Full name: Keciana Adams
Current job title: HRSA PSSC – Provider Support Advocate
Tell us what brought you to Pearl and what skills you acquired in each of your previous roles that helped get you to your current role?
I love working hard and knowing that if I continue to do great, I will get recognized and that there are opportunities to advance in my career. Opportunities to excel are what brought me to Pearl Interactive Network, Inc. In my previous roles, I picked up multi-tasking and being empathetic. The HRSA-PSSC program can be extremely busy, so it is important to know how to multi-task to get all my job duties handled in a timely manner. Working in customer service, one must also be empathetic to the providers/customers and ensure to go above and beyond when providing support.
What are your career goals?
My future job aspirations are to be become a supervisor. I am currently in the Pearl coaching and training program to learn how to be the best candidate for a supervisor position.
What has been the biggest lesson you have learned in your job?
The biggest lesson I learned is how to stay calm in emotional situations. It is difficult to do your job when you have an angry or crying provider on the phone. I have learned that by staying calm and being the listening ear, the provider will quickly deescalate, and I am able to resolve their needs in any situation.
What is your advice for someone who may be interested in pursuing a role in your current field?
My advice to someone that may be interested in pursuing a role in my current field is to learn how to be a great communicator. It is so important to know how to disclose information to the provider in a way they will understand and appreciate.
What is a Fun Fact that many of your coworkers may not know?
I am currently in the process of re-enrolling in college to get my bachelor’s degree. Working at Pearl under great leadership that truly cares about the employees that work for them, has inspired me to get my degree and hopefully make a difference in someone else’s life.
Do you have a special talent or any hobbies?
My hobbies are reading and traveling. I absolutely love to read and can spend hours immersed in a different world. My husband and I have recently started the tradition of exploring a new country every year. So far, I have been to Jamaica and Dominican Republic; and I cannot wait to add more to the list.