Sheena Hensler
Brookville,PA
Summary
Scheduling Coordinator Specialist with expertise in customer service, project management and process improvement, excelling in healthcare and hospitality sectors. Demonstrates proficiency in Epic and HIPAA compliance, enhancing patient and guest satisfaction through effective communication and teamwork. Committed to driving operational efficiency and fostering cohesive team environments with innovative solutions.
Overview
9
9
years of professional experience
Work History
Scheduling Coordinator
AdventHealth Medical Group
Altamonte Springs, FL (remote)
10.2021 - Current
- Utilize advanced software tools like Epic, MyChart, Excel, Outlook, and other scheduling-specific platforms to effectively manage comprehensive appointment calendars
- Manage 140+ diverse calls daily, ensuring HIPAA compliance and patient satisfaction
- Maintain strong ties with clinical teams for seamless departmental communication
- Adapt quickly to procedural changes, prioritizing tasks for optimal efficiency
- Drive patient care excellence through precise insurance verification, eligibility assessment, and comprehensive understanding of Medicare and Medicaid protocols
- Leader of specialty projects and new hire training initiatives while fostering strong relationships across clinical teams to enhance operational efficiency
- Proactively identified scheduling issues and developed quick solutions to promote efficiency and profitability
- Communicated scheduling changes to staff members, implementing proof-of-receipt to reduce errors
Guest Experience Service & Billing Specialist
Walt Disney World Resort
Lake Buena Vista, FL
05.2019 - 12.2020
- Orchestrated cross-functional communication through multiple channels including Zendesk, Teams, and Slack to deliver timely guest feedback and solutions
- Implemented systematic billing variance analysis and resolution protocols, enhancing payment accuracy across multiple service touchpoints
- Led personalized guest recovery initiatives while maintaining exceptional service standards in high-pressure environment
- Optimized multi-channel service delivery through integrated communication platforms, ensuring consistent guest satisfaction and issue resolution
- Streamlined billing operations and reduced payment errors by 8% through systematic variance analysis and proactive account monitoring
- Identified, researched, and resolved billing variances to maintain system accuracy and currency
- Assisted colleagues in resolving complex billing issues within multiple departments, promoting teamwork and knowledge sharing within the department
Specialty Beverage Hostess (Starbucks)
Walt Disney World Resort
Lake Buena Vista, FL
02.2019 - 05.2019
- Managed complex beverage inventory and maintained quality standards while serving diverse international clientele in fast-paced resort environment
- Coordinated with kitchen and service teams to streamline beverage operations, reducing wait times and improving guest satisfaction
- Optimized drink preparation processes and maintained consistent product quality while handling peak-hour customer volumes
Restaurant Manager
Patina Restaurant Group
Lake Buena Vista, FL
05.2018 - 09.2018
- Directed daily operations of an upscale Walt Disney World Resort restaurant, managing 80+ staff while maintaining exceptional service standards and guest satisfaction
- Streamlined service operations and staff coordination in high-volume dining environment, resolving guest concerns promptly to ensure superior dining experiences
- Fostered team development through comprehensive training programs, enhancing service quality and staff performance in premium dining establishment
- Implemented strategic service improvements and conflict resolution protocols, elevating guest satisfaction in fast-paced resort dining environment
Guest Experience Manager
Walt Disney World Resort
Lake Buena Vista, FL
12.2016 - 05.2018
- Led comprehensive operations across multiple dining and merchandise venues, orchestrating service excellence and financial performance while directing a diverse team of 60+ staff members
- Prepared daily reports and recaps on guest satisfaction levels and specific metric while balancing accounts to verify totals for daily resort wide recaps ensuring accuracy in daily reconciliations and performance reporting
- Streamlined daily operational metrics and guest satisfaction analytics, implementing data-driven strategies to enhance resort-wide service standards
- Optimized workforce scheduling and resource allocation across multiple venues, ensuring optimal staffing levels to maintain superior guest experiences
- Cultivated high-performing teams through mentorship and professional development initiatives, fostering a culture of exceptional service delivery
- Orchestrated seamless coordination between front-of-house teams, ensuring consistent service excellence and memorable guest experiences
Project Manager/Restaurant Manager
Tranquil Harbour Restaurant & Bar
Oak Island, NC
01.2016 - 12.2016
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Planned, designed, and scheduled phases for large projects.
- Met project deadlines without sacrificing build quality or workplace safety.
- Established effective communication among team members for enhanced collaboration and successful project completion.
- Developed, implemented, and managed business plans and marketing strategies to promote profitable food and beverage sales
- Pioneered sustainable sourcing initiatives by establishing partnerships with local suppliers, optimizing food costs while elevating menu quality
- Implemented robust HR systems for recruitment, onboarding, and performance management, ensuring regulatory compliance and staff retention
- Led comprehensive restaurant launch operations, managing procurement, staffing, menu development, and service protocols while training 20+ team members
Education
Associate of Applied Science - Hospitality Administration And Management
Fayetteville Technical Community College
Fayetteville, NCBachelor of Science - Hospitality Administration And Management
East Carolina University
Greenville, NC01-2026
Timeline
Scheduling Coordinator
AdventHealth Medical Group
10.2021 - Current
Guest Experience Service & Billing Specialist
Walt Disney World Resort
05.2019 - 12.2020
Specialty Beverage Hostess (Starbucks)
Walt Disney World Resort
02.2019 - 05.2019
Restaurant Manager
Patina Restaurant Group
05.2018 - 09.2018
Guest Experience Manager
Walt Disney World Resort
12.2016 - 05.2018
Project Manager/Restaurant Manager
Tranquil Harbour Restaurant & Bar
01.2016 - 12.2016
Associate of Applied Science - Hospitality Administration And Management
Fayetteville Technical Community College
Bachelor of Science - Hospitality Administration And Management
East Carolina University