Laneisha Moore
Mobile,AL
Summary
Knowledgeable LPN with proven history of leveraging critical thinking, analysis, and medical knowledge to deliver superior care in high-pressure environments. Expert multi-tasker, capable of prioritizing clinical and operational tasks in fast-paced, emergency, and acute medicine settings.. Hardworking, detail oriented team leader experienced in the Call Center environments, customer service management, and team leadership.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Deputy Director of Case Management/Care Coordinator LPN
Franklin Primary Health Center
11.2022 - Current
- Streamlined, standardized and implemented case management processes and techniques to maximize revenue cycle.
- Fostered professional networks and relationships with service and resource providers to promote continuity and quality of care for clients.
- Collaborated with multidisciplinary teams to facilitate client care and reduce case management barriers.
- Communicated with supervisor regarding issues related to case management, resourcing, service collaboration and development of new resources.
- Served as case coordinator, assuming responsibility for complex, high-volume assignments and guiding endeavors to successful completion.
- Made appropriate referrals, monitored client services in appropriate time frames, sought supervisory guidance as required, documented services provided and completed departmental billing procedures.
- Created care plans that addressed clinical and financial challenges, family requirements and facilitated patient quality of life.
- Reviewed and developed intake and discharge planning strategies to encourage client engagement and retention.
- Managed and monitored program activities and evaluated quality for improvement recommendations.
- Managed daily staff assignments and patient scheduling to guarantee clinic coverage and flow.
- Updated patient medical records with services provided, health conditions, and response to treatments using data
- Collaborated with interdisciplinary teams to establish proper patient care and educate patients and family members.
- Maintained and promoted autonomy and rights of patients to provide protection and enforce dignity and respect.
- Established cordial relationships with medical personnel and staff to promote teamwork and maintain a positive attitude.
- Educated patients to provide information on health promotion and disease prevention.
- Reviewed patient history to verify conditions and current medications.
- Monitored patient health conditions to report changes to assigned physicians.
- Coordinated patient transfers to other facilities.
- Responded to patient requests with appropriate clinical and personal assistance.
- Evaluated patient histories, complaints, and current symptoms.
- Clearly and thoroughly explained diagnoses, treatment options and procedures to patients and loved ones, checking in to verify understanding.
- Managed various general office duties such as answering multiple telephone lines, completing insurance forms, and mailing monthly invoice statements to patients.
- Delivered direct quality care to patients by evaluating medical conditions and managing and assessing treatments
Call Center Manager/LPN
Franklin Primary Health Center
10.2015 - 11.2022
- Directly with COO, IT Director, Providers, and Nurse Manager to ensure proper continuum of care for patient
- Researched and updated all required materials needed for the company
- Developed departmental policy and procedures
- Performed initial client assessment and analysis to determine appropriate disposition for patients
- Supported Chief Operating Officer with daily operational functions
- Analyzed departmental documents for appropriate distribution and filing
- Assisted various business groups with document organization and dissemination during acquisitions.
- Established and oversaw performance targets for call center associates
- Developed quality employees within call center to take over leadership positions
- Determined quality assurance benchmarks and set standards for improvement
- Created clear and effective policies governing all aspects of employee work and interaction with customers
- Collected and analyzed call center statistics, sales rates, costs, and customer service metrics
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals
- Resolved escalated customer issues promptly and professionally to maintain satisfaction
- Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings
- Improved average hold times, resolution rates and satisfaction scores through staff development
- Recruited, trained and onboarded new agents, maintaining exceptional service standards
- Established and oversaw performance targets for call center associates.
- Developed quality employees within call center to take over leadership positions.
- Determined quality assurance benchmarks and set standards for improvement.
- Created clear and effective policies governing all aspects of employee work and interaction with customers.
- Collected and analyzed call center statistics, sales rates, costs, and customer service metrics.
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Evaluated data to identify trends and determine customer service needs.
- Resolved escalated customer issues promptly and professionally to maintain satisfaction.
- Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
LPN
Franklin Primary Health Center
07.2010 - 10.2015
- Counseled and educated patients about reproductive health issues and wellness
- Proficient in STDs, HIV and family planning
- Oversaw and managed numerous clinical and support staff in patient care activities while maintaining a high level of staff morale and professionalism
- Pharmacological and non-pharmacological management and treatment of various disorders and diseases
- High level of personal accountability
- Liaised between patients and physicians to give effective counseling in health maintenance and disease management to ensure patient comprehension of treatment plans
- Instructed patients and family members on proper discharge care
- Closely monitored acute conditions and patient reactions to drugs and carefully documented appropriately
- Contributed substantially to successful JCAHO accreditation and ensured HIPPA compliance
- Coordinated Quality Improvement Activities to identify performance areas for improvement
- Assist with employee training
- Followed infection control procedures
- Assisted doctors with surgeries and non-invasive procedures
- Collected blood, tissue and other laboratory specimens and prepared them for lab testing and communicated results
- Maintained all confidential personnel files, license and CPR compliance records
- Performed monthly inventory and maintained office and medical supply counts
- Strong leader for nursing personnel assigned to the unit/shift.
