Catina Tucker-Moore

**** ***** ***.

Dallas,Tx **216

214-***-****

ac76ud@r.postjobfree.com

October 2017 - October, 2018

Pinnacle Staffing(Oncor), Dallas, Tx

Market Operations Support Specialist

● Received emails from the field issuing tampering flag to each account caught tampering with their meter.

● Track and monitor each account by adding the tampering flag to ensure timely completion in CC&B. This is achieved by partnering with the Data Analyst to coordinate the development of various reports to monitor the progress, identify any exceptions that will cause Oncor to not meet market requirements and provide feedback to the field management team.

● Monitor service order charges to the competitive retailers and make any adjustments to correct the billing of incorrect charges to ensure the consistent and accurate application of the discretionary.

Field Exception Specialist

● Executing the disconnect from the field for non-payment in CC&B.

● Making sure time and date is correct in system for dispatch to be completed.

● Adding reads from the field to the customers' accounts for completion.

● Dispatching to different services when the accounts are unable to disconnect in system.

● Keeping communications open to our leads for feedback and corrections.

May 2016 - April 2017

Thermi, Irving, Tx - Consumer Affairs Specialist

Technical Customer Service Functions -

●Responsible for fielding Reps/Clinical with technical service questions on the radio frequency equipment.

●Receive customer technical service calls, troubleshoot with customer inquiries and document product complaints in Salesforce database.

●Evaluated and diagnosed to the customer's problem with my first level training of the devices and triage complex calls to the Technical Technicians if I was unsuccessful correcting the issue.

Complaint Processing -

●Received incoming customers calls, faxes, and emails and ensured all required information for a complaint is obtained and properly documented for regulatory reporting decisions.

●Provided basic technical expertise and handled complaints to comply with current FDA and International reporting regulations.

●Resolve customer quality issues, conflicts resolutions.

●Execute customer transactions with respect to quotes, order replacements, repairs.

● Processed the return of failed product in accordance with return policy.

● Follow-up call to ensure the failed product was shipped and replacement has been received.

●Escalated complaints with new failure modes are encountered and worked with the OEM Engineering, Field Personnel, and Quality Assurance to investigate.

●Provided ancillary support in representing the complaint handling process during internal and external audits. Ensued record documentation is maintained in a constant state of audit readiness per internal policies.

●Knowledge of global regulations for medical device reporting and medical terminology.

November 2014 - October 2016

Z Galleries, Dallas, Tx - Part- time Associate

●Worked with customers looking to update their furnishings in the home: dining room, den, living room, bedroom, painting, and accessories: pillows, vases, glassware and stemware, rugs, comforters, throws, chandeliers, wall and table clocks, curtains, mirrors.

●Purchases were rung up by inputting customers information at cash register with checks, gift cards, and credit cards.

●Restocked merchandise that was purchased daily.

●Helped with cleaning the store floors, shelving and merchandise.

●Hung painting in the gallerie with wires that connected to the walls for perfect stance.

May 2014 - November 2014

KForce(McKesson) Carrollton, Tx - Master Data Management Analyst(6 month contract

●Analyzed financial database functions to the needs and project requirement.

●Audited critical changes to existing data appropriately cross to new data.

●Worked with Business Analyst, FP&A to develop new and ad hoc queries.

●Maintained product pricing structure with fees and margins.

●Oracle, MS Excel SQL, and Cognos used in these processes.

June 2013 - March 2014

Fountain Group(Alcon) Ft. Worth, Tx - Complaint Monitor, Closure Specialist

●Worked with SAP through a certain system setup with clients.

●Performs day-to-day medical safety surveillance activities for specified medical devices.

● Reviews and assesses designated quality complaints and adverse events for reporting

●Prepares and checks regulatory reports for completeness, accuracy and consistency of information.

●Ensures regulatory compliance with timelines for individual expedited case reports and summary reports (as required).

● Develops and maintains expertise for products within assigned therapeutic areas.

● Understands and consistently applies corporate and global regulations, guidelines, SOPs and writing/documentation practices. Understands and consistently applies data entry conventions and applicable business rules when using safety databases and reporting tools.

