Open To Work
Nekebra D. Hampton
Support/ Admissions Manager
Warren,AR
Summary
Healthcare admissions and customer service manager with 5+ years of experience managing remote high-volume client intake, Medicaid-based admissions, and call center operations. Skilled in leading and developing teams of 20+ coordinators while ensuring service-level excellence, call quality, and client satisfaction. Experienced in collaborating with charge, transition, and assessment nurses to streamline admissions, align care plans, and maintain compliance with Medicaid and HIPAA standards. Proficient in Salesforce Dynamics 365, and case management systems, with a proven record of improving time-to-admission and resolving escalations.
Overview
10
10
years of professional experience
Work History
Support Broker/ Intake Coordinator Manager
Public Partnerships LLC
06.2023 - 07.2025
- Boosted QA scores from 86% → 97% in one month through workflow redesign and proactive coaching.
- Cut onboarding cycle time by 66% (30 → 10 days), accelerating client adoption and time-to-value.
- Planned and delivered 8 months of training workshops, onboarding 60+ staff with 25% faster ramp-up.
- Implemented cross-functional initiatives that improved compliance, strengthened SLA adherence, and standardized reporting for consistent service delivery.
- Directed and coached a team of 23+ Intake Coordinators, driving performance across high-volume inbound/outbound calls with prospective clients, families, and referral partners.
- Led the admissions process for individual clients, addressing escalations and ensuring smooth navigation through program entry.
- Applied Dynamics 365 (CRM) to manage referrals, track admissions, and streamline communication across teams.
- Maintained compliance with HIPAA policies and organizational standards, safeguarding client confidentiality.
- Partnered with cross-functional teams to achieve KPIs such as time-to-admission, call quality, service levels, and client satisfaction.
- Ensured consistent and timely communication with clients, families, and referral sources to advance admissions and resolve concerns with empathy and accuracy.
- Partnered with charge, transition, and assessment nurses to prioritize individualized patient care plans, coordinating timely admissions and ongoing care delivery.
Remote Client Services Supervisor (Support Coordination)
Palco, Inc.
06.2021 - 06.2023
- Coached and led a 14-member client services team managing 170+ accounts, consistently exceeding SLA compliance targets and developing staff for internal promotion.
- Reduced rework and errors by 20% through standardized workflows and reporting dashboards.
- Championed resolution of complex cases, earning a 95% customer satisfaction rate.
- Directed and coached a team of 14 Admissions Coordinators, driving performance across high-volume inbound/outbound calls with prospective clients, families, and referral partners.
- .Managed workforce planning by coordinating schedules, balancing workloads, and maintaining optimal coverage to achieve service-level excellence.
- Led the admissions process for individual clients, addressing escalations and ensuring smooth navigation through program entry.
- Collaborated across departments to improve referral handling, admissions processing, and reporting accuracy.
- Maintained compliance with HIPAA policies and organizational standards, safeguarding client confidentiality.
- Provided performance updates and insights to executive leadership to drive data-informed decision-making and continuous improvement.
- Partnered with cross-functional teams to achieve KPIs such as time-to-admission, call quality, service levels, and client satisfaction.
- Ensured consistent and timely communication with clients, families, and referral sources to advance admissions and resolve concerns with empathy and accuracy.
- Partnered with charge, transition, and assessment nurses to prioritize individualized patient care plans, coordinating timely admissions and ongoing care delivery.
Operations Manager (Direct Care)
Southeast Arkansas Human Development Center
08.2015 - 06.2020
- Directed operations for 6 residential care units, supervising 40+ staff and coordinating intake/admissions of residents with developmental disabilities.
- Increased compliance audit outcomes by 30% through targeted staff training and quality reviews.
- Enhanced cross-functional collaboration with medical, nursing, and therapy teams, improving time-to-service and client satisfaction.
- Reduced incident reports by 18% through staff development in crisis intervention and behavior management.
- Partnered with charge, transition, and assessment nurses to prioritize individualized patient care plans, coordinating timely admissions and ongoing care delivery.
Education
Bachelor of Science - Human Resource Management
Salem International University
Salem, WV10-2020
Skills
- Customer Experience (CX) & Client Retention
- Customer Service Management & Team Leadership
- Performance Reporting & Executive Partnership
- Onboarding, Training & Employee Development
- Conflict Resolution & Escalation Management
- Process Improvement & Workflow Optimization
- CRM Platforms: Salesforce, Dynamics 365, Navision
- Admissions & Intake Management
- Call Center Operations & Service Delivery
- Client & Family Engagement
- Compliance & Confidentiality
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Success is not final; failure is not fatal: It is the courage to continue that counts.
Winston Churchill Reference
Timeline
Support Broker/ Intake Coordinator Manager
Public Partnerships LLC
06.2023 - 07.2025
Remote Client Services Supervisor (Support Coordination)
Palco, Inc.
06.2021 - 06.2023
Operations Manager (Direct Care)
Southeast Arkansas Human Development Center
08.2015 - 06.2020
Bachelor of Science - Human Resource Management
Salem International University
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