ALEXA MORENO
Chandler
Summary
Program & Operations Manager with 15+ years of experience leading business and clinical operations, strategic program development, and cross-functional initiatives in high-volume outpatient settings. Skilled in using data analytics and customer insights to improve processes, increase program efficiency, and enhance the end-to-end client lifecycle. Strong collaborator with experience managing stakeholders, implementing new workflows, and supporting organizational change through staff training and clear communication.
Overview
17
17
years of professional experience
Work History
Assistant Clinical Director & Program Manager
Adolescent Substance Abuse Program (ASAP Program)
Mesa/Scottsdale/Glendale, AZ
05.2009 - Current
- Demonstrated strong written, verbal, analytical, and problem-solving skills in collaboration with internal teams and external clientele.
- Analyzed client payment behavior, customer barriers, and complaints to generate customer insights and develop new strategic approaches and process improvements.
- Led cross-functional team of 15+ to design a 10-week program roadmap, aligning curriculum and workflow to customer needs and organizational goals.
- Used quantitative data and qualitative customer feedback (patient reviews) to identify gaps, refine program processes, and improve client retention.
- Collaborated with counselors to facilitate change in group settings using interpersonal communication and de-escalation tactics.
- Maintained electronic client records daily, ensuring compliance with state expectations.
- Worked alongside psychologists, licensed professionals, and interns to provide cohesive and high-quality care.
- Managed intake department phone screenings, resolving issues and evaluating potential admissions.
- Oversaw the program's main email communications, delegating and responding to inquiries, issues, and concerns.
- Became proficient in insurance billing via Claim.md, AHCCCS portals, and private claims platforms; frequently used Microsoft Word and Excel.
- Managed collections for overdue accounts, including documentation, client outreach, and consistent follow-up.
- Managed projects to implement new workflows and standard operating procedures, ensuring on-time delivery, adherence to budget, and alignment with regulatory and organizational requirements.
- Performed ongoing data and trend analysis of adherence and retention metrics to support strategic decision-making and continuous improvement initiatives.
- Coordinated with external stakeholders to design seamless transitions in the customer lifecycle, removing roadblocks and enabling appropriate services.
- Managed relationships with key internal and external stakeholders, ensuring accurate data exchange, clear communication, and a consistent customer experience.
- Identified and resolved business challenges using a proactive, collaborative approach.
- Redeveloped goals, objectives, and procedures based on weekly client transitions.
- Utilized daily customer service and phone communication skills with clients, referral networks, insurance companies, and collections agencies.
- Managed bookkeeping to meet deadlines and budgets; escalated irregularities to the Clinical Director.
- Supported the program's status as Arizona's most longstanding outpatient recovery program for 30+ years.
- Prepared reports and presentation materials in Word, Excel, and PowerPoint to communicate program performance, client trends, and process recommendations to leadership.
Trainer / Project Manager
Cartel Coffee Lab
Tempe, AZ
11.2009 - 12.2010
- Collaborated with staff to expand knowledge of various coffees and products.
- Demonstrated ambition and success through promotion from bar-back to barista.
- Dedicated long hours to ensure cleanliness, completion of duties, and exemplary customer service.
- Trained new hires in product knowledge, food and beverage skills, kitchen operations, and opening/closing procedures of multiple locations.
- Assisted with tech-based payment system integration and analyzed customer purchasing trends to improve operations and customer experience.
Education
High School Diploma -
Desert Vista High School
Phoenix, AZ05-2009
Bachelor of Science - Speech Pathology & Audiology
Arizona State University
05-2012
Master of Science - Counseling
Grand Canyon University
Phoenix, AZ05-2014
Skills
- Program Management
- Project Management
- Strategic Planning & Roadmapping
- Process Improvement & Process Mapping
- Customer Insights & Analytics
- Electronic Health Records
- Client Intake & Screening
- Insurance Billing & Collections
- Staff Training & Development
- Curriculum Development
- Program Compliance
- Clinical & Business Operations
- Conflict De-escalation
- Customer Service & Phone Communication
- Data & Trend Analysis
- Stakeholder Management
- Interdisciplinary Collaboration
- Microsoft Word, Excel & PowerPoint
Timeline
Trainer / Project Manager
Cartel Coffee Lab
11.2009 - 12.2010
Assistant Clinical Director & Program Manager
Adolescent Substance Abuse Program (ASAP Program)
05.2009 - Current
High School Diploma -
Desert Vista High School
Bachelor of Science - Speech Pathology & Audiology
Arizona State University
Master of Science - Counseling
Grand Canyon University