Erika Penales

• Managed a portfolio of 56 multi-location healthcare practices, owning onboarding, adoption, retention, and renewal across trial and paid accounts
• Led account recovery efforts for at-risk and inactive customers by resetting implementation, re-engaging decision-makers, and enforcing structured usage protocols
• Drove measurable increases in product adoption and client health (logins, uploads, simulations) through targeted coaching and workflow redesign ($5,000 value)
• Balanced relationship management with accountability, navigating difficult conversations around adoption gaps and missed commitments
• Translated product usage data into clear, actionable success plans for clinical and operational stakeholders
• Proactively identified disengagement risks and escalated ahead of renewal deadlines to protect revenue
• Maintained audit-ready CRM documentation (Zoho) and coordinated communication between clients and internal teams

• Scheduled 15 new patients/day, built and maintained charts using eClinicalWorks, and coordinated prescription requests (~10/day).
• Handled digital patient communication (email, portal), tracked follow-ups, and updated encounter documentation.
• Coordinated with external hospitals, clinics, and surgical centers to request and manage medical documents, imaging, and referrals.
• Handled insurance coordination tasks such as verifying plan details, gathering PCP/referral info, and communicating with the billing department to verify benefits.
• Answered multi-line phone system, averaging 40 calls/day, delivering messages to staff, and answering general & medical inquiries.

• 300 hours of in-person experience involving patient interaction and applying Nutrition Care Practice (NCP) in clinical dietetics & food service
• Dietary counseling with over 30 patients
• Hospital charting (PES format) with familiarity of NCP manual and nutrition support KARDEX
• Key Achievement: Successfully created an MNT plan for an ICU patient, which improved prognosis and won the best case study award.

Silliman University

• Bachelor of Science in Nutrition and Dietetics, department honors
• 3.8 GPA

Awards and Honors

• Magna cum laude
• Dean's List, 2021-2023
• Best clinical intern

Scholarship

• Academic Class A scholarship, 2020-2023