ISADORE SINGLETON IV
Neura Health
McDonough,GA
9
years of professional experience
Results-driven Patient Operations & Customer Care Leader with over 8 years of experience in telehealth and clinical environments. Expertise in patient support operations, people management, complex care coordination, and insurance navigation. Skilled in utilizing EMR, CRM, remote patient monitoring, and AI-assisted tools to enhance operational efficiency and elevate patient experience.
Work History
Care Concierge
3 Months- Partner with external healthcare organizations and referral partners, including Ceresti and Koch, to coordinate care and deliver a seamless experience for referred patients throughout the care journey.
- Prepared patients for medical visits by reviewing charts, updating records, coordinating schedules, and resolving administrative requests to enhance visit efficiency.
- Verify insurance eligibility, obtain prior authorizations, determine patient financial responsibility, and coordinate specialty referrals while minimizing barriers to care.
- Research and coordinate in-network referral facilities for EEG, EMG, VNG, MRI, MRA/MRV (with and without contrast), sleep studies, laboratory services, and other diagnostic procedures while maximizing insurance coverage.
- Researched and coordinated in-network referral facilities for EEG, EMG, VNG, MRI, MRA/MRV, sleep studies, and laboratory services, optimizing insurance coverage.
- Successfully managed 40–80 daily customer interactions, balancing efficiency, professionalism, and quality service.
- Educate patients on treatment plans and clinical recommendations to improve understanding, engagement, and adherence.
- Tracked patient feedback, identified workflow trends, and contributed to SOP development and operational improvements, supporting patient and clinician success.
Patient Success Advocate
3 Months- Delivered multi-channel patient support across phone, email, chat, and SMS, assisting with remote patient monitoring, appointment coordination, technical troubleshooting, and account navigation.
- Managed 60–120 inbound patient calls daily while maintaining Top 1% productivity in a fast-paced, metrics-driven remote care environment.
- Resolved complex clinical, technical, and operational concerns by partnering with providers and care delivery teams to ensure timely resolution.
- Executed patient outreach and engagement initiatives supporting retention, adherence, and patient satisfaction.
- Executed patient outreach and engagement initiatives to enhance retention, adherence, and patient satisfaction.
- Utilized AI-assisted documentation tools to draft patient communications and summarize encounters, ensuring accurate EMR documentation.
- Identified recurring workflow trends and collaborated with cross-functional teams to enhance patient experience and streamline operations.
Customer Care Manager
1 Year 9 Months- Managed 20 direct reports and developed operational training for over 300 employees, enhancing team capabilities and service delivery.
- Served as the primary escalation point for complex patient issues involving appointments, prescriptions, provider coordination, and platform navigation.
- Acted as the primary escalation point for complex patient issues involving appointments, prescriptions, provider coordination, and platform navigation.
- Delivered weekly KPI reporting focused on SLA adherence, patient satisfaction, response times, and quality metrics.
- Delivered weekly KPI reports that tracked SLA adherence, patient satisfaction, response times, and quality metrics, informing strategic decision-making.
- Conducted weekly coaching sessions focused on KPI attainment, quality assurance, escalation handling, and employee development.
- Conducted weekly coaching sessions on KPI attainment and quality assurance, fostering employee development and improving escalation handling.
Senior Care Coordinator / Tier 2
2 Months- Acted as a liaison between patient support teams, providers, and clinical leadership to resolve escalated patient concerns.
- Coordinated treatment updates and provider communication to enhance Tier 1 operational support.
- Developed targeted training initiatives that increased coordinator accuracy and met SLA performance.
- Executed ongoing QA audits to ensure compliance and maintain documentation integrity.
Phone Representative
4 Months- Delivered front-line telehealth support across phone, email, and chat handling 35+ inbound interactions daily.
- Triaged patient and provider inquiries, coordinating escalations to Patient Operations for timely resolution.
- Assisted with scheduling and account setup, ensuring accurate EMR documentation for efficient patient care.
- Identified workflow improvements from frontline patient interactions to enhance service delivery.
