Kamla Owens
Dolomite,AL
Summary
Healthcare and marketing operations specialist focused on enhancing patient engagement. Developed integrated marketing campaigns and coordinated community events to improve brand visibility and customer satisfaction. Expertise in process optimization, project management, and data analysis streamlines workflows and boosts operational efficiency. Strong communicator and problem-solver, driving team success and achieving organizational objectives.
Overview
14
14
years of professional experience
Work History
Patient Encounter Specialist
Cooper Green Mercy Hospital
Birmingham, AL
09.2022 - Current
- Delivered exceptional customer service in high-volume urgent care and outpatient clinic settings, contributing to patient satisfaction and retention.
- Verify insurance eligibility, update patient demographics, collect copays, and process payments accurately.
- Resolved patient concerns with professionalism and empathy, ensuring clear communication and fostering positive patient interactions.
- Educate patients on healthcare portals, mobile applications, and digital self-service tools to improve engagement and access to care.
- Built collaborative relationships with patients, providers, and clinical staff, enhancing overall patient experience and fostering trust.
- Complete daily financial reconciliation while maintaining compliance with organizational policies and procedures.
Owner & Marketing Manager
Ms. Knockout Promotions
Dolomite, AL
01.2019 - 08.2023
- Developed integrated marketing campaigns leveraging social media, digital advertising, and promotional materials.
- Coordinated community events from concept to execution, including logistics, scheduling, budgeting, and vendor management.
- Formulated promotional strategies that enhanced event attendance and increased brand awareness.
- Built customer relationships that increased brand visibility through strategic online engagement.
- Negotiated contracts with vendors, entertainers, and sponsors to ensure successful event execution.
- Managed vendor relationships to streamline logistics and ensure timely supply procurement during events.
- Engaged clients through personalized consultations to identify needs and deliver customized services.
- Created and managed budgets effectively for promotional initiatives.
Patient Service Representative
Brookwood Baptist Health
Birmingham, AL
08.2019 - 09.2022
- Managed patient registration, appointment scheduling, and check-in processes for busy specialty clinics.
- Resolved patient concerns, delivering exceptional customer service and ensuring patient satisfaction.
- Coordinated specialty referrals to enhance continuity of patient care and streamline patient transitions.
- Processed copays and financial transactions accurately, contributing to efficient clinic operations.
- Maintained confidential patient information while ensuring compliance with healthcare regulations.
Customer Service Representative / Team Lead
Spectrum
Birmingham, AL
02.2017 - 06.2018
- Led and developed a team of seven customer service representatives to enhance service delivery.
- Ranked among the top 5% of representatives for customer satisfaction and performance.
- Reduced average call handling time by 20% through performance coaching and workflow improvements.
- Resolved complex customer issues, ensuring consistent adherence to service quality standards.
- Managed customer payments and coordinated payment arrangements to support customer satisfaction.
Caregiver / Personal Assistant
Home Instead Senior Care
Vestavia Hills, AL
04.2013 - 02.2017
- Assisted clients with daily living activities, transportation, meal preparation, medication reminders, and personal care to promote independence and enhance quality of life.
- Built strong relationships with clients to foster trust and communication, providing compassionate, client-centered support that improved overall client satisfaction.
- Offered companionship during daily activities to alleviate loneliness and provide emotional support, contributing to improved client well-being.
Public Safety Dispatcher II
Fairfield Police Department
Fairfield, AL
07.2012 - 07.2016
- Coordinated emergency communications for police, fire, and emergency medical services, ensuring timely and accurate information delivery.
- Managed high-pressure emergency and non-emergency calls, ensuring accurate information relay and maintaining professionalism under pressure.
- Demonstrated sound judgment and effective communication during emergency situations, facilitating swift response and resolution.
- Maintained police records and assisted the public with reports and information requests.
Education
Bachelor of Science - Marketing (Honors)
Alabama State University
Montgomery, AL05-2026
Skills
- Patient care coordination
- Customer experience management
- Patient intake management
- Insurance verification process
- Vendor management
- Event coordination
- Event promotion
- Brand promotion
- Public relations
- Content creation
- Project management skills
- Office productivity
- Problem solving
- Strategic thinking
- Relationship building
- Community outreach
- Adaptable, dependable, solutions-oriented
VOLUNTEER EXPERIENCE
On The Set Summer Film Camp, Administrative Assistant / Marketing Specialist (Volunteer), Birmingham, AL, 2010, Present,
Design and maintain the annual summer film camp curriculum and program outline., develop marketing strategies and promotional campaigns to increase program visibility and enrollment., Create flyers, social media graphics, email campaigns, and branded promotional materials., Build partnerships with schools, local businesses, community organizations, and industry professionals., Coordinate registration, scheduling, volunteer communications, and administrative operations., Support fundraising initiatives, sponsorship development, and community outreach efforts., Assist with planning and execution of workshops, special events, and student film showcases.
Timeline
Patient Encounter Specialist
Cooper Green Mercy Hospital
09.2022 - Current
Patient Service Representative
Brookwood Baptist Health
08.2019 - 09.2022
Owner & Marketing Manager
Ms. Knockout Promotions
01.2019 - 08.2023
Customer Service Representative / Team Lead
Spectrum
02.2017 - 06.2018
Caregiver / Personal Assistant
Home Instead Senior Care
04.2013 - 02.2017
Public Safety Dispatcher II
Fairfield Police Department
07.2012 - 07.2016
Bachelor of Science - Marketing (Honors)
Alabama State University