Remote Live Chat Agent with Healthcare CX Expertise

LEONNETTRIA

MCLIN

San Antonio, TX ****************@*****.***

210-***-**** www.linkedin.com/in/leonnettria-mclin

Customer Service and Quality Assurance professional with 6+ years of experience in healthcare, pharmacy benefit management (PBM), and regulated industries. Skilled in call monitoring, documentation review, compliance verification, and team coaching to improve service quality and operational accuracy. Adept at balancing customer satisfaction with regulatory compliance across Medicare, Medicaid, and healthcare services. Holds a Master’s in Health Information Technology and excels in remote service environments, delivering measurable improvements in efficiency, compliance, and customer experience.

CORE COMPETENCIES

Customer Service Leadership Call Quality Monitoring Escalation Management Healthcare & PBM Operations Documentation Review Compliance Verification Audit Readiness Process Improvement Training & Mentoring Regulatory Compliance (CMS, HIPAA, FDA, AATB, ISO 13485) Remote/Work-from-Home Service Delivery Data Accuracy & Record Control Cross-Functional Collaboration CRM & Call Center Tools EMR & QMS Systems

EXPERIENCE

QUALITY SPECIALIST

Sequence LifeScience San Antonio, Tx

2023 – 2025

I was responsible for process audits, quality evaluations, and safety inspections to ensure compliance with FDA, AATB, and ISO 13485 standards. I reviewed documentation and medical records for accuracy, identified errors, and implemented corrective actions to maintain compliance. I also developed and standardized SOPs to improve consistency in service delivery and data handling. Working across multiple departments, I supported CAPA investigations and maintained audit readiness for internal, client, and third-party inspections. Much of this work was performed in a remote capacity, requiring accuracy in documentation review and timely updates within quality management systems.

DONOR COORDINATOR

Sequence LifeScience San Antonio, Tx

2023

I conducted detailed reviews of donor medical records to confirm completeness and compliance with federal, AATB, and ISO requirements. I managed controlled documents, implemented quality control measures to ensure data accuracy, and supported compliance reviews. I quickly adapted to the documentation workflows and inspection preparedness processes, which led to a promotion to Quality Specialist within six months. This role emphasized accuracy, compliance monitoring, and collaboration with multiple departments to streamline document control processes.

SENIOR CARE REPRESENTATIVE

CVS Caremark San Antonio, Tx

2020-2023

I supported Medicare and Medicaid members while serving as a call and documentation quality reviewer for my team. I monitored representative calls and reviewed records for compliance with CMS requirements, providing feedback and coaching to improve accuracy and performance. I also managed escalated member inquiries, serving as a subject matter expert to resolve complex benefit and service issues. Additionally, I coordinated onboarding, training, and mentoring programs for new representatives, improving overall service quality and compliance. My ability to deliver results in a remote environment led to recognition as a top performer in compliance, customer satisfaction, and service accuracy.

CUSTOMER CARE REPRESENTATIVE

CVS Caremark San Antonio, Tx

2019-2020

I handled high-volume customer interactions, resolving benefit inquiries, processing orders, and updating medical records with accuracy and compliance. I ensured all interactions were aligned with HIPAA, CMS, and PBM standards while providing excellent customer service. My strong performance, attention to detail, and service accuracy led to a promotion to Senior Care Representative within one year.

TECHNICAL SKILLS

Microsoft Excel, Word, Outlook CRM & Call Center Platforms EMR Systems Quality Management Systems (QMS) Document Control Systems Typing Speed: 62 WPM

EDUCATION

MASTER OF SCIENCE IN HEALTH INFORMATION TECHNOLOGY

Southern New Hampshire University, 2020

BACHELOR OF SCIENCE IN HEALTH INFORMATION TECHNOLOGY

Southern New Hampshire University, 2018

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