Andrew Moore

• Identified trends of non-compliance and collaborated with field-based employees for escalation and resolution.

• Identified and investigated potential and/or actual exceptions/deviations to ensure risk minimization to patients and REMS Program. Reeducated physicians and infusion sites on REM processes, and exceptions/deviations.

• Identified and investigated potential and/or actual exceptions/deviations to ensure risk minimization to patients and REMS Program. Reeducated physicians and infusion sites on REM processes, and exceptions/deviations.

• Supported and triaged database request and inquires for Registry Database users.

• Fostered compliance by analyzing and cataloging critical regulatory documents per FDA requirements.

• Audited the Salt Lake territory to ensure optimal service offerings and conducted up-training with medical and infusion staff when any gaps were discovered to drive compliance of longitudinal tracking via a variety of communication methods including inbound/outbound telephone calls, fax, and email.

• Assisted with onboarding and coaching new REMs associates via desk-side and in-class training.

• Successfully managed a team of 17 Customer Service Professionals
• Assisted in the training and orientation of new staff members.
• Scheduled and preparing for meetings, including agenda setting and material preparation.
• Enhanced communication between departments through the development of collaborative tools and regular interdepartmental meetings.
• Achieved departmental goals by developing and executing strategic plans and performance metrics.

• Enhanced patient satisfaction by efficiently scheduling appointments and managing patient flow.
• Streamlined communication between patients and healthcare providers, ensuring timely responses to inquiries and concerns.
• Trained new staff members on office procedures and protocols, ensuring consistency in patient care delivery.
• Managed sensitive patient information with strict adherence to HIPAA guidelines, maintaining confidentiality and privacy at all times.

• Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
• Improved employee performance by designing and implementing effective training programs.
• Lead a team of 15 customer service representatives, providing guidance, support, and feedback.
• Improved customer satisfaction by addressing and resolving complaints promptly.
• Facilitated smooth onboarding processes for new hires, leading to faster integration into the workplace culture.