Tavonna Thompson
JONESBORO
Summary
Customer-focused and detail-oriented professional with a passion for delivering outstanding service. Bringing over 4 years of experience in resolving customer inquiries and issues in a timely and empathetic manner. Proven ability to build rapport with clients, identify their needs, and provide tailored solutions to ensure customer satisfaction.
Professional Care Advocate with proven success in delivering compassionate support and advocacy for patients and families. Strong focus on team collaboration and adaptability, ensuring seamless service delivery. Skilled in communication, conflict resolution, and resource coordination. Reliable and results-driven, consistently meeting changing needs of clients and colleagues.
Overview
5
5
years of professional experience
Work History
Care Advocate
Tomorrow Health
Remote
06.2024 - Current
- Advocated for patient needs, ensuring timely access to healthcare services and resources.
- Coordinated care plans with multidisciplinary teams to enhance patient outcomes and satisfaction.
- Developed educational materials to inform patients about available health services and support options.
- Monitored patient progress, adjusting care strategies based on individual needs and feedback.
- Contacted third-party payors to obtain and confirm authorization for services and communicated necessary related clinical information.
- Provided empathetic support to patients during challenging times, fostering trust and strong rapport.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Engaged with patients to provide critical information.
- Streamlined communication between patients, families, and healthcare providers, ensuring timely updates and accurate information sharing.
- Increased efficiency within the care team by facilitating open communication channels among all members involved in a patient''s plan of care.
Marketing Services Representative
Carenet Health
07.2023 - 12.2023
- Spearheaded the development and implementation of targeted, data-driven marketing campaigns that drove a 23% increase in lead generation for CarenetHealth’s personalized healthcare and wellness solutions, leveraging advanced audience insights to optimize campaign performance.
- Collaborated closely with product managers and healthcare subject matter experts to craft compelling, audience-centric messaging that effectively communicated the unique value proposition of CarenetHealth’s innovative service offerings and addressed the evolving needs of healthcare consumers.
- Leveraged predictive analytics and performance reporting capabilities to continuously monitor campaign effectiveness, identify optimization opportunities, and refine marketing strategies to maximize return on investment and support CarenetHealth’s growth objectives.
- Served as a subject matter expert, providing training and guidance to the marketing team on best practices for healthcare market segmentation, content creation, and multichannel campaign execution to ensure consistent brand messaging and superior customer engagement across all touchpoints.
- Demonstrated exceptional project management skills, seamlessly coordinating the efforts of cross-functional stakeholders, including healthcare providers and payers, to deliver high-impact marketing campaigns within tight deadlines and budget constraints, earning recognition from leadership for your invaluable contributions to CarenetHealth’s marketing success.
- Enabled seamless remote operations to enhance productivity and efficiency.
Medical Records Information Retrieval Specialist
Randstad USA
01.2023 - 04.2023
- Leveraged extensive expertise to seamlessly navigate complex medical databases and document repositories, efficiently locating and retrieving comprehensive patient records to ensure clinicians, researchers, and administrative staff had timely access to critical information needed to support informed decision-making and deliver high-quality patient care.
- Maintained an in-depth working knowledge of medical terminologies, coding systems, and data management protocols, enabling the accurate and compliant retrieval, organization, and dissemination of sensitive health information while strictly adhering to stringent confidentiality and privacy regulations.
- Collaborated cross-functionally with healthcare providers, payers, and regulatory agencies, interpreting inquiries, clarifying data requirements, and facilitating the secure exchange of medical records to support seamless information sharing and address the evolving needs of key stakeholders.
- Implemented innovative data management strategies, including the design and optimization of custom queries and reporting templates, to enhance the speed, accuracy, and reliability of the medical records retrieval process, driving continuous improvement and operational efficiencies.
- Exhibited a steadfast commitment to ongoing professional development, actively participating in industry-specific training and certifications to stay abreast of the latest regulations, technologies, and best practices in the field of medical information management, ensuring the highest standards of service delivery.
- Remote
Senior Representative Customer Order Management
Cardinal Health
09.2021 - 12.2022
- Oversaw comprehensive account management responsibilities, including processing customer orders, managing backorders and product substitutions, facilitating change requests, and handling new business and lost accounts submissions to ensure seamless customer service.
