Eboni Allen
Goldsboro,NC
Summary
Dynamic healthcare professional with a proven track record at Kaiser Permanente, excelling in customer service and team leadership. Recognized for enhancing patient satisfaction and streamlining training processes, I leverage strong problem-solving skills to drive operational efficiency and foster a collaborative work environment. Committed to continuous improvement and staff development.
Healthcare service professional with proven track record in patient communication and problem resolution. Adept at managing patient inquiries, coordinating with medical teams, and ensuring smooth service delivery. Strong focus on teamwork and adaptability, consistently achieving results even in high-pressure environments. Known for empathy, active listening, and effective conflict resolution skills.
Overview
7
7
years of professional experience
Work History
Patient Care Technician
DaVita
Goldsboro, NC
03.2025 - Current
- Monitored vital signs and reported changes to nursing staff, ensuring timely medical interventions when necessary.
- Assisted nurses with essential tasks, streamlining workflow and increasing efficiency in the healthcare setting.
- Enhanced patient satisfaction by providing compassionate and attentive care.
- Assisted in training new Patient Care Technicians, sharing knowledge and best practices to ensure consistency in care delivery.
- Demonstrated adaptability by working effectively with patients of diverse backgrounds and medical conditions, providing personalized care for each individual.
- Maintained strict adherence to infection control protocols, minimizing risk of disease transmission within the clinical environment.
Customer Service Representative
Superior Health Plan
Goldsboro, NC
09.2024 - 03.2025
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Provided expert guidance on policy options, enhancing clients' understanding of coverage benefits and limitations.
- Facilitated enrollment processes for diverse health insurance programs, ensuring accuracy and compliance with regulations.
- Streamlined claims processing workflows, reducing turnaround times and improving overall customer satisfaction.
- Resolved complex customer issues through effective problem-solving techniques, boosting retention rates and trust in services.
- Ensured accuracy of client records by diligently updating information systems following changes in personal or eligibility details.
- Coordinated outreach efforts to raise awareness of available health insurance programs within the community.
- Assisted clients in navigating complex healthcare system, clarifying policies and processes for informed decisionmaking.
- Maintained up-to-date knowledge of industry trends and changing regulations, ensuring compliance in all tasks performed.
Workforce Manager
Cigna/ VXI
Atlanta, GA
02.2024 - 06.2024
- Optimized staffing levels by analyzing historical data and forecasting future trends, ensuring appropriate coverage during peak hours.
- Facilitated strong relationships between management and employees through open communication channels, promoting a positive work environment.
- Managed team, driving productivity and reducing process lags by training staff in best practices and procedures.
- Spearheaded process improvement efforts leading to greater efficiencies in daily operations and reduced overhead costs.
Human Resource Generalist
VXI Global Solutions LLC
Atlanta, GA
08.2022 - 02.2024
- Maintained up-to-date records of employee information in HRIS system ensuring accurate reporting and data-driven decisionmaking.
- Provided guidance to managers and employees on talent management, payroll, FMLA and benefits.
- Served as a liaison between employees and management, addressing concerns or questions to promote open communication and maintain trust.
- Facilitated criminal background check process for new hires.
- Conducted confidential investigations of discrimination, harassment and workplace violence.
- Collaborated with payroll to complete and upload pay data and worked with managers to support proper wage and hour compliance.
- Handled new-hire orientation and basic recruiting tasks for best-in-class talent identification.
- Ensured legal compliance by staying current with federal and state regulations, reducing potential risks to the company.
- Met with staff to resolve difficult situations related to performance and conflict management.
Quality Assurance Supervisor
Kaiser Permanente/ VXI
Atlanta, GA
11.2019 - 08.2022
- Maintained comprehensive documentation of QA activities, supporting effective communication between departments and facilitating process improvements.
- Collaborated with cross-functional teams to drive continuous improvement initiatives throughout the organization.
- Enhanced team performance by providing regular training, feedback, and guidance to Quality Assurance staff.
- Oversaw onboarding and training of new employees to promote qualified and well-coordinated quality assurance team.
- Assessed investigation reports of subordinate quality assurance personnel and addressed any procedural deviations.
- Optimized workflows by regularly reviewing processes for inefficiencies or redundancies, implementing changes that improved overall productivity.
- Served as a key liaison between Quality Assurance and other departments, facilitating collaborative efforts that led to increased product consistency and customer satisfaction.
- Led regular meetings with staff to review performance metrics, address any concerns or challenges, and provide updates on organizational initiatives related to quality assurance.
- Boosted customer satisfaction by promptly addressing concerns, investigating root causes, and implementing corrective actions.
- Analyzed data from quality metrics to identify trends and opportunities for improvement, driving targeted action plans based on findings.
- Analyzed health insurance claims for accuracy and compliance with regulatory standards.
- Coordinated communication between clients and insurance providers to resolve coverage issues.
- Managed complex case reviews, ensuring timely resolution of disputed claims.
Trainer
Kaiser Permanente/VXI
11.2018 - 11.2019
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
- Collaborated with subject matter experts to create accurate training content.
- Delivered dynamic presentations to facilitate learning and retention among diverse audiences.
- Streamlined processes for creating, updating, and distributing training materials, resulting in significant time savings for staff members involved in these tasks.
- Conducted comprehensive needs assessments to identify gaps in knowledge and skills, informing future program development.
- Developed customized training materials for various industries, ensuring relevance to the target audience.
- Contributed to the retention of top talent by providing employees with the resources and support necessary to excel in their roles.
- Developed and delivered training programs on healthcare compliance and best practices.
Education
Nursing Assistant -
Wayne Community College
Goldsboro, NCSkills
- Customer service
- Team leadership
- Decision-making
- Problem-solving
- Time management
- Customer relations
- Staff training and development
- Conflict resolution
- Workload management
Timeline
Patient Care Technician
DaVita
03.2025 - Current
Customer Service Representative
Superior Health Plan
09.2024 - 03.2025
Workforce Manager
Cigna/ VXI
02.2024 - 06.2024
Human Resource Generalist
VXI Global Solutions LLC
08.2022 - 02.2024
Quality Assurance Supervisor
Kaiser Permanente/ VXI
11.2019 - 08.2022
Trainer
Kaiser Permanente/VXI
11.2018 - 11.2019
Nursing Assistant -
Wayne Community College