Summary
Overview
Work History
Education
References
Timeline
Generic

Langston Moore

Birmingham,AL

Summary

Proven ability to increase revenue, reduce attrition, and improve process. The ability evaluate performance management and develop leaders. Expert at onboarding, Training, and Client Services.

Overview

32
32
years of professional experience

Work History

Manager, Global Resource Planning

Deloitte Global
Hermitage, TN
07.2022 - 11.2023
  • Working in collaboration with the Human Resource team and other internal departments
  • Ensuring the staffing needs are met as per the requirements
  • Relocating employees to fill vacant positions in other departments
  • Hiring new employees as per the project budget
  • Delegating tasks to the employees based on their skills and abilities
  • Following Human Resource policies and procedures
  • Helping in HR activities such as benefit plans, payroll administer, etc
  • Overseeing the employee's work time, utilization, and overtime
  • Responding to employees’ complaints and workplace problems
  • Designing and organizing employees' programs
  • Providing the Project Manager with the Human Resource requirements
  • Documenting all the human resources processes
  • Preparing budget reports monthly
  • Reporting and presenting the reports to the upper management.

Director, Clinical Support Operations

Monogram Healthcare
Brentwood, TN
03.2021 - 07.2022
  • Director of Clinical Support Operations responsible for development and continuous improvement of priority clinical support programs in collaboration with clinical, operational, and other cross-functional leaders
  • Ensure that patients, members, and clinicians are supported through effective and efficient completion of priority administrative work in a rapidly changing environment
  • Consistently worked cross-functional teams perform analysis, development, implementation, and impact analysis related to key operational initiatives by:
  • Creating and analyzing reporting to measure effectiveness and identify meaningful trends using a variety of data sources
  • Designed and implemented administrative strategies to improve the patient experience and team performance
  • Developed written protocols and workflows for completion of administrative tasks
  • Performed interviews of cross-functional team members to identify improvement opportunities, post-implementation feedback, and other qualitative feedback
  • Developed training and implementation plans for priority initiatives
  • Ensured that administrative projects and workflows are carried out in-line with contractual and regulatory requirements
  • Utilized data and process automation to build scalable operations
  • Provided leadership and oversight to ensure that priority tasks such as referrals, medical records requests, prior authorizations, and other patient support efforts are completed accurately and timely
  • Increased revenue for Clinical LOB by 50% by implementing more efficient workflow, training, clear expectations, and incentive base performance structure.

Operations Manager Client Deliverables

Inovalon Empowered
Nashville, TN
12.2020 - 03.2021
  • Oversee and direct execution of the service delivery process across all Company product lines
  • Develop and implement operational policies, procedures, and strategies which enhance efficiency, customer service delivery capabilities, customer satisfaction, and ultimately enterprise value, through continuous improvement practices
  • Provide direct and active assistance to Director, Client Delivery Services to build and manage relationships with internal teams and key external partners to facilitate initiatives
  • Actively participate in operational and implementation initiatives
  • Provide oversight of the Review Operations Managers and Lead Review Coordinators in their management of operational execution, product and service development and revision in conjunction with Manager of Regulatory Compliance, oversight of in-office operational staff in their execution of the delivery of Inovalon services and will provide direct and active assistance to Director in resolution of customer questions and service issues escalated by Client Project Managers or other personnel
  • Act as the operational liaison between the operational staff and other functional areas such as human resources, finance, and information systems, lead daily communication between Review Projects Managers, Lead Review Coordinators and allocation of Inovalon staff resources
  • Collaborate with Director providing input for WFM headcount and projections to satisfy inventory demands
  • Act as a collaborative partner to Director to manage and support team's performance, development and training by assisting with and oversee the proper hiring, staffing, and training of operational staff in coordination with the Human Resources Business Partner (HRBP), and other cross functional teams necessary to process
  • Serve as product line expert regarding the Inovalon IHA, EF & SAPA process and the Inovalon HEDIS and CARA
  • Maintains constant communication with the team
  • Identify and lead resolution of technical and non-technical problems which arise during the Operations processes
  • Maintain compliance with Inovalon's policies, procedures and mission statement
  • Adhere to all confidentiality and HIPAA requirements as outlined within Inovalon's Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position; and Fulfill those responsibilities and/or duties that may be reasonably provided by Inovalon for the purpose of achieving operational and financial success of the Company
  • All candidates to comply with all security policies/procedures.

