Morgan Diamond

Results-driven operations professional with a proven strong track record of exemplary performance within fast-paced operations. Recognized for driving organizational improvements and implementation of best practices in various organizations. Strong qualifications in personnel, client, and relationship management with an innate ability to proactively resolve issues and consistently exceed established goals.

Strong analytical skills, including the ability to collect, extract, synthesize, and summarize relevant data, perform root cause analysis, and implement recommended scalable solutions. Strong proficiency in financial and project management systems and procedures, developing budgets and identifying cost-efficiencies. Excellent oral and written communication skills, strong organizational and interpersonal skills.

ADVANCED MEDICAL SUPPORT ASSISTANT - PERRY POINT VA MEDICAL CENTER - Perry Point, MD

(2021-01)

• Coordinates with the patient care team to review clinic appointment availability (utilization) to ensure that clinic schedules are closely monitored to effectively support the needs of the clinics and make adjustments as necessary.
• Develop and/or maintain effective and efficient communication with the patient, interdisciplinary coordinated care delivery model teams, VA medical centers, and other agencies (e.g., assist with communications during the inpatient to outpatient discharge; communicate with non-VA medical facilities; manage a system for follow-up care such as consults, tests, etc.)
• Process incoming patient secure messaging through MyHealthyVet and coordinates with care team as appropriate; participates in team huddles and team meetings to manage, plan, problem solve, and follow-up with patient care by sharing information and collaborating with the interdisciplinary team; setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs; identifies incomplete encounters and communicates findings to providers; as needed.
• Assist the team to reinforce the plan of care and self-help solutions; enters appropriate information into the electronic record; monitors pre-appointment information and/or requirements to assure readiness for patient visit/procedure; ensures correct and update insurance information.
• Manages patient systems (CPRS,HSRM,VISTA) to verify and validate accuracy and resolve issues; evaluates patient information and clinic schedule lists to determine whether the patient requires an immediate appointment; informs team members about shared patients who receive their care at multiple VA centers or those who receive care in the community. (CITC)

MEDICAL SUPPORT ASSISTANT - WALTER REED NATIONAL MILITARY HOSPITAL - Bethesda, MD

(2020-05 - 2020-11)

Executed excellent customer service and communication skills by verifying and collecting appropriate information and scheduling and registering and recording patient data in an expedient and accurate manner. Utilize knowledge of the healthcare field by explaining insurance coverage benefits and medical care cost to patients. Managed clinic desk operations, organized work in an efficient and cost-effective manner, and ensured continuity of service and patient satisfaction.

Provided appointment scheduling, insurance verification and prior authorization, billing and follow-up, patient throughput, facilities management, and ensuring the safety of employees and patients. Utilized office automation software to develop correspondence, reviewed correspondence to ensure accuracy, and maintained office records. Provided information regarding patient accounts to authorized callers while complying with HIPPA guidelines and regulations.

• 95% response time within 24 hours of inputting medical data into multiple automated healthcare systems such as Composite Health Care Systems (CHCS), Armed Forces Health Longitudinal Technology Application (AHLTA), and Defense Enrollment Eligibility Reporting System (DEERS).
• Provided advisory to upper management, technicians, doctors, patients, and other executive officers on nuclear medicine study pre-requisites, special dietary restrictions, medication restrictions, study timing, workflow, and study paperwork/forms.

CUSTOMER SERVICE REPRESENTATIVE - COMMAND MANAGEMENT SERVICES - Dallas, TX

(2017-08 - 2020-05)

Resolved and aided over 300+ beneficiaries and the public on social security processes, regulations, status updates, and inquiries by phone, in writing, and in-person. Maintained and adjusted beneficiary's accounts having a 98% customer satisfaction; actions include evaluating evidence, internal review and audit through facts gathering, and resolve problems relating to all Social Security programs that may correlate. Established common FAQs to troubleshoot common questions from customers.

Conducted internal interviews to profile the best courses of actions to a customer's question or issue. Trained and mentored four new employees on addressing beneficiaries, conflict resolutions and proposed more efficient call scripts to reduce average customer handling time, which was well-received and implemented by management. Routinely performed over 200+ check-ins, orientations, and checkouts to Social Security program applicants.

Maintained weekly room and facility inspections to ensure compliance with city, county, and state regulations while ensuring a safe and healthy environment to customers and personnel. Forecasted daily requirements with military representatives and hotel staff, provi

CUSTOMER SERVICE REPRESENTATIVE - SOCIAL SECURITY ADMINISTRATION

(2019-08 - 2020-05)

CARE COORDINATION ASSISTANT - TRIWEST HEALTHCARE ALLIANCE - Shreveport, La

(2016-10 - 2017-05)

Provided non-clinical support for escalated care coordination authorizations related to the VA Patient Community Centered Care (PC3) or Choice programs identified by onsite VA Medical Center (VAMC) staff, the clinical supervisor, TriWest Regional Directors, and hub/corporate operations staff. Developed and documented care plans for individual patients, tracking processes, patient self-management support, implementation of clinical practice guidelines and work process/patient flow improvements. Responsible for the handling of all incoming and outgoing telephone calls related to scheduling and rescheduling diagnostic exams such as MRI's, CT's, and EMG's for patients at centers within our company network, ordered by physicians and received from various insurance companies, nurse case managers, employers of self-funded plans, doctor's office or direct from the patient.

Under the direction of a clinical supervisor, review requests for care to determine accuracy, inclusion of requested care within the episode of care prescribed by the VA Medical Center (VAMC). Entered and/or amended authorizations needed to continue or initiate new care based on medical documentation provided by VAMC and

ENROLLMENT SPECIALIST - GREENWAY CLEARINGHOUSE - Dallas, TX

(2014-09 - 2015-03)

Performed quality control, defected documentation, and communication, and worked flow routing of scanned incoming correspondence for the Medicare enrollment team. Maintained and managed the electronic enrollment of files from multiple clients from the initial testing phase through the final implementation. Ensured applications are completed correctly and that the required supporting materials have been provided in a timely manner.

Completed EDI claim & ERA enrollment forms based on information from the appointed Enrollment Coordinator. Forwarded EDI/ERA enrollment and set reasonable expectations for approvals regarding enrollment as specified by trading partner agreements. Provided systematic status updates to customer and internal team regarding approval, as well as updated tracking tools for enrollment.

LEAD QUALITY ANALYST - CENSO HEALTH - Dallas, TX

(2012-11 - 2014-09)

Interacted with SMEs, business analysts in understanding business requirements and converted those requirements into functional, system, performance and test specifications and scenarios. Maintained compliance with Medicare HCCs and increased patient satisfaction, credentialing of physicians, and other practitioners. Ensured adequate and comprehensive testing is planned and completed for the various levels of testing within a project.

Generated

Return of Investment (ROI) by providing recommendations on developing test automation scripts to test healthcare software systems. Led process improvement projects that helped operations meet and exceed quality standards and streamline pro