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Skills

  • Root cause analysis
  • Team management
  • Documentation & Record-Keeping
  • Compliance training facilitation
  • Internal policy enforcement
  • Automated Tool Development (e.g., Jira)
  • Time management
  • Method equipment
  • Customer service
  • Process improvement methodologies (e.g., Lean Six Sigma)

Work Experiences

  • Restructured procedures in order to create and execute projects in collaboration with Case Management AQM Analyst.
  • Transported Salesforce to two years customer locations.
  • Collaborated with IT teams to build custom reporting dashboards, enhancing visibility into case backlog trends.
  • Collaborated with IT teams.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.
  • Built custom reporting dashboards.
  • Looked at a variety of organizational systems to see if there were any issues with workflow, communication, or resource utilization.
  • Conducted root cause analysis on unresolved cases.

Summaries

  • A seasoned analyst with a talent for risk assessment and training teams on compliance standards, resulting in a 78% reduction in policy violations. Regularly provided senior management with actionable insights to enhance decision-making.
  • Top-notch administrator with a well-organized and financially savvy approach.
  • Aligned improvements with company goals.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the framework business.
  • Accomplished analyst with a strong foundation in behavioral analytics and predictive case outcome models. Improved case resolution rates by 18% and earned recognition for operational excellence in 2016.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Addressing problems, investigating root causes, and implementing successful resolutions are all done in a well-coordinated manner.
  • Applied expertise in ServiceNow.
  • Achieved Employee of the Year for operational excellence.
  • Adept Case Management AQM Analyst with a focus on optimizing case workflows and reducing lead times by 20%. Proven ability to implement process improvements that save companies up to $16 annually.

Accomplishments

  • Delivered a reduction in escalated cases by 72% through implementing a streamlined escalation protocol across method.
  • Designed and implemented a new KPI dashboard with IT, increasing visibility into case closure rates and reducing backlog by 58% over three years.
  • Executed data-driven process improvements that contributed to a 43% increase in cases resolved by the SLA deadline.
  • Documented and resolved system which led to program.
  • Collaborated with cross-functional teams to enhance case handling times, resulting in a $4 reduction in operational costs over 18 months.
  • Monitored and analyzed key behavioral analytics within case management systems, identifying areas for improvement that led to enhanced performance by 78%.
  • Partnered with customer success to roll out a cross-functional case management approach, reducing service level agreement (SLA) failures by 51%.
  • Used problem-solving strategies to resolve 11 high-priority cases, decreasing response time by 61% and improving customer satisfaction metrics.
  • Provided statistical reporting for leadership on case backlog trends, contributing to 11 successful operational changes that minimized backlog by 38%.
  • Effectively lowered overdue case rate by 64% through proactive escalation and client follow-up strategies during high-volume periods.

Affiliations

  • American Medical Informatics Association
  • Certified Professional in Healthcare Quality (CPHQ) Certification
  • Toastmasters
  • International Association of Administrative Professionals
  • Sigma Theta Tau International Honor Society of Nursing
  • International Institute of Business Analysis (IIBA) - Healthcare Focus
  • National Association of Social Workers
  • Healthcare Leadership Alliance (HLA) - Quality Group
  • Lions Club
  • Healthcare Financial Management Association (HFMA)

Certifications

  • Board Certified Patient Advocate (BCPA)
  • Apple Certified Associate (ACA)
  • Health Care Auditing & Compliance Certified Professional (HCACCP)
  • Project Management in Health Information Technology (PMHIT) Beacon Labs
  • Cisco Certified Internetwork Expert (CCIE)
  • Certificate in Data Analytics for Healthcare Professionals Lakeside Partners
  • Certified Data Protection Officer (CDPO)
  • Certified Business Analysis Professional (CBAP)
  • Certified Professional Compliance Officer (CPCO)
  • Certified Ethical Hacker (CEH)

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