S Aretha Catchings

Coordinated patient enrollment, onboarding, scheduling, and follow-up while documenting pending actions to support consistent team handoffs. Tracked engagement outcomes and unresolved items and collaborated internally to address information gaps. Helped team members adopt a newly implemented CRM by sharing procedures and supporting accurate documentation.

Maintained confidential enrollment records, documenting questions, barriers, contact outcomes, and next steps to enable accurate follow-through. Used CRM dashboards to prioritize follow-up and identify stalled activity, coordinating warm handoffs and record corrections across teams. Supported scheduling and resolution of information gaps to keep enrollment moving.

Maintained Salesforce account, opportunity, and activity records using reports and dashboards to keep information current. Supported data imports and assisted with testing CRM workflow changes that impacted daily operations. Shared practical CRM usage guidance with coworkers to improve consistency across the team.

Adjusted staffing coverage and employee breaks based on live call queue conditions to support real-time contact-center coverage needs. Guided older adults through Medicare coverage options and enrollment using clear, accessible explanations. Reviewed applications for completeness, investigated discrepancies, and tracked outstanding enrollment items following established procedures.