Brooke Moore
@brookemoore1
Experienced healthcare operations professional focused on quality assurance.
What I'm looking for
I am an experienced healthcare operations professional with a strong focus on quality assurance and a patient-first mindset. My career has been dedicated to delivering exceptional service and optimizing patient care in both start-up environments and established organizations. I have a proven track record as a Quality Assurance Business Analyst, where I have successfully conducted evaluations and driven performance improvements through data analytics.
Throughout my career, I have collaborated with leadership to implement strategic initiatives that enhance patient outcomes. My expertise in mentoring teams and ensuring compliance with healthcare regulations has allowed me to foster strong team collaboration and improve healthcare access. I am passionate about leveraging my skills to make a positive impact in the healthcare industry.
Experience
Work history, roles, and key accomplishments
Quality Assurance Business Analyst
IQVIA
Nov 2024 - Present (7 months)
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
Program Team Lead
IQVIA
Dec 2023 - Nov 2024 (11 months)
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
Senior Care Manager
IQVIA
Feb 2022 - Dec 2023 (1 year 10 months)
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
Sr. PAP Specialist
AdaptHealth
Oct 2020 - Feb 2022 (1 year 4 months)
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
Patient Care Associate
AdaptHealth
Oct 2017 - Oct 2020 (3 years)
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
Sales Representative
Graven Austin & Drake
Jan 2014 - Mar 2015 (1 year 2 months)
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
Education
Degrees, certifications, and relevant coursework
Western Governors University
Bachelor of Science in Business Administration - Healthcare Management, Healthcare Management
Completed a comprehensive program focusing on healthcare operations and management. Gained expertise in quality assurance, regulatory compliance, and patient care optimization.
Tech stack
Software and tools used professionally
Availability
Location
Authorized to work in
Job categories
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