Mary Cox
Albertville
Summary
Healthcare professional with extensive experience in customer service roles, committed to enhancing patient satisfaction through effective communication and problem resolution. Proven ability to coordinate patient care and manage inquiries, ensuring seamless operations. Colleagues and patients value adaptability and collaborative efforts to meet diverse needs.
Overview
10
10
years of professional experience
Work History
Therapy Referral Coordinator
Twin Cities Orthopedics
11.2025 - Current
- Coordinated patient referrals to specialists for Therapy care.
- Managed scheduling for appointments and follow-ups with Therapy providers.
- Scheduled patients according to availability, urgency and protocols.
- Resolved patient complaints through effective communication and problem-solving.
- Assist Therapy Intake Team with incoming patient calls.
- Adhered to HIPAA regulations when handling confidential patient information.
Personal Care Assistant
A+ Home Care
Fridley
12.2015 - Current
- Supported clients with daily living needs to foster self-esteem and promote general wellness.
- Monitored intake and assisted with feeding to support patients in meeting nutritional goals.
- Assisted with transferring and positioning clients, ensuring proper body mechanics to reduce the risk of injury for both parties.
- Cultivated relationships with clients to provide emotional support and enhance overall well-being.
- Fridley, MN
Patient Service Representative
Viverant Physical Therapy
11.2023 - 11.2025
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Handled sensitive patient concerns with professionalism and empathy, enhancing trust and comfort within the clinic.
- Prepared and managed patient charts to ensure accuracy and accessibility.
- Answered incoming calls and scheduled appointments for new and existing patients, ensuring smooth clinic operations.
- Built and maintained positive working relationships with patients and staff.
- Established mentor program to support skill development in customer service for fellow PSRs.
- Worked remotely to support clinic operations and patient services.
Personal Training Manager
Anytime Fitness
05.2019 - 06.2023
- Enhanced client satisfaction by developing personalized fitness programs tailored to individual goals and needs.
- Boosted gym revenue by upselling personal training packages and promoting group classes, nutrition counseling, and workshops.
- Enhanced gym membership retention through follow-ups, progress tracking, and personalized adjustments to workout plans.
- Streamlined personal training operations by implementing scheduling systems and enhancing communication between trainers and clients.
- Addressed client concerns with empathy and understanding, ensuring prompt resolutions to maintain high levels of satisfaction.
- Evaluated trainer performance regularly through observation sessions and client feedback surveys to ensure continuous improvement in service quality.
- Promoted a safe workout environment by enforcing proper exercise techniques among trainers and performing regular equipment safety checks.
Personal/Group Trainer
Anytime Fitness
Roseville
10.2016 - 05.2019
- Created and led tailored personal and group fitness sessions, including specialty programs, to enhance client engagement and satisfaction.
- Inspired clients to achieve fitness goals through positive and supportive engagement.
- Educated clients on proper exercise techniques, reducing risk of injury during workouts.
- Designed specific workout systems for individual clients based on performance ability.
- Customized workout routines for special populations, prioritizing safety while effectively challenging their abilities.
- Explained exercise modifications and contraindicated movements to participants with history of injury.
- Roseville, MN
Education
Bachelor of Science - Exercise Science
Winona State University
Winona, MN05-2016
Skills
- Referral management
- HIPAA compliance
- Customer service excellence
- Conflict resolution
- Problem-solving
- Communication skills
- Phone etiquette skills
Timeline
Therapy Referral Coordinator
Twin Cities Orthopedics
11.2025 - Current
Patient Service Representative
Viverant Physical Therapy
11.2023 - 11.2025
Personal Training Manager
Anytime Fitness
05.2019 - 06.2023
Personal/Group Trainer
Anytime Fitness
10.2016 - 05.2019
Personal Care Assistant
A+ Home Care
12.2015 - Current
Bachelor of Science - Exercise Science
Winona State University