed and dressed patients when needed, Close attention to detail to provide detail and specific notes for logging each shift
  • Promoted independence among clients by teaching essential life skills and offering consistent encouragement.
  • Managed challenging behaviors effectively through de-escalation techniques and non-violent crisis intervention strategies when necessary.
  • Assisted with daily living activities such as meal preparation, personal hygiene, and housekeeping tasks, promoting self-sufficiency when possible.
  • Administered medication to clients according to prescribed schedules, ensuring proper dosage and adherence to guidelines.
  • Effectively communicated with clients using various methods including verbal prompts, visual cues, or assistive technology devices as needed.
  • Coordinated transportation arrangements for clients both independently or utilizing agency-provided vehicles as needed for appointments or outings.
  • Supported families in understanding their loved ones'' abilities and needs, providing resources for additional assistance when required.
  • Maintained clean, safe, and well-organized patient environment.
  • Updated patient files with current vitals, behaviors, and other data relevant to treatment planning.

Education

Cosmetology

Bella Capelli - A Paul Mitchell Partner School
Monroeville, PA
06.2023

No Degree - Public Relations, Advertising, And Applied Communication

California University of Pennsylvania
California, PA
2018

High School Diploma -

Propel Braddock Hills High
06.2014

Skills

  • HIPAA knowledge
  • Patient confidentiality
  • Clinical Documentation
  • Clinical assessment
  • Teamwork and Collaboration
  • Problem-Solving
  • Attention to Detail
  • Multitasking Abilities
  • Excellent Communication
  • Adaptability and Flexibility
  • Effective Communication
  • CPR/AED
  • Written Communication

Certification

  • Licensed Cosmetologist - June 2023

Timeline

Clinical Support Specialist III

Magee-Women's Hospital of UPMC
11.2023 - Current

Medical leave

08.2023 - 11.2023

Professional Development

07.2022 - 06.2023

DEPARTMENT COORDINATOR, EDUCATION

Carnegie Museum of Art
06.2021 - 06.2022

CUSTOMER SERVICE REP (Ecare)

CVS Caremark
06.2018 - 06.2021

Direct Support Specialist

Community Options
12.2017 - 10.2018

Server

Applebee's Neighborhood Grill & Bar
04.2014 - 03.2019

Cosmetology

Bella Capelli - A Paul Mitchell Partner School

No Degree - Public Relations, Advertising, And Applied Communication

California University of Pennsylvania

High School Diploma -

Propel Braddock Hills High

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