Senior Care Coordinator / Tier 2
10 Months- Coordinated care for behavioral health patients, ensuring timely case resolution and support.
- Supported behavioral health patients through care coordination and escalated case resolution.
- Oversaw scheduling, documentation, and provider communication workflows to enhance operational efficiency.
- Contributed to operational reviews that identified workflow optimizations and improved patient experience.
Medical Assistant
4 Months- Coordinated patient intake, chart preparation, and follow-up scheduling.
- Coordinated patient intake, prepared charts, and scheduled follow-ups to enhance patient flow.
- Maintained clinical inventory and ensured exam room readiness to support efficient patient care.
Medical Assistant
2 Years 3 Months- Supported physicians and physician assistants during dermatology procedures, ensuring efficient execution and patient comfort.
- Coordinated patient intake, chart preparation, and EMR documentation to optimize workflow and enhance patient care.
- Conducted training for new employees on workflow protocols and compliance documentation to ensure adherence to standards and smooth onboarding.
Education
Bachelor of Business - Commerce, Minor in Health Science
High School Diploma
Skills
Healthcare Systems:
Epic
NexTech
EMA
Elation
NENA
Acuity
Medmo
MoveDocs
Lofta
Forus/Tandem
ZOLL CloudPAT
DMEScripts
Telemedicine
Remote Patient Monitoring
Patient Support:
Zendesk
Kustomer
Pipedrive
RingCentral
Dialpad
MaestroQA
Tymeshift
Charm
Insurance & Clinical Operations:
PVerify
MFax
Prior Authorizations
Insurance Verification
Referral Coordination
HIPAA Compliance
AI
Analytics & Workflow:
ChatGPT
Gemini
Notion AI
ReTool
Airtable
Jira
Asana
Confluence
1Password
Business Operations & Collaboration:
Microsoft Office
Google Workspace
Slack
Teams
Greenhouse
Rippling
Gusto
Clockify
Billing & Payments:
Chargebee
Stripe
Accomplishments
- - Operational Innovation: Redesigned case-tracking software and implemented a ticketing system that improved SLA compliance, KPI accuracy, and efficiency for 300+ clinical support staff.
- - Quality Assurance: Conducted routine QA audits across phone, email, and chat coordinators to ensure compliance and accuracy in provider-patient interactions.
- - Cross-Functional Leadership: Collaborated with executives, HR, IT, and Compliance to standardize incident reporting, training SOPs, and performance improvement plans.
- - Clinical Operations Management: Streamlined multi-team clinical coordination workflows across telemedicine and dermatology settings, improving provider turnaround times and patient throughput while maintaining compliance and documentation accuracy.
- - Clinical Experience: Supported dermatology and skin institute providers in examinations, procedures, patient intake, scheduling, and documentation.
- - Data & Reporting: Delivered weekly KPI dashboards on case resolution, SLA adherence, and communication performance to leadership.
- - Performance: Maintained Top 1% productivity in high-volume patient support environments.
CORE COMPETENCIES
- Patient Operations
- Care Coordination
- Telehealth Operations
- Remote Patient Monitoring
- Insurance Verification
- Prior Authorizations
- Referral Coordination
- Clinical Documentation
- EMR/EHR
- Workflow Optimization
- Quality Assurance
- HIPAA Compliance
- AI-Assisted Documentation
- KPI Reporting
- Customer Success
Timeline
Care Concierge
Neura Health
05.2026 - CurrentRead More
Patient Success Advocate
Cadence
01.2026 - 04.2026Read More
Customer Care Manager
Henry Meds
07.2023 - 04.2025Read More
Senior Care Coordinator / Tier 2
Henry Meds
04.2023 - 06.2023Read More
Phone Representative
Henry Meds
11.2022 - 03.2023Read More
Senior Care Coordinator / Tier 2
Cerebral
12.2021 - 10.2022Read More
Medical Assistant
Intracoastal Dermatology, PLLC
04.2020 - 08.2020Read More
Medical Assistant
Midstate Skin Institute
05.2017 - 08.2019Read More
University of Central Florida
Bachelor of Business from Commerce, Minor in Health Science
Read More
Buchholz High School
High School Diploma
Read More