- Served as a central point of contact for customers, promptly addressing inquiries, troubleshooting issues, and coordinating cross-functional efforts to provide timely resolutions and maintain strong client relationships.
- Demonstrated keen attention to detail in maintaining accurate customer account records and transaction histories, leveraging data-driven insights to identify opportunities for process improvements and enhance customer experience.
- Partnered extensively with internal teams, such as sales, logistics, and operations, to align on customer needs, communicate status updates, and facilitate the successful delivery of products and services.
- Remote
Contact Center Customer Experience Representative
Maximus
09.2021 - 02.2022
- Answered customer inquiries promptly regarding EIP programs, including eligibility criteria, payment status, and other relevant concerns.
- Demonstrated in-depth knowledge of EIP policies, regulations, and procedures to guide customers through the application process and resolve complex issues efficiently.
- Served as a trusted advisor, educating callers on the details of EIP programs and exploring alternative options to meet their unique financial needs.
- Worked closely with internal teams to research and escalate cases, ensuring customers received timely and accurate information. Documented all customer interactions thoroughly, contributing to the continuous improvement of call center operations and enhancing the overall customer experience.
- Remote
Service Delivery Consultant
Chime Solutions
12.2020 - 04.2021
- Acted as a trusted partner, providing exceptional consultative support to Chime Financial customers to ensure seamless integration and maximum utilization of the company’s innovative financial technology solutions.
- Demonstrated in-depth knowledge of Chime’s product suite, capabilities, and features, delivering tailored strategies that addressed the unique operational, regulatory, and customer experience requirements of each client.
- Collaborated cross-functionally with internal teams, including product, engineering, and customer success, to coordinate the successful deployment and ongoing optimization of Chime’s platform.
- Effectively communicated complex technical information to diverse stakeholders, facilitating knowledge transfer and empowering clients to independently utilize Chime’s platform to drive business objectives.
- Morrow, GA
Education
High School Diploma -
Jefferson County High School
Louisville, GA05-1996
Skills
- Customer Service
- Client Relationship Management
- Medical Terminology
- Healthcare Industry Knowledge
- Anatomy and Physiology
- Disease Classification Systems (ICD, CPT)
- Regulatory Compliance
- Data Retrieval and Management
- Information Governance
- Electronic Health Records (EHR)
- Medical Billing Proficiency
- Process Optimization
- Project Management
- Stakeholder Communication
- Training and Development
- Campaign Development
- Call Center Operations
- Data Analytics and Reporting
- Campaign Performance Optimization
- Subject Matter Expertise
- Multichannel Marketing
- Healthcare Consumer Insights
- Workflow Optimization
- Computer Proficiency
- Data Visualization
- Process Improvement
- Audit and Compliance Monitoring
- Predictive Analytics
- Audience Segmentation
- Order Management
- Backorder and Substitution Handling
- Account Management
- Issue Resolution
- Data Entry and Documentation
- Attention to Detail
- Troubleshooting and Problem-Solving
- Financial Technology Solutions
- Integration and Deployment
- Technical Knowledge
- Transfer Consultative Approach
- Patient Record Retrieval
- Professional boundaries
- Self-awareness
- Healthcare
- Cultural history
- Customer service
- Problem-solving
- Friendly and outgoing
- HIPAA compliance
- Customer follow-up
- Verbal and written communication
- Electronic health records
- Phone and email etiquette
- Flexible schedule
- Insurance verification
- Medical terminology
- Quality assurance
- EMR
Timeline
Care Advocate
Tomorrow Health
06.2024 - Current
Marketing Services Representative
Carenet Health
07.2023 - 12.2023
Medical Records Information Retrieval Specialist
Randstad USA
01.2023 - 04.2023
Senior Representative Customer Order Management
Cardinal Health
09.2021 - 12.2022
Contact Center Customer Experience Representative
Maximus
09.2021 - 02.2022
Service Delivery Consultant
Chime Solutions
12.2020 - 04.2021
High School Diploma -
Jefferson County High School