Ayannah Bowden Kennedy
Hope Mills
Summary
Experienced healthcare professional specializing in discharge planning and patient assessment. Enhances patient outcomes through interdisciplinary collaboration and resource coordination. Committed to HIPAA compliance, facilitating smooth transitions from hospital to home. Proficient in medical terminology and skilled in working within multidisciplinary teams, with a focus on reducing readmission rates through effective discharge planning and follow-up.
Overview
12
12
years of professional experience
Work History
Discharge Planner
Carolina Rehabilitation Center Of Cumberland
Fayetteville
05.2025 - Current
- Coordinated patient discharge plans with interdisciplinary teams and community resources.
- Assessed patient needs and developed tailored post-discharge support strategies.
- Facilitated communication between patients, families, and healthcare providers regarding discharge procedures.
- Coordinated post-hospital services including home health care, durable medical equipment, and transportation to ensure seamless transitions.
- Contributed to multidisciplinary team meetings to assess and establish appropriate levels of care before discharge.
- Collaborated with other healthcare professionals to ensure successful transition from hospital to home setting.
- Educated families on available resources to enhance understanding of loved one's diagnosis and treatment plan prior to hospital discharge.
- Evaluated patient's ability to live independently or function within an assisted living facility prior to release from the hospital.
- Advised staff on best practices related to patient discharges while ensuring compliance with all relevant regulations governing healthcare facilities.
Receptionist/Office Assistant
Carolina Rehab Center of Cumberland
Fayetteville
04.2022 - 05.2025
- Developed relationships with new staff members, and assisted existing staff members in their career development
- Provided customer service and was involved in training new team members each month
- Maintained a clean and safe work environment, resulting in a 25% reduction in complaints filed with management and a 30% increase in crew satisfaction
- Executed company policies, procedures, and safety standards to ensure the proper cleanliness and safety of the office and equipment
- Finance and billing experience. Has ability to perform payment transactions, settling patient debt, copies and insurance payments.
- Also experienced in filing insurance claims and contacting insurance companies for payment.
- Organized approximately 12 volunteer events that raised 4k in donations
Patient Service Representative
CapeFear Valley Medical Center
Fayetteville
09.2021 - 03.2022
- Accessed patient information through various software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations.
- Coordinated with patients and healthcare professionals to meet patient needs.
- Scheduled and confirmed patient appointments with patients and healthcare professionals.
- Supported hospital and clinic operations using customer service skills and detailed system knowledge.
- Documented and managed patient information in computer system.
- Referred patients to appropriate professionals and services.
- Checked daily doctor schedules and verified insurance.
- Supervised team of representatives by monitoring patient satisfaction, assessing performance and resolving complaints.
- Checked claims for errors, corrected issues and mailed out updated documents.
- Organized and maintained patient charts with proper classification and filing systems.
- Balanced and reconciled cash drawer daily to maintain department's financial accuracy.
- Coordinated insurance authorizations, collected co-payments and resolved discrepancies.
Customer Service Manager
eClerx
Fayetteville
11.2020 - 05.2021
- Decreased process lags by training customer service representatives and planning advanced staff development.
- Enhanced customer service procedures and policies to improve support structures company-wide and boost customer satisfaction.
- Evaluated quality of representatives' phone calls and provided feedback to management.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Built client rapport while accurately processing repair documentation and troubleshooting technical discrepancies-through completion.
- Addressed and mitigated escalated situations to meet organizational objectives and drive customer satisfaction ratings.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Strengthened traceability by developing organization systems for client contracts, records, reports and agendas.
- Uphold strict quality control policies and procedures during customer interactions.
- Created order management system for sales and customer service personnel to improve client experience.
Call Center Agent
Exlerx
Fayetteville
04.2020 - 05.2021
- Documented customer inquiries and feedback, including service delivery suggestions in company database.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Used electronic documentation, reference tools and automated training to drive customer service ratings.
- Implemented services to assist company in maintaining exceptional client service ratings on external audits.
- Explained key information regarding products and services to customers to encourage informed decision-making.
- Completed up to 75-145 outgoing calls per day according to assigned call list.
- Resolved common and complex issues by determining need of customer and immediately offering favorable solutions, increasing customer satisfaction scores from 63.2% to 70%.
Cashier and Customer Service
Walmart
Fayetteville
01.2018 - 12.2018
- Enhanced customer service procedures and policies to improve support structures company-wide and boost customer satisfaction.
- Interviewed, hired and trained new quality-focused customer service representatives.
- Evaluated quality of representatives' phone calls and provided feedback to management.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Confirmed delivery of orders and troubleshot missed delivery dates, shortages and overages.
- Provided outstanding service to new and long-standing customers by attending closely concerns and developing solutions.
- Built client rapport while accurately processing repair documentation and troubleshooting technical discrepancies through completion.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Delivered continuous training to associates to maximize performance and customer relations skills.
- Strengthened traceability by developing organization systems for client contracts, records, reports and agendas.
- Created order management system for sales and customer service personnel to improve client experience.
Cashier
McDonald's
Fayetteville
08.2014 - 03.2017
- Operated cash register to process cash, check and credit card transactions.
- Enforced staff performance and service standards to deliver consistent and positive customer experiences.
- Received food orders from individuals and explained offerings.
- Cross-trained in other kitchen positions to support team and meet customer needs.
Education
High School Diploma -
South View High School
Hope Mills, NC07.2014
Bachelor of Science - Healthcare Administration
Fayetteville Technical Community College
Fayetteville, North Carolina, NCSkills
- Discharge planning
- Care coordination
- Discharge scheduling
- Patient billing
- Documentation management
- Patient advocacy
- Care team coordination
- Writing skills
- Patient intake
- Supervising experience
- Hospitality
- Sales
- Cash handling
- Financial reporting
- Resource management
- Microsoft excel
- Microsoft office
- Microsoft word
- Windows
- Typing
- Computer skills
- Basic math
- Adaptive learning
- Teamwork and collaboration
- Psychosocial assessment
- Teamwork and collaboration
Languages
English
References
References available upon request.
Timeline
Discharge Planner
Carolina Rehabilitation Center Of Cumberland
05.2025 - Current
Receptionist/Office Assistant
Carolina Rehab Center of Cumberland
04.2022 - 05.2025
Patient Service Representative
CapeFear Valley Medical Center
09.2021 - 03.2022
Customer Service Manager
eClerx
11.2020 - 05.2021
Call Center Agent
Exlerx
04.2020 - 05.2021
Cashier and Customer Service
Walmart
01.2018 - 12.2018
Cashier
McDonald's
08.2014 - 03.2017
High School Diploma -
South View High School
Bachelor of Science - Healthcare Administration
Fayetteville Technical Community College