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Customer Care / Account Management / Team Management / Operations Highly dynamic and result-oriented professional with comprehensive experience in customer service and project management. Skilled at controlling customer outcomes within healthcare and maintaining satisfaction levels. Compelling communicator well-versed at fostering and developing professional relationships. Goal driven and ambitious with reputable track record of revenue retention, complex account management, and competitive analysis. Innovative professional adept at performance evaluation and cost reduction. Trustworthy and dependable individual with a history of maximizing efficiency, solving problems, and coordinating workflow. Extensive familiarity working with B2B SaaS and healthcare products. Expert at customer discovery knowledgeable at tailoring presentations to certain audience needs. Technically curious practiced at utilizing new technologies and learning new software platformsAREAS OF EXPERTISE: • Account Management • Provider Relations • Customer Service • BPO/Vendor Management• Healthcare Operations • Strategic Planning• Contract Renewals • Inside Sales • Client Retention • Project Management • Implementations • Presentations and Training • Analytical Spreadsheets • High Attention to Detail• Self-Manage• HIPAA Compliance • Healthcare Industry Terminology • Professional Email and Phone Etiquette• EMR, Data Entry and Call Centers • Telecommute – Travel TECHNICAL SKILLS AND SOFTWARE Microsoft Access, Excel, Outlook and WordMicrosoft Teams SAGE ContractorEPIC Electronic Health Record PowerScribe SharePoint Salesforce DocQmanage DocQscribeContract DatabasesInvoice and Purchase Orders Applications Webinar SoftwareGo To Meeting Remedy Ticket Tracking TeamWork – Electronic Timecard
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Partner Manager, Dax Operations - Nuance Health And Life Sciences - A Microsoft CompanyNuance Communications Aug 2021 - Aug 2023Los Angeles Metropolitan Area -
Project CoordinatorMission Paving And Sealing, Inc. Jan 2017 - Aug 2021•Voice of the company, first line of support for all project issues, questions and concerns. •Focus on client satisfaction, responding to inquiries and requests in a timely matter to ensure service is being delivered per the contract. Engages Senior Project Management team as needed. •Proactively reaches out to residents and clients to ensure project traffic plans and road closures are posted and on schedule. •Prepares and presents job proposals & contracts for long term clients and new business opportunities. •Inputs all incoming invoices for each project, reviewing for accuracy for costing and budgeting. •Creates all new client and job information templates into Sage Contractor job database program.•Draws up legal preliminary notice documents to protect the company and ensure timely payment. •Calculates and presents monthly sales and bonus reporting to the President and CFO. •Implemented T-sheets scheduling program resulting in schedule adherence and optimization. •Ensures policies and procedures are being applied to meet the company's goals, objectives and values. -
Client Operations ManagerNuance Communications Apr 2016 - Sep 2016Remote•Customer facing, first point of contact for all transcription service and operational inquiries. •Directly responsible for issue resolution, trend analysis, reporting and special projects. •Was successful in meeting 99% turnaround time and 98% quality which resulted in client growth. •Implemented a new quality program which saved a multi-million dollar customer who had previously threatened to find another service.•Oversaw day-to-day management of remote based transcription support team.•Ensured appropriate staffing levels and shift capacity assignments based on provider’s dictation volumes and staffing gap analysis. •Using advanced Excel skills prepared and presented weekly client performance reporting.•Identified process improvement opportunities and implemented new procedures and processes.•Hosted client meetings, maintaining agendas, minutes and client issue logs.
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Healthcare Documentation Service Manager - RemoteMmodal ~ Formally Known As Medquist Transcription Ltd May 1995 - Jul 2014Corporate Office Franklin, TnEvolved and grew with this company through many acquisitions, mergers and various job role changes. Took on, adapted and thrived through many challenges in a fast-paced, high-intensity work environment. Some of my roles included Work Flow Manager, Transcription Service Delivery Manager, Customer Care Manager and Healthcare Services Delivery Manager.•First point of contact for all strategic inquiries. Managed escalations, global inquiries, trend analysis, ad-hoc reporting, special projects, and implementations. •Oversaw contract renewals, was successful in having over 99% of my customers resign new contracts.•Conducted customer touch base calls to review account performance, goals reached and expected metrics. Developed and presented monthly reporting statistics for each customer.•Drove the consistent achievement of 99% document turnaround time and 98% document quality. •Partnered closely with Senior Directors and Managers to ensure a positive customer experience. •Successfully oversaw and supported a team of over 100 remote medical transcriptionist 97% of assigned team members consistently met schedule, production and quality requirements.•Initiated new hire paperwork, scheduled training and provided daily support to new hires.•Coached and mentored MT staff working through the performance management process•Under my leadership overtime costs were reduced 25% by improving production performance.
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Frequently Asked Questions about Shannon Moore
What is Shannon Moore's role at the current company?
Shannon Moore's current role is Partnerships and Operations at Microsoft Health & Life Sciences.
What is Shannon Moore's email address?
Shannon Moore's email address is sh****@****nce.com
What is Shannon Moore's direct phone number?
Shannon Moore's direct phone number is +161579*****
What are some of Shannon Moore's interests?
Shannon Moore has interest in Social Services, Economic Empowerment, Civil Rights And Social Action, Education, Environment, Poverty Alleviation, Science And Technology, Disaster And Humanitarian Relief, Human Rights, Animal Welfare.
What skills is Shannon Moore known for?
Shannon Moore has skills like Healthcare Information Technology, Training, Team Building, Process Improvement, Healthcare, Leadership, Management, Hipaa, Software Documentation, Customer Service, Ehr, Quality Assurance.
Not the Shannon Moore you were looking for?
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Shannon Moore
Battle Creek, Mi2kashi.com, kellogg.com1 +126996XXXXX
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2gmail.com, marquettepartners.com1 (312) 2XXXXXXX
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Shannon Moore
Director Of Community Impact And Partnerships | Racial Equity In Tech Advocate | Strategic PartnershipsChicago, Il -
Shannon Moore
Bristow, Va
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