Healthcare Remote Care Coordinator & Advocate

**** – Present

**** – ****

**** – ****

JENEEN MARCEL MORRIS

Tampa, FL 33605 813-***-**** *********@*****.*** PROFESSIONAL SUMMARY

Empathetic and results-driven Customer Service Representative with extensive experience in healthcare contact centers, patient advocacy, and remote operations. Skilled in high-volume inbound and outbound call handling, EMR documentation, appointment scheduling, and care coordination. Highly adept at supporting diverse populations, including older adults, with exceptional phone etiquette and patience. Proven track record of high schedule adherence, excellent quality metrics, and seamless multi-system navigation in a quiet remote setting.

CORE COMPETENCIES

Patient & Customer Care Inbound/Outbound Call Handling, Senior Care Sensitivity, Patient Advocacy, De- escalation

Operations & Scheduling EMR/EHR Systems, Calendar & Appointment Management, Call Center Workflows, Data Entry

Remote Work Efficiency High-Speed Connectivity, Google Workspace (Docs, Sheets, Drive), MS Office, System Navigation

Professional Standards Workforce Management Schedule Adherence, HIPAA Compliance, Active Listening, Problem Resolution

PROFESSIONAL EXPERIENCE

Remote Care Coordinator / Contact Center Specialist Patient Advocacy & Service: Handle high-volume inbound and outbound phone calls, delivering friendly, respectful, and nurturing service tailored to older adult patients and healthcare consumers. Appointment & System Management: Efficiently schedule, reschedule, and cancel patient appointments using electronic medical records and scheduling systems while accurately verifying client details. Performance Metrics: Consistently meet and exceed target metrics for Average Handle Time (AHT), Quality Assurance (QA) standards, and strict workforce management schedule adherence. Cross-Departmental Collaboration: Partner closely with medical staff and administrative teams to resolve scheduling conflicts, relay clinical instructions, and conduct follow-up confirmation calls. Claims Research & Customer Service Advocate

Patient & Provider Support: Addressed patient inquiries regarding service access, care schedules, and account details with outstanding phone etiquette, empathy, and professionalism. Documentation & Compliance: Maintained meticulous, HIPAA-compliant records of all call interactions, system updates, and patient communications across integrated databases. Problem Resolution: Identified and resolved service barriers promptly, ensuring a seamless care experience and high satisfaction ratings across every contact. Administrative Operations Specialist

Data Entry & System Literacy: Inputted and verified large volumes of client data into digital tracking systems with high speed and precision.

Training & Team Integration: Participated in virtual classroom-style training sessions, assisting with peer onboarding and ongoing knowledge sharing on operational standards.

•

•

•

•

•

•

•

•

•

EDUCATION

Master of Arts in Clinical Mental Health Counseling (In Progress) — Liberty University Master of Business Administration (MBA) — University of Phoenix Bachelor of Science in Criminal Justice — University of Phoenix Associate of Arts in Health Information Technology

Contact this candidate