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okola cynthia

@okolacynthia

Message

I coordinate patient care, revenue cycle workflows, and empathetic remote healthcare support.

Kenya

Message

What I'm looking for

I'm looking for a remote healthcare support role where I can coordinate patients, scheduling, documentation, insurance workflows, and revenue cycle activities while protecting confidentiality and delivering empathetic service.

I'm a Certified Medical Virtual Assistant trained in patient intake, scheduling, telehealth operations, EHR/EMR documentation, insurance verification, prior authorization, medical billing, and Revenue Cycle Management. I bring HIPAA-compliant, patient-centered support to fast-paced remote healthcare environments.

Across Drive Safe Roadside, 24 Hours Group, and Haco Industries Kenya, I've managed high-volume communication, scheduling, records, and end-to-end case workflows. I've improved job completions, reduced customer wait times, achieved strong first-contact resolution, and maintained accurate, confidential documentation.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Agent / Dispatcher

Current

Drive Safe Roadside

Jun 2025 - Present (1 year 3 months)

Dispatched 50+ successful jobs per month, coordinating time-sensitive roadside service requests while sustaining accurate, audit-ready case records. Optimized service scheduling and dispatch workflows, increasing successful job completions by 30% per week and reducing service delays.

Dispatch Scheduling Customer Support Time Management Case Management Workflow Optimization

Customer Experience Specialist

24 Hours Group

Jan 2022 - Mar 2025 (3 years 2 months)

Boosted customer retention by 40% by implementing a proactive engagement strategy, increasing repeat business and strengthening long-term client relationships. Achieved a 95% first-contact resolution rate across phone, email, and live chat, reducing customer escalations and driving strong satisfaction scores.

Customer Retention First Contact Resolutions CRM Onboarding Scheduling Data Entry Workflow Optimization

Sales & Customer Relations Executive

Haco Industries Kenya Ltd.

Jun 2019 - Dec 2021 (2 years 6 months)

Increased revenue by 15% through strategic price negotiation, upselling, and cross-selling techniques, balancing profitability with customer satisfaction. Built and sustained client relationships through responsive, solution-focused support, driving repeat engagement and customer loyalty.

Sales Negotiation Upselling Cross Selling Client Management Data Analysis