LPN
Stanton Road Clinic/USA Cardiology
01.2006 - 06.2010
- Oversaw and managed numerous clinical and support staff in patient care activities while maintaining a high level of staff morale and professionalism
- Pharmacological and non-pharmacological management and treatment of various disorders and diseases
- Wound care
- Liaised between patients and physicians to give effective counseling in health maintenance and disease management to ensure patient comprehension of treatment plans
- Instructed patients and family members on proper discharge care
- Closely monitored acute conditions and patient reactions to drugs and carefully documented appropriately
- Demonstrated ability to lead and motivate outstanding healthcare teams
- Ensured HIPPA compliance
- Documented patient information from intake interviews
- Assist with training new staff on quality control procedures
- Followed infection control procedures
- Authorized drug refills and provided detailed prescription information to pharmacies
- Maintained all confidential personnel files, license and CPR compliance records
- Performed monthly inventory and maintained office and medical supply counts
- Strong leader for nursing personnel assigned to the unit/shift
- Collected blood, tissue and other laboratory specimens and prepared them for lab testing.
LPN
USA Knollwood Hospital
06.2004 - 12.2005
- Chronic patient care in med-surge unit, adeptly handling all aspects of treatment from medication administration, to wound care, to monitoring, numerous patients per shift
- Pharmacological and non-pharmacological management and treatment of various disorders and diseases
- Self-directed with astute judgment skills
- High level of personal accountability
- Effective counseling in health maintenance and disease management
- Performed lab test and communicated results
- Liaised between patients and physicians to ensure patient comprehension of treatment plans
- Instructed patients and family members on proper discharge care
- Closely monitored acute conditions
- Assisted patients with daily functions
- Monitored fluid intake and output levels
- Assisted residents with bathing, dressing, feeding, lifting and transferring
- Collected blood, tissue and other laboratory specimens and prepared them for lab testing.
Patient Care Technician, ER
USA Knollwood Hospital
07.1997 - 06.2004
- Assessed need for, ordered, and obtained appropriate lab test
- High level of personal accountability
- Ensured HIPPA compliance
- Assisted doctors with both invasive and non-invasive procedures
- Transported specimens to the laboratory
- Transport admitted patients to their assigned rooms on floor
- Read telemetry strips and documented appropriate rhythm in the patient's chart
- Obtain IV access for patients as ordered by physicians.
Education
LPN Nursing Certification - Nursing
Bishop Stated Community College
Mobile, AL2004
Diploma - Regular Core Curriculum
John L. Leflore High School
Mobile, AL1990
Skills
- Strong Clinical judgment
- Acute care expertise
- Patient evaluation/intervention
- Medication administration
- Patient/family focused care
- Insurance Authorizations
- Patient Flow
- Medical Terminology
- Compassionate and Caring
- Follow-Up Care Coordination
- Administrative Duties
- EMR Management
- Problem resolution capability
- Thorough physical assessments
- Medical laboratory procedures professional/venipuncture/blood draw proficient
Certification
- Certified Medical Coder
Timeline
Deputy Director of Case Management/Care Coordinator LPN
Franklin Primary Health Center
11.2022 - Current
Call Center Manager/LPN
Franklin Primary Health Center
10.2015 - 11.2022
LPN
Franklin Primary Health Center
07.2010 - 10.2015
LPN
Stanton Road Clinic/USA Cardiology
01.2006 - 06.2010
LPN
USA Knollwood Hospital
06.2004 - 12.2005
Patient Care Technician, ER
USA Knollwood Hospital
07.1997 - 06.2004
LPN Nursing Certification - Nursing
Bishop Stated Community College
Diploma - Regular Core Curriculum
John L. Leflore High School
Similar Profiles
Brielle RhodesBrielle Rhodes
Certified Medical Assistant at Franklin Primary Health CenterCertified Medical Assistant at Franklin Primary Health Center
Jacora CrenshawJacora Crenshaw
Licensed Practical Nurse at Springhill Medical CenterLicensed Practical Nurse at Springhill Medical Center
Susan DziekonskiSusan Dziekonski
Revenue Cycle Specialist at Community Health Center Of Franklin CountyRevenue Cycle Specialist at Community Health Center Of Franklin County
Adelaide HittsonAdelaide Hittson
Executive Assistant to the President, Office Manager at PL Russell LLCExecutive Assistant to the President, Office Manager at PL Russell LLC
SKYLER CHUKKASKYLER CHUKKA
Office Assistant- Federal Work Study Program at Spring Hill CollegeOffice Assistant- Federal Work Study Program at Spring Hill College