Angel Merced-Morales
Dover
Summary
Bilingual healthcare operations and customer service leader with 5+ years of management experience overseeing high-volume operations, team performance, scheduling, workflow coordination, and customer/patient support. Proven ability to lead teams, improve operational efficiency, manage complex administrative processes, and deliver exceptional service in fast-paced environments. Experienced in healthcare administration, patient eligibility verification, medical scheduling, records management, and compliance through military medical operations. Strong background in coaching staff, KPI management, quality assurance, and cross-functional collaboration. Fluent in English and Spanish.
Overview
7
7
years of professional experience
Work History
Health Services Manager (Medical Administration)
United States Air Force Reserve
Dover, DE
12.2021 - Current
- Manage healthcare administrative operations supporting patient intake, eligibility verification, medical records management, scheduling, and beneficiary services.
- Coordinate patient admissions, discharges, referrals, and healthcare documentation while ensuring accuracy and regulatory compliance.
- Provide support for TRICARE operations, including enrollment management, referral processing, and beneficiary guidance.
- Oversee medical staff scheduling and administrative coordination to support efficient patient care delivery.
- Analyze healthcare data, maintain medical information systems, and ensure accuracy and confidentiality of patient records.
- Collaborate across departments to support operational readiness, patient care coordination, and healthcare service delivery.
- Assist with budget management, operational reporting, and resource allocation within healthcare operations.
- Led a unit-level recovery initiative that helped identify and recover over 40,000 missing medical records across the Air Force system.
- Achieved 100% findability through strong operational oversight, documentation accuracy, and compliance management.
Assistant Store Manager of Operations
Lowes Home Improvment
Camden DE
03.2019 - Current
- Lead daily store operations for a high-volume retail environment, overseeing front-end operations, customer service, receiving, delivery coordination, and cash office functions.
- Manage and coach teams of associates, conducting performance coaching, training, scheduling, and development to improve productivity and service quality.
- Serve as Manager-on-Duty (MOD), resolving escalated customer concerns while maintaining high standards of professionalism and operational efficiency.
- Coordinate staffing and labor allocation based on business demand and operational metrics.
- Monitor operational workflows, inventory integrity, and merchandising execution to maintain organizational standards and improve efficiency.
- Conduct safety audits and compliance reviews to ensure adherence to company operational and safety standards.
- Support asset protection initiatives, shrink reduction efforts, and expense control strategies.
- Successfully led annual inventory operations with multi-million-dollar accountability, achieving successful inventory results three consecutive years.
Education
High School Diploma -
Caesar Rodney High School
Camden, DESkills
- Healthcare Operations
- Team Leadership
- Patient Support
- Bilingual Communication (English/Spanish)
- Scheduling Coordination
- Customer Service
- Medical Administration
- Performance Management
- Quality Assurance
- Problem Solving
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Health Services Manager (Medical Administration)
United States Air Force Reserve
12.2021 - Current
Assistant Store Manager of Operations
Lowes Home Improvment
03.2019 - Current
High School Diploma -
Caesar Rodney High School