Imanni Maxwell
Summary
Healthcare administrative and operations professional with 7+ years of experience supporting appointment center operations, administrative coordination, and clinical workflows within large healthcare systems. Proven ability to manage high-volume scheduling environments, support service level goals, resolve routine and non-routine issues, maintain data integrity, and collaborate across teams. Strong background in EMR systems, call center performance metrics, workflow management, service recovery, and administrative support for department and operational objectives.
Overview
7
7
years of professional experience
Work History
Care Coordinator
Tia
Remote
12.2024 - 08.2025
- Coordinated patient scheduling, referrals, and prior authorizations within high-volume care workflows
- Supported appointment center operations by managing inbound calls and meeting service level goals
- Verified insurance eligibility and maintained authorization tracking data
- Assisted with issue resolution and service recovery for routine and non-routine requests
- Maintained EMR documentation and data integrity
- Provided peer support and onboarding assistance to maintain workflow efficiency
- Maintained 90%+ call answer rate while meeting quality metrics
Medical Service Representative
Providence Health Care
Los Angeles, CA
02.2024 - 09.2024
- Supported front-office and appointment workflows using Epic
- Coordinated scheduling, referrals, and follow-up care across 8 providers
- Maintained documentation, records management, and data accuracy
- Responded to patient inquiries and supported service recovery efforts
- Collaborated with clinical and administrative teams to resolve workflow issues
Administrative Assistant II
UCLA Health
Los Angeles, CA
11.2022 - 01.2024
- Supported daily scheduling and operational workflows for 8 specialty providers
- Coordinated high-volume appointment center activity (60–90 patients daily)
- Collaborated with providers, leadership, and insurance teams to resolve routine and non-routine operational issues
- Maintained department documentation, data tracking, and reporting
- Supported process improvements aligned with department goals and service expectations
Member Enrollment Speicalist
Foresight Mental Health
Los Angeles, CA
01.2021 - 09.2022
- Managed intake, eligibility verification, and appointment scheduling
- Coordinated member onboarding and provider matching
- Maintained EMR records and enrollment data integrity
- Handled high-volume (50-80 daily calls) inbound calls while exceeding standards
- Supported workflow improvements to enhance member experience
Call Center Agent
Kaiser Permanente
Los Angeles, CA
04.2018 - 12.2020
- Supported appointment center operations by handling 60–100 inbound calls daily
- Scheduled appointments and assisted members with benefits and coverage
- Met and exceeded service level, quality, and productivity metrics
- Supported onboarding and peer training
- Contributed to workflow and patient experience improvements
Education
Bachelor of Arts - Social Sciences
California State University Chico
Chico, California05-2025
Skills
Administrative Coordination
Appointment Center Operations
Workflow & Shift Operations Support
Scheduling & Calendaring
Customer Service & Service Recovery
Service Level & Performance Metrics
Issue Resolution & Escalation Support
Data Tracking, Reporting & Documentation
EMR Systems (Epic, Athena, DrChrono, Salesforce)
Call Center Operations (Inbound/Outbound)
Cross-Functional Collaboration
Coaching & Peer Support
Onboarding & Training Assistance
Process Improvement
PC Software & Office Applications
Timeline
Care Coordinator
Tia
12.2024 - 08.2025
Medical Service Representative
Providence Health Care
02.2024 - 09.2024
Administrative Assistant II
UCLA Health
11.2022 - 01.2024
Member Enrollment Speicalist
Foresight Mental Health
01.2021 - 09.2022
Call Center Agent
Kaiser Permanente
04.2018 - 12.2020
Bachelor of Arts - Social Sciences
California State University Chico