Customer Service Data Management
Resume:
WANDA
DOLBY
**************@*****.***
Wake Forest NC
SUMMARY
Dynamic Patient Engagement Specialist with a proven track record at Javara Research, driving a 15% increase in patient enrollment through effective outreach and relationship building. Skilled in data management and customer service, I excel in enhancing patient experiences and ensuring regulatory compliance in clinical trial processes. Compassionate professional in healthcare patient relations, known for high productivity and efficient task completion. Possess specialized skills in conflict resolution, patient advocacy, and health information privacy practices. Excel at communication, empathy, and problem-solving to enhance patient satisfaction and support healthcare objectives.
SALES & LEAD GENERATION
Data management
Scheduling accuracy
Regulatory compliance
Inbound call handling
Customer service
Relationship building
Time management
Problem solving
Patient outreach
Clinical trial processes
EXPERIENCE
PATIENT ENGAGEMENT SPECIALIST 07/2022 to 12/2024
Javara Research
Executed over 500+ outbound calls per month, driving a 15% increase in patient engagement and enrollment for clinical studies, effectively meeting and exceeding set metrics., showcasing high-volume outbound calling, lead generation, and quota attainment
Proactively recruited patients into clinical research studies, resulting in a 20% boost in study participation
PATIENT EXPERIENCE COORDINATOR 03/2021 to 06/2022
Science 37
Prescreened/qualified individuals by asking pre-determined scripted questions to determine eligibility to participate in clinical research trial
Executed over 400+ outbound calls per month
Efficiently scheduled patients for qualified studies monthly with zero scheduling errors, attention to detail, and process efficiency
Inbound patient inquiries, achieving a 95% satisfaction rate in rescheduling appointments and verifying study information, showcasing customer service, problem-solving, and information verification
ACCESS SPECIALIST 08/2020 to 02/2021
Duke University Health System
Performed revenue cycle functions Including insurance verifications, eligibility reviews, self -pay, worker's comp and patient financial responsibility notification
Operated to meet quality performance measures and expectations, covering DUHS and PDC clinical locations
Professionally and effectively communicated via email and chat with patients referring to providers, colleagues, and students
MARKETING SALES CONSULTANT 12/2015 to 07/2020
Total Life Changes
Successfully prospected, developed, and closed sales, contributing to a 40% increase in customer base year-over-year, showcasing lead generation, sales closing, customer acquisition
Promoted products and brands at trade shows, increasing brand visibility by 30% and driving a 20% increase in sales, showcasing marketing, brand promotion, sales growth
EDUCATION AND TRAINING
Evander Childs HS - The Bronx, NY
High School Diploma
06/1984
CERTIFICATIONS
Sales Force Administrator Training, Current-2025
Good Clinical Practices and Human Subject Protection Training, 2022
OSHA Training, 2022
HIPPA TRAINING, 2022
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