Dwayne Neighbors
Tolleson,USA
Summary
PROFESSIONAL POSITIONING STATEMENT: Seeking a Clinical Applications Analyst/ Data Analyst role with Upward Health where I can leverage healthcare operations leadership, AthenaOne/Salesforce workflow knowledge, and frontline care coordination expertise to support clinical application users, strengthen system adoption, and improve patient care delivery.
Healthcare operations and clinical support professional with 15+ years of progressive experience spanning patient care coordination, clinical workflows, team supervision, documentation quality, and technology-enabled service delivery. Brings hands-on experience using AthenaOne, Salesforce, EMR tools, Microsoft Excel, and internal reporting processes to support care coordination, patient engagement, workflow consistency, and data integrity within regulated healthcare environments. Recognized for rapid advancement at Upward Health from Care Specialist to Senior Care Specialist/Preceptor to Supervisor of Care Coordination, demonstrating strong command of frontline workflows, staff training, compliance reporting, helpdesk navigation, and user-level troubleshooting. Adept at translating real-world clinical challenges into practical workflow improvements, supporting multidisciplinary teams, identifying documentation or system-use barriers, and communicating clearly with both clinical and operational stakeholders. Offers a proactive, solutions-focused approach with the ability to bridge patient care operations and clinical application support to drive efficiency, adoption, and patient-centered outcomes.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Supervisor, Care Coordination
Upward Health
09.2024 - Current
- Supervise day-to-day care coordination operations for a multidisciplinary team of 10 Care Specialists, ensuring clinical workflows are completed accurately, efficiently, and in alignment with organizational standards.
- Serve as a frontline operational resource for AthenaOne, Salesforce, documentation workflows, compliance reporting, and helpdesk navigation, helping team members resolve user-level issues before escalation.
- Monitor care coordination activity across clinical, behavioral health, and social support needs, ensuring patient information is documented accurately and available to the appropriate team members to support continuity of care.
- Identify workflow gaps, recurring documentation challenges, and system-use barriers impacting team efficiency, then escalate patterns and recommend practical process improvements to leadership.
- Support onboarding, training, and ongoing development for Care Specialists by reinforcing documentation expectations, platform usage, compliance standards, and patient engagement workflows.
- Utilize Microsoft Excel and internal reporting tools to review operational data, track team activity, and help leadership identify trends related to productivity, documentation quality, and care coordination follow-through.
- Maintain a patient-centered, compliance-focused approach while balancing team supervision, caseload management, outreach expectations, documentation quality, and evolving operational priorities.
- Strengthened team readiness and consistency by supporting training, workflow reinforcement, documentation standards, and real-time problem-solving for care coordination staff.
- Built a strong foundation for transition into clinical applications support by combining hands-on AthenaOne/Salesforce workflow knowledge with leadership-level insight into user challenges, training gaps, and operational needs.
Senior Care Specialist/Preceptor
Upward Health
02.2025 - 06.2025
- Served as a senior team member and Preceptor for 5 Care Specialists, providing structured guidance, weekly check-ins, role-specific support, and feedback to help staff strengthen competency in patient engagement, documentation, compliance reporting, and workflow navigation.
- Supported Care Specialists with helpdesk navigation, compliance report review, EHR/EMR documentation questions, and workflow troubleshooting, helping staff resolve issues and maintain alignment with organizational processes.
- Trained and mentored assigned Care Specialists on patient outreach, home visit expectations, needs assessments, health goal documentation, care coordination follow-up, and appropriate use of internal systems.
- Conducted patient needs assessments, supported health goal development, coordinated follow-up care, and connected patients with community resources addressing housing, food, transportation, behavioral health, and other social needs.
- Partnered with multidisciplinary care teams to support patients with complex medical, behavioral, and social needs while maintaining timely, accurate, and compliant documentation within clinical systems.
- Helped improve new-hire readiness by supporting competency validation, weekly coaching, workflow education, and practical guidance on helpdesk and compliance processes.
Care Specialist
Upward Health
09.2024 - 02.2025
- Delivered in-home and community-based chronic care management for high-complexity patients, supporting care plan adherence, patient education, appointment coordination, and connection to needed resources.
- Used AthenaOne, Salesforce, EMR tools, and internal documentation systems to record patient interactions, update care activity, support virtual care coordination, and maintain accurate patient information for interdisciplinary teams.
- Conducted direct patient outreach through home visits, phone calls, community engagement, and virtual support to help patients enroll in services, understand care plans, and remain engaged in their health goals.
- Applied motivational interviewing, trauma-informed communication, and culturally competent engagement strategies to build trust with patients facing complex medical, behavioral, and social challenges.
