Brandon Moreno
Van Nuys ,CA
Summary
Dynamic and results-driven supervisor with hands-on experience overseeing urgent care and family practice operations at Kaiser Permanente. Skilled in staff leadership, schedule optimization, referral management, and compliance with union regulations. Brings a strong foundation in customer service, workflow coordination, and performance tracking gained from a background in sales and production management. Known for enhancing team efficiency, managing budgets effectively, and fostering a culture of accountability and collaboration in fast-paced healthcare environments.
Overview
6
6
years of professional experience
Work History
Supervisor
Kaiser Permanente
Ventura, CA
03.2025 - Current
- Provided guidance and direction to subordinates regarding job duties and responsibilities.
- Evaluated employee performance through periodic reviews and documented results accordingly.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflows.
- Serve as a supervisor at Kaiser Permanente, overseeing operations across two locations: Ventura and Camarillo.
- Manage the Family Practice and Central Messaging departments in Camarillo, with additional coordination across multiple specialty departments.
- Create and maintain staff schedules that align with staffing needs and budget constraints, ensuring efficient coverage and operational flow.
- Oversee all direct booking and referral processing tasks, managing over 30 specialty departments to ensure timely patient access to care.
- Lead the onboarding, training, and development of new and existing staff to uphold high service standards and department efficiency.
- Ensure full compliance with all union contracts and labor regulations, particularly around scheduling, timekeeping, and staffing practices.
- Act as a liaison between departments and leadership to streamline communication, resolve operational challenges, and improve workflow efficiency.
- Successfully manage a split-site supervisory role, demonstrating flexibility, strong multitasking, and a deep understanding of both clinical and administrative functions.
Call Center Representative
Kaiser Permanente
Woodland Hills , CA
10.2022 - Current
- Efficient Call Management and Appointment Scheduling: Operate effectively in a high-volume call center environment, managing incoming calls to determine appointment needs and scheduling according to physician/provider availability and guidelines.
- Superior Customer Service and Member Support: Utilize exceptional customer service skills to prioritize member needs, offer alternatives when appropriate, and handle difficult interactions with tact and diplomacy, ensuring member satisfaction.
- Clinical Coordination and Communication: Facilitate effective communication by composing messages for medical staff based on member requests, ensuring timely and accurate relay of information to support patient care. For example, I coordinated with back-office staff and medical providers to expedite responses for members with urgent requests, reaching out to the clinical research department to follow up on critical patient returns. This proactive approach ensured timely updates and enhanced member satisfaction and continuity of care.
- Administrative Support and Quality Improvement: Perform clerical duties including processing self-referral requests, scheduling specialty appointments, and updating member demographics, while identifying opportunities to enhance service quality and efficiency.
- Compliance and Performance Excellence: Uphold organizational policies, principles of responsibilities, and legal requirements, while meeting established standards for productivity and service quality, contributing to overall departmental effectiveness.
- Proven ability:to drive operational efficiencies: As demonstrated by our collaborative efforts in managing outbound referrals. Together, we tackled an initial volume of around 8,500, successfully reducing it to less than 2,000 through teamwork and streamlined processes, significantly enhancing workflow and resource allocation.
- Referral work: As demonstrated by our collaborative efforts in managing outbound referrals. Together, we tackled an initial volume of around 8,500, successfully reducing it to less than 2,000 through teamwork and streamlined processes, significantly enhancing workflow and resource allocation.
- First attempts: Managed all first attempts on given department referrals within a 24-hour timeframe, meticulously tracking progress to ensure timely follow-up and enhance patient care efficiency.
- Spearheaded workflow optimizations, reducing outbound referral volume from 8,500 to under 2,000, significantly improving efficiency.
- Collaborated with medical providers and back-office staff to expedite urgent patient requests, enhancing member satisfaction.
- Ensured compliance with organizational policies and legal standards while maintaining exceptional service quality.
Production Manager
Purple construction
Alhambra, CA
01.2022 - 10.2022
- Project Management: Monitored and managed projects by developing forecasts, tracking expenses, and implementing effective change management processes to maintain scope and cost.
- Sales Execution: Generated revenue by executing the complete sales cycle, negotiating contracts, and tracking break-even rates, while creating and finalizing quotes for deals with vendors and customers.
- Operational Efficiency: Enhanced workflow by planning production operations and organizing client routes, developing schedules across multiple departments to maximize efficiency.
- Event Coordination & Data Management: Coordinated events and meetings for leadership, ensuring seamless execution, while implementing data retention policies to maintain compliance and support informed decision-making.
- Streamlined production operations by developing detailed schedules and organizing client routes, maximizing efficiency across departments.
- Monitored project budgets and expenses, ensuring alignment with forecasts and implementing cost-control strategies.
- Managed contracts and vendor relationships to meet client expectations and project deadlines.
Sales Representative
Purple construction
Alhambra, CA
01.2020 - 01.2022
- Customer Relationship Management: Developed and maintained key customer relationships, leading to increased sales and repeat business through enhanced customer satisfaction.
- Sales Process Management: Oversaw the entire sales process from initial inquiry to project completion, ensuring a seamless and positive customer experience.
- Business Development: Generated new clients through targeted outreach, networking, and referral programs, significantly contributing to business growth.
- Project Coordination and Sales Strategy: Managed multiple projects simultaneously, effectively placing orders and coordinating schedules while consistently meeting and exceeding sales targets through strategic planning and engagement.
- Negotiated contracts and secured new business through targeted outreach, driving revenue growth and client retention.
- Oversaw the entire sales process, from inquiry to project completion, ensuring seamless execution and customer satisfaction.
Education
Bachelor of Science - Organizational Leadership
Californian Lutheran University
Thousand Oaks, CA01-2025
Associate of Science - Business
Los Angeles Valley College
Van Nuys, CA06-2023
Skills
- Work flow planning
- Project development and lifecycle
- Schedule management
- Budget control
- Project management
- Presentations
- Client relations
- Workforce training
- Relationship Building
- Contract Negotiation
- Training and Onboarding
- Report Preparation
- Team Collaboration and Leadership
- Strategic Planning
- Documentation and Reporting
- Policy Improvements
- Proven ability to streamline workflows, reducing referral backlogs and enhancing resource allocation
- Proficient in project management, budget control, and forecasting to drive efficiency and meet organizational goals
- Experienced in coordinating with cross-functional teams to ensure compliance, quality, and timely delivery
Timeline
Supervisor
Kaiser Permanente
03.2025 - Current
Call Center Representative
Kaiser Permanente
10.2022 - Current
Production Manager
Purple construction
01.2022 - 10.2022
Sales Representative
Purple construction
01.2020 - 01.2022
Bachelor of Science - Organizational Leadership
Californian Lutheran University
Associate of Science - Business
Los Angeles Valley College
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