Candace Leigh Bowen
Kings Mountain,NC
Summary
Patient Experience and Care Coordination Specialist with 8+ years of healthcare support experience in high-volume, emotionally sensitive environments. Experienced in patient onboarding, scheduling coordination, proactive outreach, and cross-functional collaboration to ensure seamless, consistent care experiences. Strong background in supporting vulnerable populations using trauma-informed communication and structured workflows to improve engagement, satisfaction, and retention. Recognized for high quality assurance scores, accountability, and operational reliability within virtual and technology-driven systems.
Overview
12
12
years of professional experience
Work History
SENIOR GLOBAL SERVICE CENTER REP
Blue Cross Blue Shield Global Solutions
King of Prussia, Pennsylvania
06.2021 - 02.2026
- Supported patient onboarding and ongoing engagement by coordinating benefits, medical services, and provider communication across multidisciplinary teams.
- Led daily case pass-down meetings with nurse teams to ensure seamless care transitions, aligned priorities, and continuity of treatment.
- Conducted proactive outreach to patients and providers to resolve scheduling barriers, prevent care disruption, and maintain engagement throughout the care journey.
- Served as escalation point for VIP, high-risk, and emotionally sensitive cases, utilizing trauma-informed communication to stabilize situations and rebuild trust.
- Maintained consistently high quality assurance scores while meeting productivity and documentation standards in a metrics-driven environment.
- Reduced complaint volume through real-time issue resolution and clear, compassionate communication.
- Selected to train and onboard new hires, reinforcing workflow adherence, documentation accuracy, and patient-centered service standards.
- Recognized with multiple awards for Collaboration and Excellence in Operations.
- Leadership Impact: Functioned as informal team lead by facilitating daily cross-functional meetings, supporting new hire development, reinforcing quality standards, and contributing to consistent complaint reduction through proactive issue resolution and escalation prevention strategies.
SENIOR CUSTOMER SERVICE REPRESENTATIVE
C3i
Kings Mountain, NC
08.2018 - 03.2021
- Managed 70–80 inbound patient calls daily, providing real-time support, scheduling assistance, and issue resolution in a fast-paced healthcare environment.
- Ensured consistent patient experience by identifying needs quickly and coordinating with internal teams for timely resolution.
- Maintained high quality scores while balancing productivity expectations and documentation requirements.
- Adapted communication style to diverse cultural and socioeconomic backgrounds to ensure respectful, equitable service delivery.
- Supported team members with escalated or sensitive interactions, contributing to daily complaint reduction and improved patient satisfaction.
PAYROLL ADMINISTRATOR
STI Inc
Kings Mountain, NC
08.2017 - 07.2018
- Managed payroll and benefits data for 400+ employees weekly with high accuracy and confidentiality.
- Collaborated with HR and department leaders to resolve discrepancies and improve payroll processes.
- Maintained compliance and documentation standards to reduce errors and ensure timely processing.
THERAPEUTIC PROGRAM COORDINATOR
Life Enrichment Center
Kings Mountain, NC
07.2014 - 07.2016
- Designed and facilitated therapeutic programming for 30+ individuals with Alzheimer's and Asperger's.
- Collaborated with multidisciplinary care teams to support individualized care plans.
- Built trusted relationships with participants and families, increasing engagement and program consistency.
- Documented progress and behavioral observations to inform care adjustments.
Education
Bachelor of Science - Counseling Psychology
Gardner Webb University
NC12.2012
Skills
- Patient & Family Engagement
- Scheduling Coordination & Support
- Cross-Functional Care Collaboration
- Patient Onboarding Experience
- Proactive Outreach & Retention Support
- Escalation & High-Risk Case Management
- Trauma-Informed Communication
- Workflow Adherence & Documentation Accuracy
- CRM & Digital Health Platforms (Salesforce, Health Cloud, Legacy, Term Serve)
- Quality Assurance & Performance Metrics
Quote
Every problem is a gift—without problems we would not grow.
Tony Robbins
Timeline
SENIOR GLOBAL SERVICE CENTER REP
Blue Cross Blue Shield Global Solutions
06.2021 - 02.2026
SENIOR CUSTOMER SERVICE REPRESENTATIVE
C3i
08.2018 - 03.2021
PAYROLL ADMINISTRATOR
STI Inc
08.2017 - 07.2018
THERAPEUTIC PROGRAM COORDINATOR
Life Enrichment Center
07.2014 - 07.2016
Bachelor of Science - Counseling Psychology
Gardner Webb University
ADDITIONAL INFORMATION
- Advanced proficiency in Salesforce, Health Cloud, Legacy, Term Serve, Excel, Word, and PowerPoint
- Awarded for Operational Excellence and Team Collaboration
- Strong foundation in behavioral health, conflict resolution, and emotionally intelligent leadership