- Managed schedules, patient follow-up tasks, documentation requirements, and field-based responsibilities independently in an unstructured environment while maintaining timely communication with the care team.
- Built the frontline foundation for later leadership roles by mastering patient engagement workflows, field-based care coordination, documentation requirements, and the day-to-day user experience with AthenaOne and Salesforce.
Case Manager
McKesson
01.2020 - 01.2023
- Delivered high-volume care coordination services while ensuring accurate, timely, and compliant documentation within healthcare systems, supporting continuity of care and enabling visibility into patient status across multidisciplinary teams.
- Acted as a primary point of contact for patients, providers, and internal stakeholders, resolving issues, coordinating services, and ensuring timely follow-up while maintaining accurate system documentation to support efficiency.
- Coordinated over 150 patient appointments, referrals, and care services, ensuring all activities were properly tracked within system workflows, reducing delays and improving overall patient experience and care continuity.
- Collaborated with cross-functional healthcare teams to ensure alignment between clinical care plans and system documentation, improving communication, reducing discrepancies, and supporting more effective patient management.
- Educated patients on treatment plans, medications, and care processes while ensuring all interactions were thoroughly documented in internal systems, reinforcing both patient understanding and compliance requirements.
- Maintained strict adherence to regulatory and organizational standards through detailed and accurate documentation practices, supporting high levels of compliance and audit readiness.
- Facilitated communication across departments, ensuring accurate transfer of patient data and minimizing delays or errors in care delivery, contributing to improved operational performance.
- Maintained high data integrity and documentation accuracy, contributing to overall compliance standards and operational reliability.
- Improved coordination efficiency through structured scheduling and consistent adherence to system workflows and documentation protocols.
Patient Care Coordinator
CVS Coram Specialty Infusion
01.2019 - 01.2020
- Managed end-to-end intake and data collection processes, ensuring all patient information was accurately gathered, validated, and entered into internal systems to support effective care planning and coordination.
- Served as a liaison between patients, healthcare providers, and insurance companies, ensuring that all system data aligned with coverage requirements, authorization processes, and care delivery timelines.
- Handled high-volume communication channels, including phone and fax, to gather critical patient information, validate documentation, and ensure that all required data points were complete and accurate for system entry.
- Verified insurance eligibility and benefits while documenting all relevant details within internal systems, ensuring compliance and reducing delays in treatment approvals and service delivery.
- Maintained detailed and organized records of referrals, authorizations, and patient interactions, ensuring that all documentation supported downstream clinical and operational workflows.
- Identified discrepancies or gaps in patient data and proactively resolved issues to maintain system accuracy and prevent disruptions in care coordination.
- Supported coordination of infusion services by ensuring timely processing of referrals, authorizations, and documentation updates within system workflows.
- Contributed to improved patient experience by delivering clear communication, efficient intake processing, and reliable follow-through on service coordination.
- Strengthened data accuracy and intake efficiency through consistent validation processes and attention to detail in documentation and system entry.
Education
General Education Diploma (GED) -
Maricopa Community Colleges, Phoenix College
Phoenix, AZ09-2001
Google Data Analytics - Data Analytics
Coursera
Phoenix, AZ01-2027
Skills
- Healthcare Operations Support
- Knowledge Base Development
- Clinical Applications Support
- User Access Management
- Clinical Workflow Optimization
- Cross-Functional Collaboration
- Training & End-User Support
- Salesforce / Athena / CRM Utilization
- MIcroSoft Office Suite (Excel, Outlook, Teams, PowerPoint)
- Onboarding & Offboarding Processes
- Patient Data Integrity & Compliance
- Clinical Data Tracking & Reporting
- Help Desk & Tier 1 Troubleshooting
- Process Improvement & Efficiency
- Basic SQL
- Data Analysis
Certification
Google Analytics, Coursera
Languages
English
Interests
- Interior Design
- Mindfulness Practices
- Growing herbs, vegetables, or fruits in home gardens
- Exploring famous landmarks, historical sites, and cultural attractions in a new destination
Timeline
Senior Care Specialist/Preceptor
Upward Health
02.2025 - 06.2025
Supervisor, Care Coordination
Upward Health
09.2024 - Current
Care Specialist
Upward Health
09.2024 - 02.2025
Case Manager
McKesson
01.2020 - 01.2023
Patient Care Coordinator
CVS Coram Specialty Infusion
01.2019 - 01.2020
General Education Diploma (GED) -
Maricopa Community Colleges, Phoenix College
Google Data Analytics - Data Analytics
Coursera
Technical Skills
Software: Microsoft Office Suite (Excel, Word, PowerPoint, Teams) SharePoint, AthenaOne, Salesforce
Foundational Knowledge in/Emerging Shills: SQL, R, Tableau, Python