Jimittrius Moore
DeSoto,TX
Summary
Detail-oriented Customer Experience Specialist skilled in patient support, intake, scheduling, and benefits verification in high-volume healthcare environments. Manages 50-70 daily interactions via phone, chat, and email, utilizing CRM and EMR/EHR systems for record updates and inquiry resolution. Enhanced patient satisfaction through effective scheduling, eligibility verification, and case follow-up, while implementing strategies that improve overall customer experience.
Overview
6
6
years of professional experience
Work History
Customer Experience Specialist
Velera
Dallas, TX
04.2022 - 07.2025
- Supported 50-70+ patient interactions daily across phone, chat, and email to handle scheduling, intake, verification, and eligibility while maintaining HIPAA compliance.
- Worked across 6+ systems, including EMR/EHR platforms, CRM tools, and insurance portals, to update records and assist with care coordination and complex inquiries.
- Reduced escalations through strong call control and solution-focused communication, helping improve patient satisfaction.
- Guided customers through billing questions and delivery concerns
- Documented complaints and tracked follow-up actions in records
- Collaborated with other departments such as sales, marketing, product development and finance teams for understanding customer needs better.
- Performed root cause analysis of any issues reported by customers regarding the product and service they purchased.
Quality Assurance Specialist
Accenture Flex
Dallas, TX
03.2019 - 04.2022
- Reviewed case files against Accenture FLEX client quality standards.
- Checked documentation for accuracy, completeness, and compliance.
- Logged defects through QA logs and escalation workflows.
- Stayed current on industry updates and regulatory requirements for quality assurance.
- Supported routine internal audits to identify nonconforming issues.
- Monitored QA procedures for employee adherence and reported noncompliance concerns.
- Updated standard operating procedures to simplify processes and strengthen communication and collaboration.
- Assisted supplier evaluations through audits, assessments, and reviews.
Operations Coordinator / Customer Support Specialist
Extend Health
Dallas, TX
04.2019 - 01.2021
- Coordinated retiree health benefits operations for Extend Health member support teams.
- Managed enrollment workflows for Medicare and health plan administration.
- Tracked case files and updated client records in operations systems.
- Reviewed benefit documents for accuracy, completeness, and compliance.
- Resolved routine member inquiries about coverage, eligibility, and billing.
- Prepared status reports for leadership on daily operations activity.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Verified insurance details and patient demographics for accurate scheduling.
- Coordinated patient appointments with clinical teams and front desk staff.
Education
High School Diploma -
Quanah High School
Quanah, TX05-2012
Skills
- CRM & EMR systems
- HIPAA Compliance & Confidentiality
- EMR charting
- Appointment scheduling
- Benefits verification
- Claims support
- Patient support
- Issue resolution
- Regulatory Auditing
- Workflow Enhancement
- Adaptability & Workflow Optimization
- Workflow Enhancement
- Documentation and reporting
- Customer service
Timeline
Customer Experience Specialist
Velera
04.2022 - 07.2025
Operations Coordinator / Customer Support Specialist
Extend Health
04.2019 - 01.2021
Quality Assurance Specialist
Accenture Flex
03.2019 - 04.2022
High School Diploma -
Quanah High School