Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Kendall Bonner

Memphis,TN

Summary

Efficient and organized Administrative & Customer Service Professional with over 6 years of progressive experience in healthcare administration, client support, and office coordination. Recognized for delivering exceptional patient and customer experiences, optimizing workflow processes, and maintaining compliance with healthcare standards. Skilled in EMR systems, appointment management, and administrative support with a proven record of increasing efficiency and client satisfaction. Known for strong communication, discretion with confidential data, and the ability to thrive in fast-paced environments.

Overview

6
6
years of professional experience

Work History

Administrative Assistant

Drop-n-Swap Psychiatry
Memphis, TN
07.2024 - Current
  • Delivered front-office support, managing over 100 weekly client interactions to enhance patient trust.
  • Scheduled and managed 150+ appointments monthly through EMR systems, reducing no-show rates by 25%.
  • Maintained confidential client records with 100% accuracy, ensuring compliance with HIPAA regulations.
  • Streamlined administrative workflows, decreasing intake processing time by 20% while improving clinician efficiency.
  • Coordinated billing documentation and insurance claims, improving payment turnaround time by 15%.

NIFA Agent (Nebraska Investment Finance Authority)

Nelnet
, Remote
12.2021 - 06.2024
  • Resolved high-volume customer inquiries, achieving a 98% satisfaction rating.
  • Improved data integrity and reduced input errors by 30% through quality assurance leadership.
  • Analyzed customer feedback to recommend process changes, cutting call handling time by 15%.
  • Increased customer retention by 20% through effective resolution of escalated cases.
  • Collaborated with compliance and technical teams to ensure adherence to federal regulations.

Patient Care Advocate

Express Scripts
Memphis, TN
02.2019 - 10.2021
  • Handled over 80 patient inquiries daily, assisting with medication access and insurance coverage.
  • Achieved a 95% on-time delivery rate through effective coordination of medication deliveries.
  • Liaised with healthcare providers to resolve authorization issues and expedite treatments.
  • Recognized for empathy in high-stress scenarios, boosting team performance scores by 10%.

Education

High School Diploma -

Central High School
Memphis, TN
05-2013

General Coursework -

LeMoyne-Owen College
Memphis, TN

Skills

  • Appointment and calendar management
  • Electronic medical records
  • HIPAA compliance
  • Insurance billing and claims
  • Patient relations
  • Administrative support
  • Workflow optimization
  • Multitasking and prioritization
  • CRM tools and Microsoft Office

Accomplishments

  • Increased client satisfaction scores by 20% through empathetic communication and prompt issue resolution.
  • Reduced appointment no-shows by 25% using proactive follow-up and rescheduling processes.
  • Decreased administrative processing errors by 30% by standardizing documentation procedures.
  • Supported implementation of a new EMR system, training staff and ensuring a seamless transition with minimal disruptions.

Timeline

Administrative Assistant

Drop-n-Swap Psychiatry
07.2024 - Current

NIFA Agent (Nebraska Investment Finance Authority)

Nelnet
12.2021 - 06.2024

Patient Care Advocate

Express Scripts
02.2019 - 10.2021

High School Diploma -

Central High School

General Coursework -

LeMoyne-Owen College

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