Kadesha Pennant
Fort Worth,TX
Summary
Results-driven Intake Specialist with 3 years of experience in patient enrollment and effective collaboration with healthcare providers. Achieved a 95% enrollment rate while excelling in customer service, resolving billing disputes, and delivering technical support with consistently high satisfaction ratings. Proficient in proactive communication and meticulous record-keeping, seeking to leverage skills in a dynamic new role.
Overview
4
4
years of professional experience
Work History
Intake Specialist
Remx
08.2023 - Current
- Enroll qualified patients in the Synagis program for prompt injections and reduced RSV risk
- Utilize outbound call tactics to gather essential client details, reducing incomplete enrollment forms by 30%
- Work with healthcare professionals to boost awareness of the Synagis program, leading to a 20% increase in provider referrals and reaching a 95% enrollment rate
- Facilitate timely injections and minimize the risk of respiratory syncytium virus (RSV) by enrolling eligible patients in the Synagis program
- Decrease incomplete enrollment forms by 30% through the implementation of outbound call strategies to acquire necessary client information
Customer Service Representative
Conservice
03.2023 - 08.2023
- Handled customer queries via phone, email, and chat, offering precise details on utility services, billing, and payment procedures
- Investigated billing discrepancies by engaging in comprehensive research and working closely with the billing team, assisting around 300 clients weekly
- Played a role in decreasing billing-related customer grievances by 15% through committed customer support and successful issue resolution
- Provided assistance to customers through various communication channels, ensuring accurate information on utility services and billing processes
- Collaborated with the billing department to resolve disputes and improve customer satisfaction, resulting in a significant reduction in complaints
Tier 1 Technical Support Adviser
Concentrix
06.2022 - 12.2022
- Managed diverse technical support requests for numerous customers, resulting in a 98% satisfaction rate
- Collaborated with multiple teams to identify and fix common technical issues, reducing customer complaints by 50%
- Dealt with around 40 support cases daily, ensuring high service standards and aiding in achieving a 90% first-call resolution rate for complex problems
- Resolved a broad spectrum of technical inquiries for a large customer base, leading to a 98% satisfaction score
- Teamed up with different departments to diagnose and solve widespread technical issues, cutting customer complaints in half
Ticket Program Assistant
Ability Solutions INC
Dallas, TX
10.2020 - 04.2022
- Successfully implemented recruitment and job placement strategies resulting in a 75% employment success rate for program participants
- Oversaw meticulous record-keeping for a large group of over 100 participants, ensuring adherence to federal regulations
- Delivered top-notch customer service, garnering a 95% satisfaction rate based on participant feedback
- Collaborated with a team to streamline operational procedures, resulting in a 20% increase in program efficiency
Education
Diploma of Completion - Medical Office Assisting
PCI Health Training Center
Skills
- Clear Verbal Communication
- Data Management
- Event Scheduling
- Project Coordination
- Microsoft Office Expertise
- Client Case Coordination
- Regulatory Compliance
- Analytical Problem Solving
- Technical Documentation
- Healthcare Patient Advocate
- Detail-Oriented
- Data Analysis Expertise
- Accurate Record Maintenance
- Openness To New Knowledge
- Dedicated Work Ethic
Timeline
Intake Specialist
Remx
08.2023 - Current
Customer Service Representative
Conservice
03.2023 - 08.2023
Tier 1 Technical Support Adviser
Concentrix
06.2022 - 12.2022
Ticket Program Assistant
Ability Solutions INC
10.2020 - 04.2022
Diploma of Completion - Medical Office Assisting
PCI Health Training Center
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