Shavonne Moss

• Collaborate with District Leaders and Customer Relationship Manager, as well as the Sales, Service, and Installation Project Manager Teams, to effectively manage and coordinate customer training for installations and ongoing educational needs.
• Partner with key stakeholders to coordinate First of Kind projects, Field Change Orders, and Upgrades.
• Identify clinical education requirements and assign Clinical Services staff to meet financial, operational, and customer satisfaction objectives.
• Complete all billing documentation accurately and in a timely manner, including transfer of charge and miscellaneous billing requests.
• Proactively engage with customers with actionable backlogs to address their ongoing training needs.
• Drive scheduling efforts to support the achievement of zone revenue and recovery targets.
• Work with customers to develop training plans, ensuring that Clinical Applications commitments and mutual responsibilities are clearly understood and fulfilled.
• Ensure that suitable educational resources are utilized to maximize the customer’s clinical competence and confidence in their Philips equipment or service contract purchase.
• Proactively identify opportunities for value-added services and revenue generation at customer sites.
• Monitor and drive off-site attendance to meet targets, creating off-site registrations promptly.
• Ensure high levels of communication with both internal and external customers.
• Exhibit a customer-focused approach and partnership to support the achievement of the zone/modality NPS target.

• Processed customer registrations for courses via online submissions, phone, and email to ensure seamless enrollment.
• Partner with Zone Manager, Customer Relationship Manager and Service Teams to coordinate and manage customer training for ongoing training needs
• Cross departmental collaboration to provide high level of customer satisfaction/experience
• Resource Scheduling for Virtual Full Day Courses, Regionals, Symposiums, Onsites, Local Offsites, Fast Tracks, Maximizers, and FCOs
• Managed customer training schedules in collaboration with Zone Manager, Customer Relationship Manager and Service Teams.
• Assessed clinical education training needs and scheduled Clinical Services resources to align with departmental targets for financial, operational, and customer satisfaction.
• Managed upgrade kit requests for various facilities and/or FSEs using PSA Deal Support
• Served as training coordinator
• Research upgrade kit CDD, returned and/or missing kits, missing PTU WOs in SAP and PSA
• Work order processing in SAP and PSA
• Ran Weekly WBS Element and PRS reports
• Worked with Zone Mgr. and LTP to ensure customer satisfaction and meeting of deadlines

• Provided outstanding service to internal and external customers who require assistance with Philips Volcano products
• Provided phone support for three high-volume queues, assisting customers with inquiries and issues.
• Opened and triaged service cases in Service Max case management application to streamline issue resolution
• Service record quality review for FDA compliance and reporting
• Managed parts ordering and sales support requests while researching shipment and system information
• Utilizes SAP and Microsoft Office applications daily, including Excel, Word, SharePoint, Outlook, PowerPoint

• Received referrals for health care services including home health services, home infusion therapy services, and durable medical equipment.
• Negotiated rates with home health services providers to optimize service costs
• Delivered pricing quotes for requested health care services, ensuring transparent and timely responses
• Prepared contracts, letters of agreement, and service authorizations for home health services providers to facilitate service delivery
• Entered data for all health care services into the management system.
• Data Entry of all services

• Lead classroom (ILT), virtual (via WebEx), and field training to internal and external staff and partners.
• Created, updated, and organized training documentation, including manuals and presentations, to facilitate new hire orientation and ongoing staff development.
• Designed, developed, assessed, and delivered course curriculum and training solutions to all levels of staff for multiple business functions.
• Evaluated and modified necessary improvements to existing training programs and curriculum.
• Coached and supported teams to address specific departmental needs, enhancing skill development and performance.
• Delivered training sessions to call center staff across multiple departments, ensuring consistent knowledge transfer and skill application.
• Monitored calls to ensure high level customer service.
• Interacted with all teams to provide responses to inquiries and troubleshoot issues by evaluating and analyzing claims and supporting documents.
• Managed, supervised, and mentored new hires and temporary staff (which also included onboarding) resulting in permanent positions and/or promotions.

Prior: Sr. Claims Specialist Jul 2013 – May 2015

• Adjudicated multiple Medi-Cal (Medicaid) claim types for all lines of business.
• Monitored itemized billings for excessive charges, duplications, unbundling, and medical coding.
• Determined prior authorization of services paid via system and/or health services.
• Reviewed claims for required information.
• Pended claims and tracked their status through the follow-up system.
• Updated and released pending claims when indicated.
• Met and exceeded performance measurements for Claim Examiners as required by department to meet compliance.