Non-Clinical Supervisor

Inovalon Healthcare Empowered
Nashville, TN
07.2017 - 01.2020
  • Serve as product line expert regarding the Inovalon medical record review (non-clinical) processes
  • Ability to provide actionable insight based on clear understanding of business objectives in conjunction with Quality Managers to meet project deadlines while maximizing client value
  • Oversee and direct execution of the service delivery process across all Company product lines, track project from activation to completion
  • Capacity to interpret data and recommend action on a variety of analysis; review daily reports related to completion percentages, project priorities and deficiencies
  • Display a flexible and creative approach to problem solving
  • Ability to suggest innovative ways to improve operations and processes
  • Capacity to manage multiple projects at one time with the ability to complete projects on time and within budget i.e., overtime, travel, recruiting, etc
  • Effectively communicate project targets and strategies to direct reports on a regular basis
  • Develop and implement operational policies, procedures, and strategies which enhance efficiency and customer satisfaction i.e., update current SOP’s, policies, procedures to align with business requirements
  • Provide active assistance in resolution of customer questions and service issues escalated by Client Services Managers or other personnel; build rapport with client service teams and attend client calls to provide operational support
  • Act as the operational liaison between the operational staff and other functional areas such as human resources, finance, specialty teams and information systems
  • Lead daily communication between Lead Review Specialists and support allocation of Inovalon staff resources in coordination with workforce planning
  • Collaborate with Workforce Planning and development team to ensure proper hiring and training of operational staff
  • Manage appropriate quarterly promotion pay adjustment process i.e., submit forms, update Ultipro with promotion/pay raises and supervisor changes
  • Work in conjunction with Leads regarding associate disciplinary action, Developmental Action Plans
  • Performance Improvement Plans; Security/HIPAA violations
  • Oversee mid-year and year-end review processes
  • Provides leadership, coaching, and guidance on a continuous basis to direct reports
  • Leverage innovation in the Operations Dept
  • I.e., attend team meetings, stimulate creative thinking, brainstorm to generate new ideas, foster open communication
  • Identify and lead resolution of technical and non-technical problems which arise during the MRR processes; and Manage support teams as necessary
  • Mange a Team of 25 Schedulers
  • Manage Schedule, Staffing, WFM, and Various Campaigns
  • Develop Process and Procedures
  • Coaching and development
  • Process Payroll, PTO, and Disciplinary Actions.

Senior Analyst

CSC Alliance One Insurance
02.2016 - 07.2017
  • Prepare document batches for data entry and imaging
  • Interpret, audit, and reconcile reports for accuracy or completeness
  • Accumulate and verify data in order to process vouchers and produce billings or other forms and documents
  • Expedite in-house processing of checks, invoices and/or other transactions; perform additional follow-up when necessary to meet client standards and service level agreements
  • Handle company confidential data according to policy and guidelines.

Manager Member Services

Tennessee Health Connection (Medicaid)
11.2013 - 12.2015
  • Assured Member Service Representatives were HIPPA compliant and adhered to Medicare policies
  • Managed call volume and staffing based on forecasting and budgeting
  • Drove performance metrics
  • Monitored and approved payroll
  • Recruited and interviewed candidates
  • Assisted with training and quality
  • Developed coaching methods for Supervisors to implement and improve processes.

Manager Technical Support Apple Products

TRG
Nashville, TN
04.2010 - 10.2013
  • Managed and trained 15-20 Tech agents
  • Assured customers were receiving viable solutions and world class customer care
  • Coached and gave feedback on performances
  • Drove performance metric goals: Quality, Sales, Attendance, and other company goals
  • Ensured payroll and other administrative duties were completed in a timely manner
  • Handled all escalated situations with courtesy, tact, and professionalism.

Escalation Supervisor

ACS (Sprint)
12.2003 - 03.2010
  • Drove performance metrics of 23 Senior Agents/Supervisors in charge of handling all escalated issues and situations that couldn't be handled by the customer service department
  • Acknowledged for improving the following for the entire Call Center: AHT, Customer Satisfaction, Sales, and Account Management by driving the highest level of customer service
  • Met monthly goals for Issue Resolution, FCR, and Quality Interaction
  • Ensured team of 23 agents met metrics in AHT, IR, and Sales
  • Ranked in the top five percent as a supervisor every quarter
  • Civil Management Training
  • Developed and implemented processes and operational improvements to enhance efficiency and effectiveness of operations
  • Established and implemented performance and service standards
  • Ensured productivity met or exceeded service and quality standards
  • Developed departmental budget and control costs
  • Held Weekly and Monthly coaching to improve agents' performance
  • Submitted payroll and PTO requests
  • Monitored agents' behavior and adherence to schedule.

Senior Representative

T-Mobile
01.1995 - 12.2003
  • Served as front line support for escalated customers
  • Coached and educated front line representatives
  • Reviewed customer's billing and advised them of viable solutions
  • Drove employees Key Performance Indicators.

Chief Watch Supervisor

USMC - Camp Pendleton, CA
12.1991 - 12.1995
  • Maintained and regulated 2nd Marines Communication Center
  • Transmitted and received classified material for military units
  • Supervised and trained 15 marines, evaluate their job performances and took the proper measures to improve performances
  • Counseled and disciplined unsatisfactory behavior.

Education

Bachelor of Arts - Business Administration And Management

University of Louisville
Louisville, KY
05-1999

References

References available upon request.

Timeline

Manager, Global Resource Planning

Deloitte Global
07.2022 - 11.2023

Director, Clinical Support Operations

Monogram Healthcare
03.2021 - 07.2022

Operations Manager Client Deliverables

Inovalon Empowered
12.2020 - 03.2021

Non-Clinical Supervisor

Inovalon Healthcare Empowered
07.2017 - 01.2020

Senior Analyst

CSC Alliance One Insurance
02.2016 - 07.2017

Manager Member Services

Tennessee Health Connection (Medicaid)
11.2013 - 12.2015

Manager Technical Support Apple Products

TRG
04.2010 - 10.2013

Escalation Supervisor

ACS (Sprint)
12.2003 - 03.2010

Senior Representative

T-Mobile
01.1995 - 12.2003

Chief Watch Supervisor

USMC - Camp Pendleton, CA
12.1991 - 12.1995

Bachelor of Arts - Business Administration And Management

University of Louisville

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Langston Moore