Kitrina Moore
Dallas,TX
Summary
Personable and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship building skills. Proficient in using independent decision-making skills and sound judgment to positively change company success. Dedicated to applying training, monitoring, and morale-building abilities to enhance employee engagement and boost performance for any employer.
Overview
10
10
years of professional experience
Work History
Contact Center Coordinator
Texas Oncology
03.2024 - Current
- Reduced call escalations by empowering agents with the necessary tools, knowledge, and decision-making authority.
- Championed change management initiatives within the call center, spearheading new technology implementations and process improvements.
- Cross-trained and provided backup support for organizational leadership.
- Trained new personnel regarding company operations, policies and services.
- Handled escalated calls professionally, diffusing tense situations while finding mutually beneficial resolutions for all involved parties.
- Managed high call volumes while maintaining exceptional service quality and professionalism.
- Recognized by management as a top performer in both service quality and productivity, receiving multiple performance awards.
Patient Access Specialist
SmithRx
08.2023 - 03.2024
- Responded to inbound calls from members, providers, and pharmacies for medications
- Facilitated outbound calls to manufacturers and provider's office assist with application submission for patient assistance programs
- Responsible for assisting ou patient members with obtaining critical medications.
- Advocated as an case manager for members with guidance through complex world of prescriptions to help them obtain medications in cost-effective and timely manner
- Managed every call by accurately resolving issues with compassion, meeting compliance requirements, and ensuring hassle-free experience for parties involved
- Accomplished organization and prioritized multiple deadlines and work independently, define problems as they arise, and work through them
Contact Center Specialist II
Baylor Scott & White Health
01.2020 - 08.2023
- Developed, implemented, and coordinated with company leaders and department managers to determine training needs for20-25 team members
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness
- Streamlined patient appointment scheduling process by implementing a digital calendar system that reduced scheduling errors by80% and saved15+ hours of administrative work per week
- Coordinated interdepartmental communication and scheduled patient appointments with various specialist teams, reducing wait time by30% and increasing patient satisfaction by20%
- Responds to, and resolves routine inquiries, complaints and concerns through inbound phone calls, emails and electronic requests
- Commended for responding to escalated customer situations with consistent ability to calm customers and save business relationships
Senior Medical Claims Examiner
NTT DATA (Contract)
04.2019 - 11.2019
- Conducted new hire orientations and training sessions, and trained current employees on new equipment and procedure
- Responsible for Mentoring, Floor Walking, Conducting Feedback and Coaching sessions on regular basis to ensure team members' work is carried out accurately and adheres to procedural standards
- Collaborated with management to identify company training needs and scheduling
- Managed50-80 medical claims on daily basis Paid or denied medical claims based upon established claims processing criteria
- Determined appropriateness of payers to protect organization and minimize risk
- Maintained knowledge of benefits claim processing, claims principles, medical terminology and procedures and HIPAA regulations
Provider Resolution Specialist
UnitedHealthcare
11.2014 - 07.2018
- Maintain cases for25-40 Complex, Corrected claims per day to ensure accuracy of all ICD-9/CPT codes, pre-authorizations and referrals before submitting for payment
- Review and adjudicate provider claims based on provider and health plan contractual agreement
- Respond to resolve provider and health plan claims inquiries and apply resolution in a timely fashion
- Interacted regularly with peers and management to pursue continuous improvement of facility operations and promote teamwork-focused environment
- Trained new hires and mentor other coworkers to help generate positive feedback when needed
- Consistently met established productivity and quality standards to guarantee timely, well organized and precise claims processing
Education
Vocational - Medical Assistance
Sanford Brown College
Dallas, TX10.2010
Skills
- Planning and coordination
- Creative problem solving
- Coaching and mentoring
- Training coordination
- Problem-solving skills
- Attention to detail
- Calm and professional under pressure
Timeline
Contact Center Coordinator
Texas Oncology
03.2024 - Current
Patient Access Specialist
SmithRx
08.2023 - 03.2024
Contact Center Specialist II
Baylor Scott & White Health
01.2020 - 08.2023
Senior Medical Claims Examiner
NTT DATA (Contract)
04.2019 - 11.2019
Provider Resolution Specialist
UnitedHealthcare
11.2014 - 07.2018
Vocational - Medical Assistance
Sanford Brown College
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