Kendra Claiborne
Baton Rouge
Summary
Seasoned Experience Manager with robust background in managing customer experience, leading teams and executing strategic initiatives. Known for strong leadership skills, ability to streamline processes and drive operational efficiency. Demonstrated success in influencing positive customer experiences and fostering team collaboration. Committed to enhancing overall business performance through improved customer satisfaction strategies.
Overview
13
13
years of professional experience
Work History
Care Experience Manager
Aveanna Heathcare
Baton Rouge
10.2024 - Current
- Managed client relationships to ensure satisfaction and continuity of care.
- Coordinated training programs for staff to enhance service delivery skills.
- Developed operational protocols to streamline patient intake processes.
- Monitored compliance with healthcare regulations and internal policies consistently.
- Collaborated with team members to identify areas of improvement in the customer experience.
- Provided guidance and support to team members regarding customer service processes and procedures.
SCHEDULING COORDINATOR (COMMUNICATOR)
ABS KIDS
01.2023 - 06.2024
- Overseen ABS clients for Utah and Tennessee counties (existing and new or incoming clients). New and Existing client’s required updating of client’s profile if necessary including address and availability changes, removal of Behavioral Therapist if BT was not correct fit for client or HR accommodations and also providing a replacement BT who can take on client, transfer of locations if client needed to change to a different center that is closer within company that was more suitable for their family, adjusting and also communicating to Intake team, Board Certified Behavioral Analysis and Behavioral technician regarding client’s weekly schedule if any changes occur. Checked and ensured schedule followed client’s and BT availability and desired preferences. Once schedule has been confirmed with team and family, client’s and provider calendar with upcoming schedule are made visible allowing client and provider to see upcoming sessions. Connects BT (provider) to client to access client’s information and sends start date in email for upcoming schedule.
Scheduling COORDINATOr
Smile Studio
01.2020 - 12.2022
- Welcoming and checking in patients ensuring they are aware of what their appointment entails, Explaining billing and payment questions, Collecting co-payments and making sure patient is up to date with account, Managing office’s schedule to alert team of any new changes, Scheduling all check out appointments and productively scheduling to doctor’s preference, Collecting weekly data (Including: availability for the following week, notable appointments/patients, and active patients without appointments) for weekly administration meeting.
Lead patient service representative
Aspen Dental
06.2019 - 01.2020
- Greeting and ensuring new and existing patients are aware of what their appointment entails, Explaining treatment plans and setting financial agreements to coincide with company policies, Explaining different payment methods and financing opportunities, Answering all incoming and outgoing calls, Verifying Insurance and collecting co-payments for appointment, Worked with management to ensure productive production to meet monthly budget, Consulting with new and existing patients about upcoming and new treatment that they may accept, Productive scheduling patient’s appointment according to Doctors preference, Inserting treatment plans into patient’s chart, Managed other patient service representatives and ensured all duties assigned were completed.
Sales Associate
Camping World
01.2016 - 12.2018
- Using POS (Point Of Sale) register system to complete customers transactions, Opening and maintaining customers memberships and warranty products, Stocking and restocking proficiently recording discrepancies found (Inventory specialist), Researching items that require custom order for customers and reaching out directly to vendors to ensure items availability.
Customer Service Assistant
Walgreens
01.2014 - 06.2015
- Welcoming customers and assessing and identifying customer needs to achieve customer satisfaction, Recommending potential products or services to management from collecting customer’s information, needs and demands, Setting new customer’s account and explaining the new program. Stocking and managing items inventories and reporting any discrepancies.
Biology Lab Tech Assistant
Southern University A&M College
01.2013 - 06.2015
- Designing and executing laboratory testing according to standard procedures, setting up lab experiments using all safety precautions, Engineered chemical equations for experiment, Assist Lab Tech with additional duties that may need to be done.
- Prepared and sterilized laboratory equipment and materials for experiments.
- Conducted experiments to analyze biological samples in a laboratory setting.
- Analyzed data collected from experiments using appropriate software tools.
Education
BACHELORS DEGREE - GENERAL STUDIES MINOR IN BIOLOGY AND BUSINESS
University of louisiana at lafayette
Skills
- ACCOUNTING
- ECONOMICS
- CONSULT TRAINED
- CPR CERTIFIED
- HIPPA AND OSHA
- Client relationship management
- Behavioral health scheduling
- Attention to detail
- Data analysis
- Customer experience optimization
References
Available upon request
Activities
- SU17 Volunteers
- Student Government Association
- BSU University of Louisiana at Lafayette
- Association of Women Students at Southern
- Association of Women Students at Lafayette
Timeline
Care Experience Manager
Aveanna Heathcare
10.2024 - Current
SCHEDULING COORDINATOR (COMMUNICATOR)
ABS KIDS
01.2023 - 06.2024
Scheduling COORDINATOr
Smile Studio
01.2020 - 12.2022
Lead patient service representative
Aspen Dental
06.2019 - 01.2020
Sales Associate
Camping World
01.2016 - 12.2018
Customer Service Assistant
Walgreens
01.2014 - 06.2015
Biology Lab Tech Assistant
Southern University A&M College
01.2013 - 06.2015
BACHELORS DEGREE - GENERAL STUDIES MINOR IN BIOLOGY AND BUSINESS
University of louisiana at lafayette