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Skills

  • MS Office
  • Process improvement
  • Case resolution time reduction
  • Compliance training facilitation
  • Time management
  • Cross-functional team coordination
  • Data trend analysis
  • Method equipment
  • Case Escalation Process Implementation
  • Customer service

Work Experiences

  • Internal systems were reviewed, and training plans were created to address areas that needed to be improved.
  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.
  • Achieved 55% compliance with regulatory standards.
  • Restructured procedures in order to create and execute projects in collaboration with Case Management AQM Analyst.
  • Collaborated with IT teams.
  • Looked for industry trends on social media and through online sources.
  • Collaborated with IT teams to build custom reporting dashboards, enhancing visibility into case backlog trends.
  • Looked at a variety of organizational systems to see if there were any issues with workflow, communication, or resource utilization.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
  • Collaborated with engineering to develop a feedback loop.

Summaries

  • To increase productivity and job performance, be knowledgeable about best practices, leadership strategies, and employee motivation.
  • Top-notch administrator with a well-organized and financially savvy approach.
  • Addressing problems, investigating root causes, and implementing successful resolutions are all done in a well-coordinated manner.
  • 8 years of experience in quality assurance auditing.
  • Collaborative and detail-focused AQM Analyst with expertise in training and mentoring teams. Enhanced team-wide productivity by 69% and supported successful case audits through rigorous quality checks.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Within Miscellaneous, senior Case Management AQM Analyst and outstanding performer in workflow optimization and stakeholder engagement.
  • Costs were consistently reduced while profits were increased.
  • Committed AQM Analyst with skills in regulatory compliance.

Accomplishments

  • Used problem-solving strategies to resolve 11 high-priority cases, decreasing response time by 61% and improving customer satisfaction metrics.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Utilized behavioral analytics to identify procedure in customer cases, resulting in a 85% reduction in escalated cases.
  • Facilitated training for a team of 14 case managers on new operational workflow, improving case resolution times by 54%.
  • Delivered a reduction in escalated cases by 72% through implementing a streamlined escalation protocol across method.
  • Initiated a feedback loop based on case resolution metrics that led to 52% faster issue identification and resolution.
  • Documented and resolved system which led to program.
  • Monitored and analyzed key behavioral analytics within case management systems, identifying areas for improvement that led to enhanced performance by 78%.
  • In collaboration with the IT department, deployed a new ServiceNow system that increased overall efficiency and reduced case handling time by 39%.
  • Partnered with customer success to roll out a cross-functional case management approach, reducing service level agreement (SLA) failures by 51%.

Affiliations

  • Association of Information Technology Professionals
  • Rotary International
  • Healthcare Information and Management Systems Society (HIMSS)
  • National Association of Social Workers (NASW) - Case Management Subgroup
  • Association for Talent Development (ATD) - Quality Management Focus
  • National Association for Healthcare Quality (NAHQ)
  • Association for Supply Chain Management (APICS)
  • Toastmasters
  • National Association of Social Workers
  • Health Care Compliance Association (HCCA)

Certifications

  • First Aid/CPR Certified
  • Certified in Healthcare Compliance (CHC)
  • Certified Data Protection Officer (CDPO)
  • Clinical Case Management Certification (CCMC) 2023
  • Salesforce
  • Professional in Health Care Quality (PHQ)
  • Lean Six Sigma Green Belt Certification
  • Certified Clinical Documentation Improvement Practitioner (CDIP)
  • Certified Risk Adjustment Coder (CRC)
  • Project Management Professional (PMP)

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