Brooke Moore

Managed client expectations by ensuring high-quality service delivery aligned with operational processes and business objectives. Conducted comprehensive evaluations of client contact center interactions, maintaining a 93%+ program quality score and leading monthly coaching sessions for 28 care managers. Became a Subject Matter Expert, analyzing contact center trends, implementing Root Cause Analy

Assisted in creating program training materials and provided daily 1:1 sessions to agents, improving performance and fostering team collaboration. Monitored program performance through reports, live audits, and quality checks, resolving client escalations within 24 hours. Supervised a team of 10 care managers, delegating tasks, executing change management strategies, and championing continuous imp

Led patient support program case management across 13 states, facilitating specialty medication enrollments and building strong relationships with healthcare providers and patients. Served as the primary point of contact for de-escalations, resolving provider and patient issues by analyzing customer data and feedback. Coordinated with insurance companies to verify benefits, investigate coverage el

Managed accurate patient data entry into various systems, ensuring proper documentation of insurance details, authorizations, and equipment coverage. Scheduled patient appointments for PAP equipment, providing detailed instructions on use and explaining financial responsibilities. Supported Medicare and insurance audits, submitting required paperwork and identifying opportunities for process impro

Forged and managed stakeholder relationships while rapidly building strong customer connections to enhance brand representation and service delivery. Processed high volumes of DME orders and prior authorizations within SOP guidelines, ensuring accurate entry and maintenance of insurance information for clean claims submission. Assisted with claims resolution by reviewing denied claims, identifying

Built and maintained strong client relationships to consistently exceed sales objectives and daily performance targets. Managed all aspects of the customer lifecycle, including acquisition, retention, and cancellations, ensuring a seamless customer experience. Consistently exceeded sales quotas, successfully closing an average of 30 membership renewal sales per day and conducting 100+ outbound cal

Completed a comprehensive program focusing on healthcare operations and management. Gained expertise in quality assurance, regulatory compliance, and patient care optimization.