Customer Service Human Resources
Resume:
Tiffany Poole
Tampa, FL *****
*******@*****.***
KEY SKILLS:
• Over 17 years experience in Progressive and Aging Services, Healthcare Administration
• Supervising experience (8 years)
• Human Resources (7 years)
• Excellent customer service skills
• Organization skills and prioritizing workload
• Excellent in communication and writing
WORK EXPERIENCE:
Healthcare IT Epic - Tampa, FL
Epic Support Center Specialist: 02/2023 - 09/2023
• Provided Epic support to providers (Epic EHR system)
• Troubleshoot VMware and other IT computer issues
• Troubleshoot Epic system issues and problems, and capture requirements.
• Created tickets in Service Now and Active Directory
• Escalated request tickets for NYP, Southern Illinois, Atlantic Health, Cottage Health, University of Washington Hospitals.
• Provided customer service and account management of all modules across the health care system.
UMC and Lee Health Medical - Tampa, FL
Support Center Specialist 10/2022 - 02/2023
• Scheduled and completed registration for care patients
• Conducted insurance verification with difference health providers
• Canceled patients appointments and rescheduling skills
• Trained new staff on both MyChart, Help desk and PAS/ Onbase Tier 1 projects
• Responsible for planning and implementation of nutrition programs, activities and events
• Assisted with registration and scheduling at UMC Orthopedics and Spine Institute
(Nevada), Lee Health Adult and Pediatric Specialty, Family Medicine, and Internal Medicine
• Oversee and implements activities for aging services community
• Promoted engagement and increased participation in programs John Hopkins Trinity Projects Neurology Department - Tampa, FL Patient Access Specialist 12/2021 - 10/2022
• Recorded insurance information and obtains pre-approval for treatment
• Communicated information between patients and other staff members providing updates and changes in medical information or medical status
• Updated electronic medical records, charts and data entry
• Electronic fax by uploading documents in patients EHR (Media Manager)
• Provided information to insurance companies in order to assist with billing, accounts payable and receivable
• Booked, canceled, and scheduled patients appointments
• Handled and updated medical staff, physicians and nurses appointment schedules
• Created patients MyChart accounts and uploaded patients medical and health questionnaire information
• Guided patients through the admissions process by screening patients for eligibility, preparing patient information for clinical staff, and answering patient questions. Bluetree Network (Remote) - Tampa, FL
MyChart Service Center Specialist 05/2021 - 12/2021
• Provided exceptional customer service experiences to a large customer base
• Answered and routed calls to the appropriate department or staff member
• Communicated with customers in a professional, friendly, and helpful manner
• Assessed and responded to calls and requests provided assistance
• Troubleshoot, resolved, or escalated incidents in an efficient and effective manner
• Solved familiar and unfamiliar issues between customers and the business office
• Responded to customer queries in a timely and accurate way, via phone, email or chat
• Identified customer needs and helping customers use specific features
• Analyzed and reported product malfunctions
• Created timely and accurate documentation of steps taken and outcomes
• Learn additional support skills for new applications as needed
• Provided and maintained expert-level customer service and problem solving Hillsborough County Board of County Commissioners - Tampa, FL Human Resources Center Coordinator 10/2012 - 12/2020
• Main Center Coordinator and HR Specialist for the entire department
• Performed employee performance reviews
• Conducted interviews, recruiting, and vetting new employees
• Recruited staff and volunteers to assist with the new hiring process
• Handled new hire on-boarding
• Provided training on HR processes, and assisted employees with health benefits and enrollment.
• Conducted interviews, recruiting, and vetting new employees
• Maintained employee records, schedules, and time sheets. Edit and approved time cards.
• Managed day-to-day operations of the HR functions and duties
• Arranged training sessions for all new hires
• Created and maintain positive, productive work environments
• Performed various administrative tasks and accurately processing paperwork
• Developed and implemented client-focused experiences resulting in consistent high- level participation and customer service
• Maintained confidential records and correspondences
• Monitored and data input entries using Excel and ServTracker
• Supply ordering and provided inventory reports from inspection compliance and audits
• Responsible for safety inspections and emergency protocols
• Administered assessments for new clients
• Documented client feedback for improved engagement
• Oversee the individual and group program activities for aging clients
• Promoted interest, activities, and events participation to client base
• Built consensus between peers, staff, and volunteers for conscientious program implementation
• Utilized the Oracle system and Kronos
Adult Daycare Specialist 03/2006 - 10/2012
• Provide personal care services to elder participants
• Assists in serving meals and snacks
• Assists in providing social, health, recreation, and entertainment
• Prepares and maintains records, and reports
Food Service Aide 09/2003 - 03/2006
• Served meals to program participants at Nutrition Centers
• Assembled meal trays, including special diet trays, for home delivery
• Set dining area to provide meal services to participants of the nutrition program
• Cleared and cleans tables in dining area and replenishes condiments
• Washed dishes, utensils and equipment and stores items for next use
• Performed general custodial duties in area assigned
• Prepared and maintains records, reports, and charts
• Delivers meals to client's homes as required
• Performed other related duties as required
EDUCATION:
Graduated: May 2001
High School Diploma
SKILLS:
• Active Directory, Sorting and Organizing
• Administrative Assistant, Clerical Support
• Filing in numerical and alphabetical
• Information Technical Support
• Software Troubleshooting
• Help Desk Information Technical Support
• ServiceNow System and Software
• Knowledge of Epic Software
• Skilled in Microsoft Office Word, Excel, Outlook, and MS Teams LINKS:
https://www.linkedin.com/in/tiffany-poole-6b7109103 VOLUNTEERING:
PTA Committee, 2022 - present
Den Leader with Cub Scouts Boy Scouts, 2017
Metropolitan Ministries - Helping with Christmas, 2019 CERTIFICATION:
2020 Senior Advocacy Certification
2020 Project Management Course
2022 Alzheimer’s Disease Certification
2022 Administrative Human Resources Certification
2023 HIPAA & PHI
2023 Advance Communication as Tech Manager
REFERENCES:
Veronica Maxwell
*********@*****.*** 813-***-****
Kimberly Porter
*******@******************.***
Arnessa Rickett Jones
*******.************@**.***
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