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Joannah Rutland

@joannahrutland

Patient Liaison Specialist skilled in patient communication, appointment scheduling, and HIPAA-compliant coordination to improve satisfaction.

United States

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What I'm looking for

I’m looking to leverage my patient communication, appointment scheduling, and HIPAA-focused coordination to improve patient satisfaction. I thrive in fast-paced teams where I can support healthcare professionals with reliable customer service and organized data.

I’m a Patient Liaison Specialist with a strong background in customer service and communication, focused on managing patient interactions and coordinating care processes. I’m adept at data organization and scheduling so patients experience smooth, reliable support from the first contact.

In my current role, I handle daily phone interactions with patients, families, and healthcare professionals, while completing data entry tasks like creating new patient charts with demographics, insurance information, and reason for visit. I completed training on HIPAA regulations to ensure patient confidentiality, and I manage multiple priorities confidently in a fast-paced environment.

Before this, I worked as a Technician in a physical therapy setting, supporting therapists by preparing treatment areas, gathering supplies, and assisting with exercise education. I also helped instruct and motivate patients, demonstrating proper equipment and routines to support functional outcomes.

Earlier roles in retail deli and as a restaurant hostess strengthened my ability to deliver excellent customer experience, resolve concerns, and communicate clearly under pressure. I bring attention to detail, quick learning, and teamwork to help healthcare teams run efficiently and patients feel cared for.

Experience

Work history, roles, and key accomplishments

Patient Liaison Specialist

Upstream

Dec 2024 - May 2026 (1 year 5 months)

Managed daily patient interactions by handling phone calls with patients, families, and healthcare professionals while scheduling appointments and answering inquiries. Maintained HIPAA-compliant patient chart data, including demographics, insurance information, and reasons for visit.

Patient Communication Appointment Scheduling HIPAA compliance Patient Charting Data Entry Customer Service Time Management Microsoft Office Attention To Detail Professional Phone Etiquette

Physical Therapy Technician

Benchmark Physical Therapy

Sep 2023 - Dec 2024 (1 year 3 months)

Supported physical therapists by preparing treatment areas, gathering supplies, and setting up medical equipment before sessions. Assisted with patient education by instructing and motivating patients with exercises and proper equipment use.

Hot Cold Packs Ultrasound Therapy Electrical Stimulation Treatment Area Preparation Equipment Patient Motivation Patient Education Clinical Support Patient Safety

Deli Clerk

Kroger

Jun 2018 - Jul 2023 (5 years 1 month)

Delivered customer service by greeting customers, answering questions, and taking orders while providing product information. Safely operated deli equipment, completed opening/closing duties, and trained new employees on deli operations and customer service best practices.

Order Taking Product Knowledge Food Safety Meat Slicing Equipment Teamwork Training Conflict Resolution Customer Service

Deli Clerk

Publix

May 2018 - Jun 2018 (1 month)

Provided customer service by greeting customers, answering questions, and taking orders while sharing product information. Operated meat slicing equipment according to safety protocols and completed opening/closing tasks including display setup and counter cleaning.

Customer Service Order Taking Product Meat Slicing Equipment Food Safety Opening And Closing Duties Teamwork Customer Experience Attention To Detail

Hostess

Ruby Tuesday

Aug 2016 - Jan 2017 (5 months)

Answered phone calls to take reservations and address guest questions and concerns to ensure a positive dining experience. Coordinated with servers by communicating guest needs and requests, and supported other departments as needed.

Customer Service Guest Issue Resolution Team Coordination Servers Customer Experience