jessica claire 100 montgomery st 10th floor 555 4321000 resumesampleexamplecom summary 16 years progressive management experience customer quality assurance training program development process documentation job aids classroom training standard operating procedure sop development implementation excellent written verbal communication skills eye detail extremely productive high volume high stress environment highly productive use microsoft products selfstarter cando attitude strong problem solving analytical skills strong negotiating skills ability build productive internalexternal working relationships strategic quality analyst versed developing standard operating procedures training materials promote adherence quality standards dedicated identifying operational pain points implementing actionable improvements reduce corporate costs increase consistency quality proficient quality analyst experience handling resolving critical quality problems using research abilities strong analytical organizational planning abilities consistently able work minimum supervision independent selfdirected skilled administrative team member indepth understanding medical standards compliance requirements operational procedures practiced problemsolver friendly caring mentality excellent communication skills expertise inventory management customer service inneroffice operations skills typing 55 wpm census survey processing system cs pro peoplesoft reveal cx portal administration ad manager plus siebel calabrio windows xp microsoft outlook microsoft enterprise microsoft office suite word excel powerpoint access visio tableau reader sharepoint epic microsoft teams monitoring quality quality assurance experience experience 022022 current imaging scheduler intermountain healthcare mount pleasant ut quality assurance standards quality assurance procedures quality deliverables quality assurance policies high quality presentations quality processes quality analysis quality assurance expertise quality improvement initiatives quality assurance reviewing maintaining quality assurance standards quality reporting monitoring data quality salesforce verint create accurate complete accounts host system obtaining verifying registration information including determining authorization required help achieve inova mission meet exceed established productivity quality assurance call center performance goals utilized standards guidelines written procedures performing radiology scheduling functions scheduling efficiently accurately following established guidelines applying customer service techniques interactions internally externally successfully communicating using approved scripts verbally interacting phone eight hours expected follows name search procedures ensure positive patient identification prevent duplicate medical record assignments manages webbased requests interpreting contacting patients completing scheduling process directing patients necessary nonschedulable services communicates scheduling team members well physicians office staff patients inova health system departments entity outside inside inova 072021 112021 quality analyst delta dental minnesota sheboygan wi examined evaluated accuracy transactions accordance regulations company guidelines consistently reviewed teams interactions internal external parties ensure accuracy support success executing superior service quality audited assigned function service claims enrollment accuracy benefit payment contract interpretation compliance policies procedures identified documents reports transaction errors utilizing departmental quality monitoring templates timely manner ensure prompt resolution performed role coach mentor less tenured associates acts subject matter expert operations assisted crosstraining skill development activities less experienced staff conjunction management team 072019 092020 pmo continual service improvement quality analyst lead delta dental minnesota goleta ca point contact 2 assigned contact call centers assist management staff achieving quality metrics knowledge based quality procedures scoring standards collects analyzes quality contact center data initiates develops recommends improvements systems processes procedures increase productivity reduce cost creates runs standard adhoc reports monitor contact center performance metrics perform root cause analysis drill performance trends collaborate team members recommend develop implement process improvements used benchmark measurements assess document program lessons learned become familiar job relevant identify continual improvement corrective action preventive action capa opportunities creates reports speech text analytics discover emerging trends identify opportunities category improvement perform internal audits standard operating procedures sops facilitate call recording listening sessions attend pmo level calibration sessions facilitate contact center level calibration sessions complete quality monitor evaluation audit assessments complete quality monitoring evaluations ensure customer service representatives csrs performing accordance established client approved quality performance standards assigned participates special projects required analyzed data sets gathered testing produce present reports quantifying metrics indicating conformance variance production standards created agendas communication materials team meetings site calibration participates dsq master calibration meeting create master scorecard marks calls calibration calabrio facilitates site calibration sessions works collaboratively qa staff analyze calibration reports improve consistency scoring reports final enterprise calibration session results pmo qa management prepares facilitators master scorecard ensured protocols met enclave ensure violations occurred 092016 062019 quality analyst salvation army usa city state performs assigned quality reviews program andor patient files call monitoring case file reviews etc determine case processed according programs standard operating procedures sops monitored evaluated inboundoutbound calls chats via variety call recordings assigned specialty sites provide high quality feedback ensure quality procedures maintained assist reporting obtain feedback common trending management provides feedback quality management team results reviews monitoring including trends opportunities improvement