Sheena Hensler
Brookville, PA,United States
Summary
Dedicated and passionate professional with over 15 years of experience delivering exceptional customer service and support. Excels in project management, developing strong client relationships, and solving complex problems. Proactive approach and commitment to excellence are trademarks. Consistently driving projects to successful completion while fostering positive, collaborative environments. Experience spans diverse industries, enabling quick adaptation and strategic insight for each new challenge. Recognized by multiple workplace management teams for innovation, organization, and going above and beyond. Expertise in planning and coordinating workflow, supervising schedules and projects for timely completion. Excellent interpersonal, leadership, communication, and organizational skills.
Overview
9
9
years of professional experience
Work History
Scheduling Coordinator Specialist
AdventHealth Medical Group
10.2021 - Current
- Manage approximately 140+ extremely varied inbound calls and messages, outbound calls all while navigating multiple systems to verify a host of information including but not limited to demographics, insurance requirement and patient preferences all to best assist the patient as well as providers
- Ability to build and maintain relationships with potential and current patients, while pursuing excellent patient satisfaction and recovery using the ACT method
- Maintains close working relationships with clinical partners to ensure continual open communication between clinical, ancillary, and patient across multiple departments
- Extends exemplary service to both internal and external customers and accepts responsibility for maintaining relationships that are equally respectful to all
- Performs numerous research tasks to best assist patients as well as support the clinical administration, all while communicating effectively with those both internal and external
- Skilled in Epic and Athena
- Knowledgeable in health insurance, deductibles, Medicare, Medicaid, coinsurance, and copayments
- Creates profiles, updates and accesses confidential client data in the company's Electronic Health Record while maintaining the strictest accuracy and confidentiality adhering to all HIPAA guidelines/regulations
- Exceptional organizational skills with the ability to effectively prioritize and timely complete tasks
- Utilizes the department tools to support, discuss, enhance, and assist peers in across all lines of business to resolve issues
- Continually adapting to changes in procedures and protocol and remaining up to date with ever changing needs of the organization
- Demonstrates the ability to prioritize and multi-task, operate numerous web-based systems simultaneously, access and comprehend information to determine eligibility and/or insurance coverage, and perform data entry with a high level of accuracy
- Liaison for numerous ongoing specialty projects assigned to the team as well as trainer for incoming new hires
Guest Experience Service Specialist & Billing Coordinator
Walt Disney World Resort
05.2019 - 12.2020
- EfundrProvided exceptional Guest service in a high-volume environment via incoming and outbound telephone calls and email
- Collaborating with peers across multiple lines of business to ensure that the team achieved common goal of excellent service and recovery
- Research each Guest inquiry in departmental systems MAGIC, ATS, LILO, MyDisney Experience, CastApp, and Zendesk as well as partnering with numerous lines of business across the company - including parks and resorts outside of Florida
- Provided personalized recovery for Guests and partnered with other lines of business at the Walt Disney World Resort to ensure that all feedback was delivered in a timely manner to all relevant and appropriate teams
- Trained and specialized in the many specific billing systems of the Walt Disney World Resort and assisted Guests in a high-volume environment of telephone calls and email with billing questions or concerns, including but not limited to processing payments, providing refunds, finding/correcting billing folio errors
- Verified accuracy of accounts payable payments, resulting in 12% reduction in payment errors
Specialty Beverage Hostess
Walt Disney World Resort
02.2019 - 08.2019
- Continually maintained a calm and pleasant demeanor in an exceptionally high-volume location serving more 2,000 Guests daily located within a theme park at the Walt Disney World Resort
- Anticipated Guest and store needs by constantly evaluating the environment for cues all while delivering legendary service to all Guests by acting with a Guest comes first attitude
Restaurant Manager
Patina Restaurant Group
05.2018 - 09.2018
- Led team of 80+ servers, seaters, bar staff, and food runners with a focus on exemplary service, teamwork, and providing incredible quality and experiences to Guests
- Oversaw daily operations of a la carte, high-volume, upscale, specialty dining restaurants located within a Walt Disney World Resort theme park
Guest Experience Manager - Food & Beverage and Retail/Merchandise
Walt Disney World Resort
12.2016 - 05.2018
- Company Overview: Disney's Old Key West Resort Food& Beverage Management, Retail/Merchandise Management
- Managed four food and beverage locations at a Disney Vacation Club Resort, covering multiple cuisines including table service, quick service, and pool bar locations
- Supervised, influenced, and motivated a team of 40+ Cast Members to provide world-class service and create cherished memories for Guests
- Scheduling liaison for food and beverage Cast
- Calculated reporting for daily recaps for food and beverage and merchandise locations
- Disney's Old Key West Resort Food& Beverage Management, Retail/Merchandise Management
Project Manager/Restaurant Manager
Tranquil Harbour Restaurant & Bar
01.2016 - 12.2016
- Led project in all areas of start-up restaurant, including but not limited to hiring, HR onboarding, menu planning/design, pricing, staff training, safety and sanitation, bar management, labor, scheduling, and revenue management
- Connected with local vendors and purveyors for specialty items and negotiated prices
- Conducted interviews, oversaw the hiring and onboarding process, and led 20+ new hires through the training process
- Created training manual, employee handbook and led team with menu design, item creation, and pricing strategy
- Generated regulations and safety standard checklists and reminders
- Spearheaded Point of Sale selection including all research, installation, training, and maintenance
- Collaborated with both front of house and back of house, covering employee and guest needs and reducing wait time for tables by 16 minutes
Education
Associate's degree - Hospitality Administration/Management
Fayetteville Technical Community College
Fayetteville, NCBachelor's degree - Hospitality Administration/Management
East Carolina University
Greenville, NC05.2025
Skills
- Intake documentation
- Data entry
- Calendar coordination
- Confidentiality requirements
- Strategic planning
- Project management
- Process improvement
- Deadline oriented
- Customer relations
- Verbal and written communication
- Interpersonal relationships
- Effective multitasking
Timeline
Scheduling Coordinator Specialist
AdventHealth Medical Group
10.2021 - Current
Guest Experience Service Specialist & Billing Coordinator
Walt Disney World Resort
05.2019 - 12.2020
Specialty Beverage Hostess
Walt Disney World Resort
02.2019 - 08.2019
Restaurant Manager
Patina Restaurant Group
05.2018 - 09.2018
Guest Experience Manager - Food & Beverage and Retail/Merchandise
Walt Disney World Resort
12.2016 - 05.2018
Project Manager/Restaurant Manager
Tranquil Harbour Restaurant & Bar
01.2016 - 12.2016
Associate's degree - Hospitality Administration/Management
Fayetteville Technical Community College
Bachelor's degree - Hospitality Administration/Management
East Carolina University
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