Customer Service Quality Assurance

Deven R. Mooney

***** * **** ** *** # *** * Shawnee, KS 66217 * 913-***-**** *

ablcrg@r.postjobfree.com

Qualifications Summary

Dedicated and technically skilled business professional with a versatile

administrative support skill set developed

through experience as a recruitment coordinator, H/R assistant,

credentialing specialist, and office clerk.

Excel in resolving employer challenges with innovative solutions, systems

and process improvements proven to

increase efficiency, customer satisfaction and the bottom line.

Offer advanced computer skills in MS Office Suite and other

applications/systems.

Key Skills

Executive Administration Report & Document Records Management

Teambuilding & Preparation Meeting & Event Planning

Supervision Staff Liaison

Policies & Procedures Training and Development Office Management

Manuals

Experience

Quintiles Transnational, Overland Park, KS 2006 to Present

Clinical Enrollment Coordinator, 3/06 to present

Screens and interviews study participants for clinical studies available by

matching qualified candidates with studies that fit the participants and

sponsors needs. Scheduling and educating participants for screenings as

well as updating and entering participant's information in the appropriate

database. Coordinates study activities by conducting volunteer orientation,

outreach programs, and providing complete and efficient information and

support as necessary.

Working as a liaison in quality assurance of customer survey results which

includes creation and perfection of ongoing action plans, customer service

improvement processes and business development. Responsible for creating

and maintaining daily departmental reports, statistics, queries, and

ongoing detailed analysis as needed. Delivery of timely results and

supplying suggestions for improvement of types and results of metrics,

being used in regards to specific pharmaceutical studies

United Health Care Lenexa, KS 2004 to 2006

Credentialing Specialist, 3/04 to 3/06

Serving as a credentialing contact and coordinator for the various

healthcare providers and office managers via online/ paper application.

Responding to inquiries via web based access, regular mail, phone or fax.

Implemented and monitored procedures and activities related to

credentialing and re-credentialing of network providers

Review provider files for appropriate documentation required for the

credentialing process. Prepared files for audits and maintained electronic

data input activities. Coordinated credentialing and re-credentialing

applications and conduct document research. Collect and maintain files in

relation to credentialing of network providers, including application,

contracts, current physician licenses, DEA licenses, malpractice insurance,

board certifications and other pertinent forms. Prepared documents for

upcoming Credentialing Committee review. Forward applications to providers

and ensured accuracy and completeness of information. Interface between

providers and hospital staffs to collect required information. Perform

credential verification and request information from appropriate data

banks. Submit applications to manager, medical director and Credentialing

Committee for review.

Interstate Brands Corp, Lenexa, KS 2003 to 2004

Corporate Human Resources Assistant, 12/03 to 3/04

Assisting with the administration of the day-to-day operations of the human

resources functions and duties. Carrying out responsibilities along side of

the hiring managers and employment specialist to ensure the provision of

employment services in some or all of the following functional areas:

departmental development, HRIS, employee relations, training and

development, benefits, compensation, organization development, executive

administration, and employment (screening applications, scheduling

interviews, updating internet job postings).

Education

National American University, Overland Park, KS 2006 - Present

Major: Business Administration

KCKCC, Kansas City, Kansas 1997-2000

Degree: AAS - Business Administration

References

Available on request

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