supports assigned programs addressing areas improvement eg corrective preventive actions measures assist daily reporting counselors progress meet company policy procedures analyzes quality audit results assess future training needs team provides feedback management team standard operating procedures updates needed leads ongoing quality training sessions reduce quality issues team participate best practice sharing learning sessions quality analysts quality subject matter experts advocate quality improvement activities across assigned programs support quality training coaching sessions including developing training material improve quality identified created new quality metrics meet policy procedures provide oneonone training additional feedback counselors ensure proper instructions meet stand operating procedures lead call monitoring calibration sessions peers management clients etc ensure consistency scoring monitored completed work provided feedback improve team member performance reported audit results inform stakeholders areas need improvement implemented costreduction measures maintaining consistent quality administered internal surveys analyzed results decipher operational needs develop targeted solutions audited training production processes enforcing adherence sops spearheaded process improvements improve adherence quality standards maintained policy procedures work instructions projects quality continuous improvement agendas 032016 092016 web support livongo health inc city state collaborated customer service improve online customer experience prioritized support queue manage web store updates accordance company standards collaborated closely staff improve client support conceive improved solution effectively multitasked queue management selfcheck work troubleshoot issues linked providers sites provider portal reflect needs 032016 092016 senior reimbursement counselor amerisourcebergen city state independently analyzed reported communicated reimbursement trends delays determined methods procedures new assignments performed related duties special projects assigned responsible multiple geographic regions physician office sites independently effectively resolved advanced accounts minimal supervision fostered relationships customers expand customer base enhance loyalty retention stayed current industry trends changes participated professional development opportunities strengthen product service knowledge provided excellent service attention customers facetoface phone conversations improved operations working team members customers find workable solutions improved customer satisfaction finding creative solutions problems attended departmental meetings providing feedback enhance future performance recognized management providing exceptional customer service 062014 032016 reimbursement counselor case manager amerisourcebergen city state provided superior customer service internal external customers assisted special projects requested management resolved customers request timely manner assisted sit fellow colleagues communicated payers obtain benefits prior authorizations claims assistance completed submits necessary insurance forms electronic claims process claims timely manner required thirdparty payers assisted new hire training maintained frequent phone contact provider representatives third party customer service representatives pharmacy staff case managers assisted patients insurance questions studying benefits provided information regarding payment assistance programs attended departmental meetings providing feedback enhance future performance 022014 062014 donor client support specialist american red cross city state personally connected donors listened stories helped understand value donation worked highly variable schedule includes early start times late end times weekends holidays meet needs blood drive sponsors donors balanced production donor care quality requirements meet daily blood collection goals interacted positive proactive customerfocused manner external customers demonstrating care compassion times made outbound calls donors setup appointments donating blood educated parents young donors american red cross high school programs scholarships 092013 012014 site coordinator aerotek staffing bergen aerotek city state supervised reviewed submitted claims reports provided assistance physician office resolved customer requests timely accurate manner coordinated interdepartmental associates obtain medical records related reimbursement process built productive internalexternal working relationship researched resolves claim denials informed coding support billing inquires offered customer service outreach assisted locating coverage options uninsured underinsured patients completed prior authorization research patient assistance program prescreening eligibility determination coordinated shipment coordination specialty pharmacies completed data entry appropriate forms document patients benefits coverage company connextions varies payers 052013 082013 member outreach specialist connextions inc city state generated followup appointments licensed field agent go home licensed agent call placed outbound calls customers database educated customers plans processes provided assistance enrollment qualified customers community meetings inhome appointments provided objective information pertaining coverage annual notice change pharmacynetwork coverage drug formularies performed duties tasks assigned qualified customers community meetings inhome appointments education training 012020 covid19 contact tracing hopkins 012016 business ashworth college norcross ga 012013 bls science nurse assistant carolina 012013 carolina health science cardiopulmonary resuscitation cpr carolina college health sciences fayetteville nc 012013 carolina health science basic life saving fayetteville technical community college fayetteville nc 012008 fayetteville technical community college fayetteville nc respiratory therapist assistant 012006 012005 012005 012004 registered medical assistant fayetteville technical community college fayetteville nc registered medical assistant part ii patient billing insurance fayetteville technical community college fayetteville nc icd9cpt4 coding pharmacy fayetteville technical community college fayetteville nc medical terminology fayetteville technical community college fayetteville nc