Tonya Rutherford
Medical Coordinator
Jacksonville,FL
Summary
Accomplished Medical Staff Coordinator with a proven track record at Heads-up Healthcare, adept in provider enrollment and enhancing patient safety. Leveraged problem-solving and active listening to improve service delivery, achieving significant customer satisfaction. Skilled in Microsoft Office and maintaining confidentiality, consistently prioritized patient needs and streamlined credentialing processes.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Medical Staff Coordinator
Heads-up Healthcare
04.2024 - Current
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Prioritized patient needs by effectively organizing back-to-back appointments and managing waitlist requests for urgent care situations.
- Expedited credentialing applications, enabling timely commencement of clinical services by newly hired physicians.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
Service Desk Technician Tier 2
United Health Group, Optum
11.2022 - 03.2024
- Enhanced customer satisfaction by promptly addressing and resolving service desk issues.
- Conducted regular follow-ups with customers post-resolution to ensure continued satisfaction with the support provided.
- Collaborated with team members to maintain consistency in service delivery and support quality.
- Maintained inventory control of IT assets, tracking equipment usage and performing regular audits for accuracy purposes.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
Patient Appointment Coordinator
Signify Health
06.2022 - 11.2022
- Provided exceptional customer service by addressing patient inquiries and concerns in a professional manner.
- Resolved conflicts related to double-bookings or overbookings in a tactful manner that prioritized patient needs while considering provider workload.
- Contributed to practice growth by promoting available services to prospective patients during initial interactions.
- Reduced appointment cancellations through proactive follow-up calls and reminders.
- Utilized electronic health record systems effectively to manage patient appointments and minimize scheduling errors.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Customer Service Representative
Fanatics
08.2021 - 06.2022
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Debt Specialist Tier 2
TD Bank
11.2020 - 07.2021
- Monitored industry trends and competitor activities to stay current on best practices in debt management services.
- Collaborated with team members to develop innovative approaches to debt settlement and recovery.
- Managed a portfolio of clients, ensuring timely payments and maintaining excellent client relationships.
- Effectively managed high-stress situations involving distressed clients by exercising empathy, patience, and professionalism at all times.
- Increased revenue generation through diligent follow-up on delinquent accounts while maintaining ethical standards in collections processes.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Customer Service Representative
Census Bureau
12.2019 - 11.2020
- Streamlined workflow by maintaining an organized record of completed forms and reports for easy reference during data submission periods.
- Supported accurate population representation through detailed record keeping and timely submission of collected data.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Education
High School Diploma -
Jean Ribault High School
3701 Winton Drive Jacksonville Florida 05.2001 -
Skills
Patient safety
Provider enrollment
Maintaining confidentiality
Quality improvement
Problem-solving
Active listening
Product knowledge
Typing proficiency
Computer skills
Microsoft office
Data entry
Microsoft Word
Certification
American Red Cross Certificate of Completion 3/13/2024 - 03/13/2026 ID# 01FUDGT
Timeline
Medical Staff Coordinator
Heads-up Healthcare
04.2024 - Current
American Red Cross Certificate of Completion 3/13/2024 - 03/13/2026 ID# 01FUDGT
03-2024
Service Desk Technician Tier 2
United Health Group, Optum
11.2022 - 03.2024
Patient Appointment Coordinator
Signify Health
06.2022 - 11.2022
Customer Service Representative
Fanatics
08.2021 - 06.2022
Debt Specialist Tier 2
TD Bank
11.2020 - 07.2021
Customer Service Representative
Census Bureau
12.2019 - 11.2020
High School Diploma -
Jean Ribault High School
05.2001 -
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