● Alerts Product Manager of emerging trends and/or concerns for appropriate investigation and possible escalation.

September 2012 - March 2013

CCCSI Staffing(Medtronic) Ft. Worth, Tx - Customer Loyalty Complaint Specialist 6 month contract

●Helped support the product complaint program, including initial complaint assessment and identification of complaints related to adverse events and product malfunctions.

●Analyzed incoming product complaints and took pictures to determine requirements for investigation, investigate and evaluate complaints (including reporting to supervisor and engineers) and find solutions to customer issues.

● Assists in the preparation of portions of regulatory submissions and international vigilance and reports of adverse events, as required.

●Communicate information between the quality assurance department and other departments for complaint investigations.

●Work with appropriate functional departments to achieve effective corrective action on recurring problems.

●Track documents effectiveness of corrective actions taken to prevent recurring complaints.

●Request information for claims relating to adverse reactions.

●Prepare information for the reimbursement process.

●Assist in initial assessments of product complaints to determine report ability and coordinate complaint investigations between the quality assurance department, engineering, customer support and other departments.

●Assist in the evaluation of information from a technical perspective to insure appropriate analysis, investigation and that the root cause is documented prior to complaint closure.

●Prepare responses to basic customer inquiries regarding complaint investigations and prepares preliminary trend reports for complaints.

May 2011 - April 2012

Worldlink Staffing (St. Jude) Plano, Tx - Quality Assurance Analyst/Complaint Specialist

● Investigated complaints product history.

●Reopened unsolved complaints from clients with issues from the neuromodulation devices that weren’t functioning properly.

●Issued updates and FER database updates.

●Investigates and resolves complaints as required by Regulatory Agency regulations, dealt with fraud cases.

●Trained on QRS, ISO, CATSWeb and SAP’s. FDR relations knowledge.

●Dealt with compliance and quality manufacturing.

● Reviewed and made final risk analysis diagnosis of complaint.

● Updated reason codes and defect type, then inputted final DDR evaluations.

● Supported major patient care clinical documentation with clinical department computer systems. Complaint Handling Software.

May 2011 - April 2012

Advantage Technical Resourcing (Baylor Hospital), Garland, Tx -IT Analyst

●Learned and trained and set up the Eclipsys software.

●Taught the outsourcing teams in interoperability and the integration of multiple components, and to bring a breadth of expertise in many different parts of the hospital.

●Taught doctors and nurses, individually and some groups the several different functions: Electronic Health Records, Electronic Prescribing, Document Management, and the Revenue Cycle Management QSR knowledge.

●Used the express load and express tools to configurations data entry.

●Initiated analysis and configurations to define the organization (i.e. facilities, locations, workstations, and printers).

September 2009 - April 2010

All Medical Personnel (HealthEdge Infusion), Addison, Tx - IV Compounding Technician, Health Insurance Verifier Coordinator

●Filled prescriptions from the infectious disease clinic downstairs.

●Worked in a sterile lab where prescribed antibiotics were filled then distributed to patient.

●Dealt with AIDS, cancer, and other infectious diseases.

●Worked with slit lamp, auto refractor, and the retinoscopy.

●Verified supplemental health insurance and demographic information.

●Reimbursement experience, Infusion billing experience, Insurance Eligibility/Verification - Enters pertinent insurance information in the Product database.

●Verified drug card and or major medical benefits and accurately assigns proper payers.

March 2009 - April 2009

RemX Staffing (HMS - Home Health Service), Irving, Tx - Clinical Information Insurance Verifier

●Clinical system supporting patient care with back claims that weren't paid.

●Input of insurance information for client use from several insurances carrier's systems and made calls to verify coverage at that time of claims.

● Knowledge of healthcare terminology and ability to communicate information on health insurance and reimbursements. Supplemental Health Insurance.

●Fraud Prevention, Accounts (Receivable and Payable), Conducting a detailed benefit and eligibility verification of insurance benefits for plan participants, including identifying the different plan and therapy requirements for processing their referrals, and validating the demographic and reimbursement information on all Specialty customers in a database prior to the initiation of therapy.

