Customer Service Data Entry

DAVENNA INMAN

Detroit, MI • 313-***-**** • ************@*****.*** • www.linkedin.com/in/davennainman HEALTHCARE CUSTOMER SERVICE SPECIALIST

Virtually Building Customer Relations • Managing Data • Promoting Services & Sales Customer-focused Healthcare Specialist with 5+ years of experience supporting patient needs in virtual care, Medicare services, and mental health platforms. Known for excellent communication, data accuracy, and connecting patients to critical benefits and resources.

SKILLS

TECHNICAL

PROFESSIONAL EXPERIENCE

Health Care Coordinator Zing Health Chicago, IL (Remote-contract) DECEMBER 2024 – JUNE 2025

Medicare Advantage plan focused on coordinating care, closing gaps, and connecting members to life-changing services

• Educated members on plan benefits and connected them to healthcare resources and case management services.

• Facilitated Medicare members' access to transportation, dental, vision, housing, and utility assistance programs.

• Coordinated with PCP offices and internal teams to gather member data and prepare for Interdisciplinary Team (IDT) meetings.

• Conducted health risk assessments and documented outcomes in Salesforce and care systems, managing member records and ensuring HIPAA compliance.

Patient Engagement Specialist Duo Health Chicago, IL (Remote-contract) NOVEMBER 2024 – DECEMBER 2024

Value-based medical group dedicated to improving health equity for chronic kidney disease patients

• Collaborated with care teams, ensuring a 90% patient engagement rate.

• Maintained accurate records in EHR systems and performed data entry using Canvas and MS Office.

• Managed up to 50 patient calls daily, scheduling appointments with Nurse Practitioners and Social Workers while addressing patient concerns.

• Educated patients on the Duo Health care model, coordinated 50 weekly health risk assessments (HRAs), and documented interactions to enhance care coordination. Active Listening

Customer Service

Time Management

Detailed Documentation

Written/Verbal Communication

Collaboration

Multi-Tasking

Building Rapport

Conflict Resolution

Customer Engagement

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Digital Health

Call Management

HIPAA Compliance

Medical Terminology

Healthcare Regulations

Training

Data Entry

Onboarding

Prioritization

Exceeding Goals

Google Suite

CRM Software

Microsoft Word

Telehealth Platforms

Five9

Genesys

Salesforce

Microsoft Excel

Slack

Zoom

Canvas

Knowledge Base

Zendesk

AdvancedMD

Electronic Health

Records (EHR)

Client Enrollment Specialist Thriveworks Lynchburg, VA (Remote) JANUARY 2024 – JULY 2024

Therapy platform connecting users with virtual and in-person mental healthcare

• Met utilization, quality scores, and quota KPIs consistently.

• Conducted patient intakes and verified insurance coverage, copays, co-insurance, and self-pay rates.

• Managed 20-30 calls daily, built rapport while responding to patient inquiries, provided information on services, and scheduled appointments.

• Maintained a 50% conversion rate while cross-selling counseling services such as individual, marriage, family counseling, medication management, and child therapy. Member Outreach Specialist Teladoc Health Purchase, NY (Remote) DECEMBER 2022 – DECEMBER 2023

On-demand remote medical care, connecting patients with physicians via telephone and videoconferencing.

• Updated medical records and maintained call scripts and FAQs.

• Enrolled members into Livongo programs and registered accounts.

• Ensured compliance with HIPAA in all interactions and transactions.

• Provided technical assistance and troubleshooting for patients receiving new medical devices.

• Tracked outreach campaigns with detailed documentation of each customer call and interaction.

• Managed 50-80 calls daily, scheduled appointments, and resolved escalated inquiries and complaints. Member Engagement Specialist Inovalon Inc. Bowie, MD (Remote) MAY 2021 – DECEMBER 2022

Provider of cloud-based SaaS solutions to healthcare providers, pharmacies, and health plans.

• Built rapport with members and addressed their concerns with friendly, empathetic customer service.

• Managed 80 inbound/outbound calls per day, scheduled appointments, and provided information regarding in-home assessments.

• Met/exceeded conversion targets consistently with active listening and persuasive techniques to promote and sell in-home assessment services.

Client Communications Specialist Rocket Connections Detroit, MI (Hybrid) OCTOBER 2020 – MAY 2021

Online mortgage lender known for its digital application process, providing home financing solutions to clients.

• Persuaded clients on products and services to ensure superior customer experience and issue resolution.

• Managed various communication channels, including phone calls, emails, and chats, and handled high volumes of phone duties such as transfers, cold calls, and appointment scheduling.

• Actively participated in ongoing training to enhance product knowledge and customer service skills, and educated customers on self-service options, application processes, and loan decisions. EDUCATION

University Preparatory Academy Detroit, MI Diploma Paul Mitchell The School Sterling Heights, MI Cosmetology Certificate Xcel Solutions Detroit, MI Life and Health Pre-Licensing Certificate

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