Kendra Johnson
Patient Care Support Representative
TX
Summary
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
14
14
years of professional experience
1
1
Certificate
Work History
Shirt Presser Designer/Customer Service
J&K Creative Wear
01.2022 - Current
- Followed safety protocols while operating machinery.
- Expedited orders for timely delivery with efficient shirt pressing techniques.
- Upheld company standards of hygiene and cleanliness, keeping the workspace free of dirt or debris that could harm garments during the pressing process.
- Completed special requests or customizations from customers, showcasing attention to detail and commitment to excellence.
- Maintained a clean and orderly workspace, promoting a safe work environment.
Remote Senior Resolution Coordinator
Wal-Mart Contact Center
12.2023 - 02.2025
- Verified that prescriber licenses were in compliance and provided overrides.
- Helped increase overall customer satisfaction scores through attentive listening and addressing concerns promptly.
- Maintained strict confidentiality of patient records, adhering to HIPAA regulations at all times.
- Ensured regulatory compliance by diligently adhering to pharmacy policies, procedures, and applicable laws during daily operations.
- Managed insurance claims processing efficiently, minimizing errors and ensuring timely reimbursements for the pharmacy.
Remote Pharmacy Service Representative
Continuum Global Solutions (Contract) CVS Specialty Pharmacy
05.2022 - 07.2023
- Answered inbound calls from customers and addressed customer concerns about prescription medications.
- Shipped out medication orders and updated demographics in pharmacy systems.
- Operated pharmacy systems to obtain patient prescription status, communicating with prescribing physicians and in-store pharmacists to clarify orders and meet specifications.
- Managed phone lines professionally, triaging calls as necessary to ensure prompt attention from appropriate personnel.
- Consulted with insurance company representatives to complete claims processing, resolve concerns, and reconcile payments.
Banking Customer Service Representative
PNC Bank Call Center
06.2021 - 11.2021
- Managed high volume of inbound calls, ensuring prompt and professional customer service.
- Educated customers on online banking features, promoting digital adoption and convenience.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Maintained strict adherence to compliance regulations, ensuring all transactions were accurately processed and documented.
Remote Enrollment Customer Service Representative
Globe Life Insurance Call Center
01.2021 - 05.2021
- Handled high volume in-bound calls pertaining to life insurance policy.
- Responded to customer calls swiftly to resolve issues and answer questions.
- Conducted enrollment interviews and provided guidance to prospective participants.
- Used data entry skills to input payment and updated payment methods accurately into systems.
- Maintained accurate and up-to-date enrollment records and documentation.
Patient Care Attendant
The Shores Of Clear Lake Assisted Living
06.2019 - 06.2020
- Documented daily patient progress in an accurate and timely manner, facilitating effective communication among healthcare team members.
- Facilitated patient mobility by using proper body mechanics during transfers, reducing the risk of injury for both the attendant and the patient.
- Monitored patients vital signs and reported any abnormalities to nursing staff immediately, ensuring prompt intervention when needed.
- Maintained clean personal areas and prepared healthy meals to support client nutritional needs.
- Provided compassionate and patient-focused care to cultivate well-being.
Mental Health Direct Support Specialist
Devereux Advanced Behavioral Health
01.2016 - 05.2019
- Provided direct quality care to patients by monitoring, recording and evaluating psychiatric conditions.
- Documented observations, interventions and concerns in patient charts and electronic systems, sustaining continuum of care from admission through to discharge.
- Facilitated group therapy sessions to help clients develop coping strategies and social skills.
- Assisted with patient restraint and seclusion scenarios to create safe environment for patient and medical personnel.
- Facilitated communication between patients and healthcare professionals to improve care coordination.
Shift Lead Supervisor
Tideway Brain Injury Rehabilitation
05.2014 - 12.2015
- Oversaw and managed 26 patients and 10 support staff in patient care activities while maintaining a high level of staff morale and professionalism.
- Administered medications to residents and monitored expiration of medical supplies and medications.
- Maintained accurate documentation and records including seizure reports, ADL check sheets, medication sheets, shift change reports, critical incident reports, and resident charts.
- Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.
- Prepared medical records for data entry by compiling and sorting medical records.
Security Supervisor
Allied Universal Security Services
06.2012 - 03.2014
- Oversaw a team of 6 security officers and managed administrative duties, including scheduling and performance evaluations.
- Supervised grounds, employee entrances and exits, and security officers on duty.
- Applied strong leadership talents and problem solving skills to maintain team efficiency and organize work flows.
- Managed team schedules to provide effective security coverage for building needs.
- Screened employees and contractors before granting access to restricted areas within refinery.
Education
Medical Office Business Specialist Certificate - Medical Office Administration
Houston Community College
08-2020
Cosmetology Certificate - Beauty And Personal Care
College Of The Mainland
06-2005
Diploma - General Studies
La Marque High School
05-2003
Skills
Data entry and management
Reliability and punctuality
Time management
Self motivation
Adaptability and flexibility
Active listening
Teamwork and collaboration
Multitasking Abilities
Insurance verification
Team leadership
Phone and email etiquette
Medical terminology
Certification
Medical Office Business Specialist-Houston Community College
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Remote Senior Resolution Coordinator
Wal-Mart Contact Center
12.2023 - 02.2025
Remote Pharmacy Service Representative
Continuum Global Solutions (Contract) CVS Specialty Pharmacy
05.2022 - 07.2023
Shirt Presser Designer/Customer Service
J&K Creative Wear
01.2022 - Current
Banking Customer Service Representative
PNC Bank Call Center
06.2021 - 11.2021
Remote Enrollment Customer Service Representative
Globe Life Insurance Call Center
01.2021 - 05.2021
Medical Office Business Specialist-Houston Community College
08-2020
Patient Care Attendant
The Shores Of Clear Lake Assisted Living
06.2019 - 06.2020
Mental Health Direct Support Specialist
Devereux Advanced Behavioral Health
01.2016 - 05.2019
Shift Lead Supervisor
Tideway Brain Injury Rehabilitation
05.2014 - 12.2015
Security Supervisor
Allied Universal Security Services
06.2012 - 03.2014
Medical Office Business Specialist Certificate - Medical Office Administration
Houston Community College
Cosmetology Certificate - Beauty And Personal Care
College Of The Mainland
Diploma - General Studies
La Marque High School