August 2008 - February 2009

CSI Health Staffing (US Bioservices) Addison, Tx - Insurance Coordinator

●Aided customers with low birth weight babies of U.S. Bioservices in need of medication approval from Medicaid.

●Contacted Medicaid and Supplemental Health Insurance for the approval codes and to verify the information provided was accurate and up-to-date for processing.

●Processing POS/Retail billings, relating financial obligations to the participant, and informing internal parties when a new customer is brought on for service.

● This role is predominately phone centric with essential skills in navigating our system to document conversations and outcomes as well as managing follow-up actions with opportunities for internal communications with the sales organization regarding contract and physician issues.

August 2008 - April 2009

Hive Consulting (Davita RX) Coppell, Tx - Prior Authorization Coordinator

●The Reimbursement Representative files insurance and collects on accounts assigned in a timely and accurate manner.

● Responsibilities: CPOE with clinical, Reviews EOB/EOMBs for proper reimbursement, resolves electronic claim rejections and EOB denials in a timely manner, follows up on unpaid/unresolved account balances, including claims rejected electronically, EOB denial and working A/R aging reports as directed.

● Provides insurance carriers with requested information to facilitate payment, regularly contacts Medicare, Medicaid and /or Supplemental, Commercial payers for resolution to claims not paid or claims not paid according to plan benefits, performs claim appeals as required, assists with credit balance resolution, completes re-bill request as necessary to facilitate timely and proper claims payment, follows up on resolved account balances including RTPs, prepares adjustment and write-off requests as necessary qualifications.

August 2008 - April 2009

Caremark, Richardson,Tx - Lead Pharmacy Technician

●Lead Technician was over 13-20 employees. Eclipsys software was Implemented and trained to employees.

●Printed and labeled prescriptions for over 300 different drugs with supplies for each medication

●daily for Pharmacist approval also stocked our individual stations.

●Worked the front end with answering calls from nurses and doctors wanting to know about the many different drugs we had in stock.

●Resolved billing problems with Supplemental insurance, answered patient questions.

●Added insurance and verified this information thru insurance carriers, then computerized the prescriptions for system processing.

July 1998 - June 2001

Walgreens, Dallas, Tx - Lead Pharmacy Technician

● Ran the pharmacy from open till closed. Filling and the processing of scripts for Pharmacist approval prior to sale of medication daily.

●Ordered and maintain pharmacy drugs and supplies for daily use.

●Resolved billing problems and answered patient questions.

●Maintained records of delivered drugs invoices and matched against ordered and billed invoices. Scheduled all pharmacy staff personnel for work.

●Traveled to other stores to obtain drugs our store was in short of.

●processed workman’s compensation claims, Medicaid and Medicare eligibility.

●Contacted Supplemental insurance companies for verification and approvals of eligibility of coverage.

●Trained new employees, Pharmacists, and Technicians. Worked at 3 other locations when needed (Colorado, Illinois, and Ledbetter).

Education

Bachelors of Science in Art - Texas Southern University, Houston, Tx 1991-1995

Associates of Business, Mountain View Community College, Dallas, TX, 1989-90

Software Knowledge

SAP training, CATSWeb training, Eclipsys training, Complaint Handling, 8,000(ks); DCM; DCTM Workspace4,5 and 6; Prime Clinical; Document Manager; Project Manager, FDA Web trader; FDA regulation knowledge, E CTD Reviewer and viewer; Standards of Ethical Coding (AHIMA). Advanced SAS and SQL programming; SXC, CPOE,PC Tracker, Medical Manager; Rims; Nexgen; IPPS and OPPS, CMS1450 and CMS 1500; CMB; Centricity 4.3; DI Studio; Microsoft Word; Excel; Adobe 6,7and 8; WPM60+; Cerner and Zynx experience; WGS; Nasco; Power Point; IDX; HBOC; HCPCP; Primus; Insight; PeopleSoft Query; SmartLink ; Medsoft; Edicon; Meditech, ISI Toolbox; Strong knowledge of PC and MS programs

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