Pamela P Moore

• United Health Care/AARP health management program Carefully selected, developed and retained qualified staff, as well as trained new staff annually. Evaluated departmental procedural changes for effectiveness. Provided thorough supervision for day-to-day operations of facility in accordance with set policies and guidelines Regularly evaluated employee performance, provided feedback and assisted, coached and disciplined staff as needed. Created annual goals, objectives and budget and made recommendations to reduce costs.Served as liaison between management, clinical staff and the community.Provided thorough supervision for day-to-day operations of facility in accordance with set policies and guidelines. Performed other task assigned by program Director.

• Manage multiple methods of census notification as well as multiple products and lines of business. Receive admission notifications for current, future, and retrospective admissions from facilities and/or Inpatient Care .Maintained detailed administrative and procedural processes to improve accuracy and efficiency.Verified and logged in deadlines for responding to daily inquiries.Jumped in to fill gaps for on call rotation when necessary.Actively maintained up-to-date knowledge of applicable state and Federal laws and regulations.

Handled and processed confidential patient information.

• Demonstrated mastery of customer service call script within specified time frames.Provided accurate and appropriate information in response to customer inquiries.Collected customer feedback and made process changes to exceed customer satisfaction goals.Addressed customer service inquiries in a timely and accurate fashion.Developed effective relationships with all call center departments through clear communication.Built customer loyalty by placing follow-up calls for customers who reported product issues.Formulated and enforced Service Center policies, procedures and quality assurance measures.Provided cross training to staff on how to improve customer interactions.