Patient Care Customer Service

Matthew A. Moore

Care Coordinator

*********@*****.*** • 682-***-****

LinkedIn • Tucson, AZ 85710

Meticulous and diligent professional with hands-on experience in streamlining operations, overseeing documentation, and scheduling tasks aimed at ensuring seamless workflows. Instrumental in delivering top-notch patient care to boost healthy living and retain key clients. Astute at collaborating with cross-functional departments to enable achievement of set performance goals. Skilled in overseeing ongoing care, while adhering to medical requirements . Ability to anticipate needs, identify gaps, and propose alternative solutions to assist in attainment of desired outcomes. Articulate communicator with strong multitasking, problem-solving, decision-making, and inventory/medication management skills.

Areas of Expertise

● Performance Evaluation

● Operations Management

● Issue Identification & Resolution

● HIPPA Compliance

● Finance Management

● Cross-Cultural Communication

● Regulatory Compliance

● Team Leading & Training

● Documentation & Reporting

Professional Experience

Consumer Direct Care/Arrow Home Health - Arizona 2022 - Present Certified Caregiver

Direct supervision of multiple patients. Monitored daily vitals to include blood pressure, blood sugar and daily exercise routines. Administration of medications, maintained patient schedule of appointments including doctors appointments and physical therapy. Observed patients' health and wellness, documenting daily and weekly changes. Assisted with food preparation, light house cleaning and personal hygiene. Key Contributions:

● Increased patient's ambulation from wheelchair, to walker to cane.

● Through patient care and medical assistance was able to obtain an official diagnosis of illness CVS/Aetna – Remote 2021 – 2022

Customer Service Manager

Conducted work evaluations to identify and resolve any performance deficiencies. Created and delivered employees’ schedules, while training and coaching all new staff members. Participated in team meetings on weekly basis. Completed disciplinary actions against non-compliant employees, as well as approved time for payroll. Key Contributions:

● Ensured compliance with company guidelines by auditing phone calls and chats.

● Led and mentored 18-40 employees, enrolling clients in open enrollment for medical benefits. 1 Page

Novant Health – Remote 2020 – 2021

Customer Service Expert

Delivered services as In Charge of day-to-day payment making. Identified and resolved billing issues while addressing customer queries.

Key Contributions:

● Set up autopay and MyChart features including patient credentials.

● Received Top Customer Service Representative of the Quarter Awards during first six months. Infinity Behavioral Health – Miami, FL 2016 – 2017 Claims Specialist

Reviewed unpaid claims through utilization of online portals as well as by making calls on client aging reports. Pulled facility uploads or checks from online insurance portals on day-to-day basis. Resolved payment issues including incomplete EOBs. Facilitated Manager with fiscal closing of facilities for month- and year-end reports. Key Contributions:

● Created paper-free workspace in department by restructuring billing process.

● Educated and trained clients on utilization of updated software as Lead Representative. Additional Experience

Financial Analyst • IBM/Pepsico Winston – Salem, NC Night Audit Supervisor • DoubleTree Guest Suites – Austin, TX Night Audit Supervisor • Hilton Garden Inn – Austin, TX Accounts Receivable • University of Texas Austin – Austin, TX Education

Bachelor of Science in Public Administration

Texas State University – San Marcos, TX

Associates degree in General Studies & Finance

Austin Community College – Austin, TX

Professional Development

SAP Excel (pivot tables) JD Edwards Clear Tran Access Microsoft Office Suite POS Sandata 2 Page

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