Medical Office Customer Service

JILLIAN HENRY

Hollywood, FL *****

Cell: 954-***-**** Email: ***************@*****.***

A highly dedicated and detail-oriented healthcare professional with over 10 years of experience in medical office administration, patient coordination, and customer service. Proven ability to support clinical operations, manage patient schedules, and ensure seamless communication between patients, healthcare providers, and external facilities. Skilled in HIPAA compliance, medical office systems, and multi-line phone management. Known for strong organizational skills, empathy, and commitment to providing exceptional patient care. Consistently recognized for reliability and a positive attitude, with a solid track record of awards and performance recognition in previous roles.

SKILLS & CERTIFICATIONS

HIPAA Compliance

Medical Office Administration

Multi-line Phone Systems

Patient Scheduling & Coordination

Microsoft Office Suite (Word, Excel, Outlook)

Customer Service Excellence

Strong Organizational Skills

Effective Communication

Excellent interpersonal and multitasking skills

PROFESSIONAL EXPERIENCE

Patient Access Coordinator

Cleveland Clinic Weston, FL January 2023 – January 2025

Supported clinical operations for physicians and nursing staff.

Schedules appointments, diagnostic tests, and surgical procedures for patients.

Obtained referral data, process authorizations, and maintained physician appointment schedules.

Served as a liaison between patients, staff, other departments, and external facilities.

Coordinated patient flow and assisted in the management of daily office activities.

Telephone Operator

Cleveland Clinic Weston, FL 2014 – 2023

Managed incoming calls and messages on the Nortel console, ensuring efficient communication.

Handled patient information in compliance with HIPAA regulations, ensuring confidentiality and patient rights.

Provided after-hours answering service for physicians and special services.

Effectively managed emergency calls and weekly on-call schedules for physicians.

Assisted with urgent communication across multiple departments and personnel.

Certified Nursing Assistant

Star Multi Care Pembroke Pines, FL 2012 – 2016

Assisted patients with Alzheimer’s Disease, Parkinson’s Disease, and quadriplegia with daily activities, including bathing, dressing, mobility, and nutrition.

Provided assistance with movement and nutrition for patients, using assistive devices like the Hoya lift.

Supported patients with personal care, offering empathetic and respectful services to improve their quality of life.

Agency Residential Manager

Covenant Kids Manor Longwood, FL 2007 – 2009

Managed daily operations for youth in a therapeutic residential setting, helping them transition to non-clinical environments, such as public school and family settings.

Collaborated with clinicians, educators, and physicians to address behavioral and developmental needs.

Coordinated visitation and extracurricular activities for six foster children.

Managed accounts receivable for client expenses and allowances, ensuring proper allocation and records.

Prepared monthly progress reports for case managers and program directors.

Oversaw transportation, operated company vehicle, and coordinated medication administration with school and therapists.

EDUCATION

Fairleigh Dickinson University – Teaneck, NJ

Master of Public Administration (MPA), Public Management 1994

Fairleigh Dickinson University – Teaneck, NJ

Bachelor of Science in Economics 1991

AWARDS

Employee of the Month, Star Multi Care January 2013

Appreciation Award – Values, Cleveland Clinic July 2023

Contact this candidate