Tia Coleman

Dedicated healthcare and customer service professional with 10+ years of experience supporting patient care, healthcare operations, customer relations, and administrative services. Proven ability to lead by example, support team success, improve patient experiences, and maintain high service standards in clinical, remote, and healthcare environments. Recognized for strong communication, problem-solving, patient advocacy, and operational support skills while maintaining HIPAA compliance and documentation accuracy.

Care Partner Resident Assistant - Brookdale Senior Living, Mandarin - Jacksonville, FL

(2023-10 - 2026-06)

• Serve as a lead support resource for caregivers by helping coordinate resident care tasks, shift priorities, and daily service needs.
• Guide new team members on resident routines, documentation expectations, and care procedures.
• Communicate resident changes, concerns, and care needs to nursing staff to support safety and continuity of care.
• Demonstrate leadership through teamwork, problem-solving, resident advocacy, and support of efficient shift operations.
• Assist residents with activities of daily living, including bathing, grooming, dressing, and mobility support.
• Maintain accurate care documentation and communicated resident needs to nursing staff and families.
• Support new caregivers by sharing procedures, best practices, and resident care expectations.
• Demonstrate leadership through teamwork, problem-solving, and resident advocacy.

Customer Service Representative III - UF Health Jacksonville, North Neurosciences - Jacksonville, FL

(2022-09 - 2023-05)

• Served as a Subject Matter Expert (SME) and team resource, providing procedural guidance and supporting new hire onboarding.
• Handled complex customer inquiries, escalations, and service recovery situations while maintaining high customer satisfaction.
• Monitored account activity, documentation accuracy, and adherence to company policies and regulatory requirements.
• Registered patients, verified insurance coverage, and maintained accurate medical records.
• Managed appointment scheduling, provider calendars, patient communications, and payment collection.
• Served as a resource for coworkers regarding registration procedures and patient service protocols.
• Assisted in maintaining efficient front-office operations and positive patient experiences.

Patient Service Advocate II - Care Spot Urgent Care - Jacksonville, FL

(2022-08 - 2022-09)

• Investigated, resolved, and documented patient complaints or concerns, ensuring compliance with organizational policies.
• Conducted patient satisfaction rounds, provide proactive service recovery, and support patient safety initiatives.
• Developed clear, compassionate communication when addressing complaints or concerns, including written responses.
• Assessed risk and triage issues, identifying legal, regulatory, or operational impacts when handling complaints.
• Managed patient registration, insurance verification, and front desk operations in a fast-paced urgent care setting.
• Coordinated with clinical staff to improve patient flow during high-volume periods.
• Addressed patient concerns and supported service recovery efforts while promoting a welcoming environment.

Senior/Customer Service Advocate (Remote) - OptumRx - Jacksonville, FL

(2018-10 - 2021-05)

• Served as a Subject Matter Expert for team members, providing guidance, coaching, and support during training and daily operations.
• Handled escalated or complex customer calls, resolving issues such as benefits, billing, eligibility, and authorizations.
• Assisted customers in navigating Optum/UnitedHealth Group systems, including websites and portals.
• Assisted members with pharmacy benefits, prescription orders, insurance claims, and medication-related inquiries.
• Served as a trusted resource for coworkers regarding claim resolution and customer service procedures.
• Coordinated with multiple departments to resolve member concerns and improve outcomes.
• Consistently met quality, productivity, and customer satisfaction goals.

High School Diploma - Nathan Bedford Forrest High School (2003)